Originally Posted by Shareholder
There can be no excuse for this fiasco. A major company should not be going into the public realm with a system that does not function on so many levels. After last week's ludicrous emails to SEs, and this weekend's thorough disregard for a major segment of its customer base -- Macs are used disproportionately by the creative community, who represent a far larger customer base to a company like AC than they do in the general public -- one has to wonder why AC remains with a supplier like IBM.
And my experience last night with Tech Support was abysmal and thoroughly uncaring. The guys there are engineers not customer service reps. The attitude taken was it was my fault for using a Mac, and that I should be able to reset my system to work with theirs. This is not customer friendly, and this has further eroded any desire I have to stick with AC where I have a real choice.
BTW, can't even get the AC site to load this morning...
Let's not go too far there... A fiasco? Only for a limited number of people, of whom I am one. I can still make bookings - even international bookings via the multi-city function. I had a similar experience, and similar poor customer service from a help desk, when ESPN cut over to a new display that my browser/operating system can't handle. In that case, they lost me entirely. Here, I have hope AC will fix things, but if they don't it will lose revenue and deservedly so, although the Classic Mac crowd is small and shrinking. Most creative people I know aren't using Classic anymore. They are on OS X with at least a G5 Power Mac or Powerbook. My computer is coming up on seven years old, my monitor is even older (I bought it used). Rogers can't help me when something goes wrong because they are similarly backward and unfeeling towards older Mac users. Each of us will find a different solution. Some will gift other carriers with business. Some will go through a call centre or travel agent or maybe get the SE desk to help. My solution - independent of this situation - is to buy another computer in mid-2005 because I just have to keep up with the evolving technology. My G3 Powermac is just too slow now.
As for a fiasco, check Westjet's November traffic release. Now that is a fiasco, and it involves what should be a mature computer system.