TECH: Follett Software Co.

["H. Grant" <hgrant@GATECOM.COM>]

Has anyone else tried calling Follett Software Company lately only to
find that they have hired an answering service to take messages for
them.  The service tells me that in 80-85% of the cases someone from
Customer Service will get back with me within 24 hours and within 48
hours for the remaining cases.

They also explained that I was welcome to call back after 4 PM Central
time when their customer calls slacked off and the rush was ending.
When I did that, I still got the answering service up through 5 PM
Central time (I am not living in Central time but Eastern so I am now
calling from home since no one returned my call at work).  The service
told me that Customer Service was called into a meeting to because they
had fallen behind on their phone calls.  This doesn't make sense.  They
are falling even further behind by being in this meeting.  The service
explained that this is their busiest time of the year because "You know
teachers. They have waited until the last minute to order for next
year"  and the Memorial Holiday really threw them off.  Plus, they are
in the process of training more customer service reps to handle all the
calls and the new trainees don't have all the answers since they are
new.

Please correct me if I am wrong but don't most schools end at this time
of the year and isn't Memorial Day always the last Monday in May?  Why
couldn't they foresee this problem well before they were in it?

I just want to know what happened to my replacement order (they screwed
up the first one) that I should have received back in April!

Is anyone else having this problem?  Is Follett lurking here rather than
answering the phone?

H. Grant
Media Specialist
Highland Middle School
Highland, Michigan
hgrant@gatecom.com

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