How to escalate a support request to someone who CAN READ?

[Anonymous user]

I have had a rather amazing series of postings and responses, in my attempt to get an issue resolved via the APC web based support system. Unfortunately, no matter how much I try, I can not find a way to escalate over the person who has been giving me the same response with minor variations, time and again - I desperately need to get in touch with someone who can read and comprehend English, from APC support.

If you read the thread below (from the bottom up) you will perhaps realize what I mean.

SOMEONE PLEASE HELP!!!

------------------

PowerChute Personal Edition Feedback

Discussion Thread
Response (Harsh Lobo) 10/22/2007 06:38 AM
Dear Anindo Ghosh,

Thanks for your reply.

In regards to your cocern I will provide you teh web link to down load the software for window vista operating system below

https://apc.com/tools/download/download.cfm?sw_sku=SFPCPE211&software_id=DBUE-74CK4P&swfam=&family=1...

If you have any further questions, please do not hesitate to contact me by responding to this incident. It would be my pleasure to ensure that your issue is quickly resolved!

Thank you for choosing APC!

Customer (Anindo Ghosh) 10/22/2007 06:30 AM
Hi,

I would be obliged if someone would please read what I have written, instead of responding without reading. I have mentioned before, that I am facing difficulty downloading the current version of the software from the web site. Providing me the same download link again and again does not help me in any way.

THIS IS A REQUEST FOR ESCALATION TO SOMEONE WHO KNOWS HOW TO READ! THANKS!

Response (Harsh Lobo) 10/22/2007 05:29 AM
Dear Anindo Ghosh,

Thanks for your reply.

In reagards to your concern software CD will be provided at the time purchase and if you want to installa the advanced version you need to download it from our website and depending upon the operarting system you can down load the software.
And below is the web link for it

http://www.apc.com/resource/include/techspec_index.cfm?base_sku=BR1500-IN­&tab=Software

If you have any further questions, please do not hesitate to contact me by responding to this incident. It would be my pleasure to ensure that your issue is quickly resolved!

Thank you for choosing APC!

Customer (Anindo Ghosh) 10/22/2007 04:41 AM

Hi,

I guess the person who responded to me did not read my note completely,
so I will repeat the relevant part here: "I tried downloading version 2.1.1
several times, but each time the file came through incomplete. Would it be
possible to request the current version of the software on a CD?"

In other words, I am aware of where on the APC web site the download is
available, but due to the download site being too slow, the download is not
working. Therefore, I requested a CD version of the software.

Could I please request an ESCALATION OF THIS REQUEST TO THE
FLOOR MANAGER or shift manager for the support response team?

Thanks.

Response (Harsh Lobo) 10/22/2007 12:44 AM
Dear Anindo Ghosh,

Thank you for contacting APC's email support on 10/21/2007 07:56 PM. I would be happy to assist you.

In regards to your concern I will provide you the web link below so that you can dowload the software .

http://www.apc.com/resource/include/techspec_index.cfm?base_sku=BR1500-IN&tab=Software

If you have any further questions, please do not hesitate to contact me by responding to this incident. It would be my pleasure to ensure that your issue is quickly resolved!

Thank you for choosing APC!

Customer (Anindo Ghosh) 10/21/2007 07:56 AM
Hi,

I am using Windows Vista Ultimate on my PC, and the version of APC
PowerChute Personal Edition that shipped with my BR-1500-IN is version
2.0.0 which does not recognize Vista. I tried downloading version 2.1.1
several times, but each time the file came through incomplete. Would it be
possible to request the current version of the software on a CD?

