We have been having a nightmare with our phones (office and cell) for the past few months.  Billing problems, lost messages, dropped calls, voice mail that disappears, you name it.  

Typical day trying to get help

Me:  This billing is not correct.
Cust Svc:  That is not this department, call this number... click.

Call new number

Me: This billing is not correct.
Cust Svc:  That is not this department, you can't call here.  We don't deal with end users.  Click.

Round and round the blame game went.

Switching to new carrier

As a result of that frustration we are switching to a new carrier.  My new cell phone had a problem yesterday, and I was dreading calling support with the new carrier for fear of phone tag.

Instead I was pleasantly surprised.  The first person to answer the phone could not help me, but called the other department and bypassed the wait queue.  Then stayed on the line the entire time to make sure my problem was resolved.  Then afterwards when I thought of another question she called a third party company (the maker of the phone) and walked through with me to ensure my question was answered.  Wow.

At the end when she had finished helping me she actually said "We thank you for being our customer".  When is the last time you heard that?  My wife laughed when I told her that (she thought it was corny).  But to me as a small business owner that actually meant something. 

Actions are louder than words

Many times the actions speak much louder than words.  Even though she was "just" a support employee I actually felt like she meant it.  Her actions were louder than the words.  Just helping me through the entire resolution process had already told me I was a valuable customer, but telling me it also counts for something.

Thank you

So I just wanted to take a minute to thank each of you for being VistaDB customers.  We really do appreciate it.  Sometimes being tech support means you just get all the complaints, and it is hard to keep a positive attitude in that situation.  Our customers (you!) are different though. 

We get our share of people who just want to give us grief, but for the most part everyone understands that we work hard to provide a quality product, and then to support it afterwards. 

So, thanks.

Oh, and our phone numbers may change if I can't get the !@#$ old carrier to release the numbers to the new phones.  Sorry for the trouble, we will post them on the site.