Often when I call Syncro support with a question I get something like ‘I believe it works like …’, or ‘To my knowledge it won’t do …’, and I absolutely hate it. I’m not calling to find out how someone thinks it works, I’m calling to find out exactly how it works. When someone tells me ‘I’m pretty sure you can’t do that…’, and it’s left just hanging there like that, what am I to do? Language like that is just short of being told ‘maybe’, and then I have to figure out how to nudge them into spending time to get me a definitive answer without me coming across like an a.s.s., so I can know for sure how something works so I can move on with whatever it is I’m trying to do.
When we onboard a new tech we tell them specifically not to use language like that unless it’s unavoidable, i.e. our understanding is that a vendor is working on improving some aspect of the software but there’s no way for us to know for sure.
If I catch one of our techs using language like that I inform them that they need to reach out to others in the office or otherwise do some research so they can give the client a better answer than that, and I would greatly appreciate it if Syncro’s techs would do the same.
This being said, let me also say that I’m finding Syncro support to be greatly improved under the new management. Response times are much better and the support we receive is generally higher quality than it has been at any point in the past for us, and I do want to express my appreciation for that.