Warm Regards
--
Anindo Ghosh
anindo@bigfoot.com

Anindo Ghosh
Anindo Ghosh
Tel: +91**********

~~~~~

Forwarded from the PowerChute Personal Edition Customer Feedback Database.

Product Name: PCPE
Product Version: 2.0
Model Name: Back-UPS RS 1500
Product OS: Microsoft Windows XP (6.0.6000)
Serial Number: BB0729017766
Battery Replace Date: Jul-21-2007
Firmware Rev: 8.g9a.I
USB Firmware Rev:
Manufacture Date: Jul-21-2007
Country: IN

[TheNotoriousKMP_apc]

The previous posted link is incorrect, this is the correct one:

ftp://ftp.apc.com/apc/public/software/windows/vista/pcpe/211/

[Anonymous user]

Hi,

Thanks for all responses.

I finally got an email address for the support representative's manager, after a total of 11 back-and-forth postings, and the manager resolved the issue instantly, by having a CD of the software couriered to me.

Warm Regards
--
Anindo

[Anonymous user · Accepted solution]

I have had a rather amazing series of postings and responses, in my attempt to get an issue resolved via the APC web based support system. Unfortunately, no matter how much I try, I can not find a way to escalate over the person who has been giving me the same response with minor variations, time and again - I desperately need to get in touch with someone who can read and comprehend English, from APC support.

If you read the thread below (from the bottom up) you will perhaps realize what I mean.

SOMEONE PLEASE HELP!!!

------------------

PowerChute Personal Edition Feedback

Discussion Thread
Response (Harsh Lobo) 10/22/2007 06:38 AM
Dear Anindo Ghosh,

Thanks for your reply.

In regards to your cocern I will provide you teh web link to down load the software for window vista operating system below

https://apc.com/tools/download/download.cfm?sw_sku=SFPCPE211&software_id=DBUE-74CK4P&swfam=&family=1...

If you have any further questions, please do not hesitate to contact me by responding to this incident. It would be my pleasure to ensure that your issue is quickly resolved!

Thank you for choosing APC!

Customer (Anindo Ghosh) 10/22/2007 06:30 AM
Hi,

I would be obliged if someone would please read what I have written, instead of responding without reading. I have mentioned before, that I am facing difficulty downloading the current version of the software from the web site. Providing me the same download link again and again does not help me in any way.

THIS IS A REQUEST FOR ESCALATION TO SOMEONE WHO KNOWS HOW TO READ! THANKS!

Response (Harsh Lobo) 10/22/2007 05:29 AM
Dear Anindo Ghosh,

Thanks for your reply.

In reagards to your concern software CD will be provided at the time purchase and if you want to installa the advanced version you need to download it from our website and depending upon the operarting system you can down load the software.
And below is the web link for it

http://www.apc.com/resource/include/techspec_index.cfm?base_sku=BR1500-IN­&tab=Software

If you have any further questions, please do not hesitate to contact me by responding to this incident. It would be my pleasure to ensure that your issue is quickly resolved!

Thank you for choosing APC!

Customer (Anindo Ghosh) 10/22/2007 04:41 AM

Hi,

I guess the person who responded to me did not read my note completely,
so I will repeat the relevant part here: "I tried downloading version 2.1.1
several times, but each time the file came through incomplete. Would it be
possible to request the current version of the software on a CD?"

In other words, I am aware of where on the APC web site the download is
available, but due to the download site being too slow, the download is not
working. Therefore, I requested a CD version of the software.

Could I please request an ESCALATION OF THIS REQUEST TO THE
FLOOR MANAGER or shift manager for the support response team?

Thanks.

Response (Harsh Lobo) 10/22/2007 12:44 AM
Dear Anindo Ghosh,

Thank you for contacting APC's email support on 10/21/2007 07:56 PM. I would be happy to assist you.

In regards to your concern I will provide you the web link below so that you can dowload the software .

http://www.apc.com/resource/include/techspec_index.cfm?base_sku=BR1500-IN&tab=Software

If you have any further questions, please do not hesitate to contact me by responding to this incident. It would be my pleasure to ensure that your issue is quickly resolved!

Thank you for choosing APC!

Customer (Anindo Ghosh) 10/21/2007 07:56 AM
Hi,

I am using Windows Vista Ultimate on my PC, and the version of APC
PowerChute Personal Edition that shipped with my BR-1500-IN is version
2.0.0 which does not recognize Vista. I tried downloading version 2.1.1
several times, but each time the file came through incomplete. Would it be
possible to request the current version of the software on a CD?

Warm Regards
--
Anindo Ghosh
anindo@bigfoot.com

Anindo Ghosh
Anindo Ghosh
Tel: +91**********

~~~~~

Forwarded from the PowerChute Personal Edition Customer Feedback Database.

Product Name: PCPE
Product Version: 2.0
Model Name: Back-UPS RS 1500
Product OS: Microsoft Windows XP (6.0.6000)
Serial Number: BB0729017766
Battery Replace Date: Jul-21-2007
Firmware Rev: 8.g9a.I
USB Firmware Rev:
Manufacture Date: Jul-21-2007
Country: IN