"Re: Call to Help Desk" 

"I called your Technical Support Desk at about 3:15 PM on Saturday. Will answered on the second ring and stayed with me on the line for at least a full hour. I was in desperate need of help, and he was cool, collected, thorough, and supportive. I had just had the IBM tech install a new 2 GB drive into our RS6000. It was certified with no errors, and that IBM hardware guy split. Will was able to carefully walk me step-by-step through the process of adding the new physical volume, creating a new volume group, creating a volume within the group with the correct number of PP’s, then adding the added storage space to the pick0 file. When I restarted, I’m now at 56% Available disk space instead of the 9% I was at just two hours earlier. What a relief to have ”elbowroom” for our data as we approach the end of our fiscal year"

"When I dialed, I guess I never expected to be able to complete this task so successfully in such a short time frame. I figured on spending the next two weekends locked up with the RS6000 trying to get through EOY processing. "Will was patient, professional and very helpful. Keep up the great Tech Support and thanks for bailing me out of this dilemma!"

"I just wanted to take a minute to let you know what a great asset Will is in your Support Department. Not only is he  professional and extremely knowledgeable he is also polite and responds to our calls in a timely manner."  

"I know we’re not even half way home with this thing, but I just wanted you to know how much all of us here appreciate the efforts and super-human commitment you gave us. Please know that we are grateful for your devotion to getting us back up and running. Also, let your family know that we appreciate the sacrifice they gave to all of us over the weekend."  "You’re terrific!"

"I just wanted to let you know that your tech Will was very helpful and got me out of a horrible situation on Saturday. I had some bad ABS in my Pick system and could not print anything. I was delighted to get somebody on a Saturday, and especially happy to get some one as courteous and knowledgeable as Will. Again thanks to all of you for your help. I really appreciated it!!"

"Thank you very much for assisting me with the installation of a back up IDE drive until I get my SCSI drive fixed."  "I spent about 12 hours trying to figure out how to get Pick to see the drive as more then 490 MB. I read over everything. You held the key ‘set up the drive within CMOS as LBA’ - I thank you for being there."  Hope you got some sleep.

"THANK YOU FOR YOUR HELP AND ‘PATIENCE”!!  SORRY ABOUT OUR CUSTOMER HE WAS A BIT OVERWHELMED. AS USUAL, YOU WERE A GREAT HELP" 

"I just wanted to take a moment to tell you that one of your staff whom I  was so fortunate to get a hold of when I called in for support was very helpful."

"Will demonstrated professionalism like you don’t see too much anymore. I  had in my mind what was a very difficult situation in that it could have been either a hardware or software problem. With Will's  assistance and very obvious knowledge of Pick Systems, we were able to determine the problem very quickly. You then took special effort to make the solution available to me and as expected the problem went away."  "I hope you have many more personnel that represent your company in such a professional and knowledgeable fashion. Once again thank you very much for giving me an opportunity to work with your customer service"

"We have had many incidents where we needed some in-depth Pick expertise in solving some very complicated problems. We believe that support is vital to our business and therefore we could not do without the backup of your Technical Support Department. We have dealt with many of your technicians but there is one that really stands out in our minds. Will has helped our staff many times and in a very timely manner. We just wanted to commend him on his great performance and his outstanding attitude."

"I would like to bring to your attention the quality work of one of your employees. We were having a problem with GFE’s occurring multiple times a day for no apparent reason. A1though it was (as I expected all along) a hit and miss effort in finding the problem, Will was at our service patiently and professionally through it all. Whenever a new GFE would surface, we would get in touch with Will and he would essentially drop what You were doing and help us."  

"I currently feel that we have resolved the problem by replacing the disk controller but will not know for sure until it stands the test of time. Being a software supplier myself I understand how hard it is to sometimes deal with end users. Especially ones that are not able to use the computer that they have grown accustomed to using. Will handled this entire situation very well."  

"Being the person that will always complain if there is a problem. I felt obligated to also commend someone with a job well done. I hope that you will pass this information on to Will, as he richly deserves it.  If all support line technicians had his approach to the job, users would be far less intimidated by the thought of calling. After all, any product produced is only worth the support received when (not if) it fails."  

"It is not often that I am compelled to write to a company and let them know how pleased I am with their service. In fact I’ve never done this before, but in this case it is warranted. On August 5th our system crashed. We called the software co. we spent over $15,000 with to develop the system and they told us it was a hardware problem and did not seem interested in assisting us or even returning our phone calls. We called our hardware co. they told us they thought it was a software problem and did little to help. My last call was to your company, I spoke with Will and he was honest and told me he didn’t know what he could do, but that he was willing to give it a try."

"We brought our crashed system, which housed eight months worth of work with nothing backed up to your office. To be honest at this lime I was lamenting that we had not used DOS because I could probably have run a Norton utilities. I told myself that from this point on we would use DOS. However thanks to the efforts of Will, I no longer feel that way. He exceeded our expectations and humbly accepted our thanks. For this you may list us as a loyal Pick user."

"This is Just a quick note to let you know how much we appreciate your customer service department. Recently we have been having repeated problems with one of our customer’s machine using Advanced Pick Native." 

"Will has been efficient and effective in helping to get us back online. We believe that we possibly have, a hardware problem that is corrupting frame 1, system tables, the overflow table, and the file-of-files. This has been a very frustrating situation for our customer, but he has helped us through each call with his expertise. He has been courteous, patient, and extremely qualified in his responses to our problems. We think he is a treasure and a pleasure. to work with. Thank you for making sure that you have the right people responding to these problems."

"I am told that you did a fantastic job last week with a client problem of ours and I wanted to personally thank you for your effort and commitment."  "Job well done!" 

"I just want to let you know what great service I received from Will.  He really knows Pick. My company is running a very old AP Native system built in 1992, and as you can imagine, it is starting to have some trouble – Will attacked the problem right away and got my system up and running again in less than an hour. Please thank him for me. I know not many people can work on that old of a system." Thanks again, 

Please pass on my thanks to Will for the great work he has done. (I will change his email address to Recovery Man) & please let him know that apart from what you may hear in the news, SA is a great place & he deserves a holiday out here :-)