60p AVCHD to NTSC MPEG-2 DVD Bug

Comments

videoITguy wrote on 11/2/2012, 6:04 PM
johnmeyer; this is my post rant this week - my sympathy for this kind of tier one untimely inept response:

Thread Subject: RE: Oh WOW! 5 weeks for support to answer!
Reply by: videoITguy Date: 11/1/2012 8:08:00 PM
Can anyone say what the support of SCS actually is? IS it a contractor or is the service from Bangladesh with accents and all? Is it high-school interns?

You may be surprised to learn what the tech support of some major organizations actually consists of. I can name ( but won't do it here) that many of you on this forum are dealing with at least two major players in third-party video support hardware whose support (?) person is a hobbyist who is in the PR section of the company who volunteered to be the support staff. That's it!

Professional support organizations (I was an IT project manager for several Fortune 500 enterprises) use a very disciplined support management system. They start with tier one which is self-directed rapid support through FAQ's and high-school interns. Escalation goes to tier two which is more disciplined technically trained staff with at least several years of experience if response becomes complex or untimely ( usually defined as more than 24 hours to 2 days) and finally tier three - gets you to supervisory level where the question must be answered or there is a chance that some heads will roll.