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LawsonGuru Blog
Thought-Provoking Commentary for the Lawson Software Community
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Posted by on October 22, 2007
Nothing says “we don’t care” better than lousy customer service. This was the “greeting” I received this morning on Lawson’s Support site when trying to open a case:
Maybe I’m just a little unreasonable, but this was on a Monday morning at 8:25am EDT. LWSN is software company with ~800 MILLION DOLLARS in annual sales, and often touts itself as a “global” company, with support centers around the globe. In today’s age of “follow-the-sun” support, there’s no excuse for not staffing your support during an “off-hours” period, let alone “prime-time” for US East Coast businesses.
Even worse, this page gives no other readily-apparent options for entering a case. No phone number, no email, no hyperlink to other support options. Just the message: “we don’t care about you and your stupid problem, whatever it may be. Please go away.”
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Customer service has become a rare commodity. Mostly, it’s the employees that worked for the company that interact with customers that just don’t care! They get paid one way or the other, so, why bother!
For example, a 1/2 price burger ( a lunch special on Mondays, say), you get 1/2 the service. You may get the onion rings you asked, or you may get fries which, you don’t want.
It’s interesting in your blog how you highlight one incident. My question to you is, How many times has there been when Lawson has gone above and beyond in supporting you? I have only been a Lawson customer for 1 year, and I can say, I have had exceptional support, especially during two after hours incidents where an upgrade went bad. Focus on the good, and I get they outweigh the one bad highlighted incident. It’s people like you who I hate to be behind in the grocery store, or in a resteraunt.
Richard, can you let us know who your client manager is?
thanks.
Richard, if this was an isolated incident I’d be willing to let it slide. However, this appears to be a pervasive and recurring problem. Twice this week when I have attempted to use Lawson’s support site, and it has simply been down altogether. That is just not acceptable.
Not to be too defensive, but my post focused on the support site, not on the people. Lawson support does have some good folks. And some bad ones. Just like any company.
What I find to be a nuisance is when I’m trying to access an existing ticket during “off” hours, I get this message.
I have worked with Lawson software and received support for the last 12 years going back to 6.0 and Lawson always had responsive and resolving great support. If LIS is down, you should just call up the GSC. I never have seen that message…
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