Although this message from AlanM starts out and ends professionally, the middle paragraph has got to be the worst response I've ever read from a customer service professional.
In it, Alan insults the question writer's (SWright) intelligence and says, "...if you didn't prepare ahead of time, don't complain..."
I recently lost my laptop's hard drive and could not find the drivers and recovery software. I had to download the One-Touch 4 mini software again. I was on the road when the crash occured and unfortunately I did not "prepare ahead" - with the exception of buying the One-Touch and doing backups daily. Other than that, I guess I'm unprepared for a crash.
Anyway, I think AlanM owes SWright an apology. It appears that his crash occured over the holidays (a bad time for anything bad to happen to anyone regardless of their personal level of disaster preparedness) and given that we are all backup drive owners to begin with, it doesn't seem particularly helpful to claim that any of us are suffering from lack of preparation. In fairness, he may have already done so and it is not posted here, so please do not take this post as a "flame" toward AlanM.
It is clearly a deviation of Seagate's normal support routine to force us to email you for software and driver support for our devices. It is a clever step to make it available on the drive, although it appears to have escaped your product management and developers' feature list on his model.
I don't mean to make it a personal issue with AlanM, but I do hope that his supervisor sees this thread and counsels him on letting his apparent attitude toward customers show through in his responses.
Respectfully,
Wes
Message Edited by Wes on
02-27-2008 10:53 AM
