The Meerkat Posted May 1 Share Posted May 1 35 minutes ago, LNERandBR said: You will be surprised how many people don't actually know how to turn devices off and on again. Therefore doing so actually works. i can very well believe that 🙂 Link to post Share on other sites More sharing options...
Administrators AY Mod Posted May 1 Administrators Share Posted May 1 1 hour ago, LNERandBR said: You will be surprised how many people don't actually know how to turn devices off and on again. Therefore doing so actually works. I will say again that I had no issues with AS support. If you don’t hear from them then just respond and ask for an update. Doing so will flag your case up to them and they will quickly get back to you. Communication from both parties leads to quick resolutions. 😁 I get several emails or messages each week : I can't get on the site/login. I know there's not much point in asking for a screenshot or even a lucid explanation. I may as well just jump to the end point "Did you keep the box it came in?". 2 1 9 Link to post Share on other sites More sharing options...
RMweb Gold ruggedpeak Posted May 1 RMweb Gold Share Posted May 1 1 hour ago, LNERandBR said: I will say again that I had no issues with AS support. If you don’t hear from them then just respond and ask for an update. Doing so will flag your case up to them and they will quickly get back to you. Communication from both parties leads to quick resolutions. 😁 What is the point of this post and how do you think it helps? I am genuinely interested in how you think it helps, especially given much of it is demonstrably untrue. Link to post Share on other sites More sharing options...
SRyan Posted May 1 Share Posted May 1 1 minute ago, ruggedpeak said: What is the point of this post and how do you think it helps? I am genuinely interested in how you think it helps, especially given much of it is demonstrably untrue. For what its worth, I have found that experience to be true on my end when returning my Manor. I hadn’t heard for a while, I chased and I got a response with the model back and no defensiveness. That’s not to invalidate others experiences, just to share that mine was overall positive 4 Link to post Share on other sites More sharing options...
LNERandBR Posted May 1 Share Posted May 1 35 minutes ago, ruggedpeak said: What is the point of this post and how do you think it helps? I am genuinely interested in how you think it helps, especially given much of it is demonstrably untrue. Because the worst thing I find when working in support is when the people you are trying to help don't respond to you when you are just trying to help them. Conversely it's your job to respond in a timely and efficient manner when a customer asks for an update on their issue. My experience of AS Support was as I described. When it went quiet, I asked for an update and immediately got one. Even if that update was there being no change. 1 Link to post Share on other sites More sharing options...
The Meerkat Posted May 1 Share Posted May 1 9 minutes ago, LNERandBR said: Because the worst thing I find when working in support is when the people you are trying to help don't respond to you when you are just trying to help them. Conversely it's your job to respond in a timely and efficient manner when a customer asks for an update on their issue. My experience of AS Support was as I described. When it went quiet, I asked for an update and immediately got one. Even if that update was there being no change. same with me, it went quiet, i asked for update they said all fix now we also updated the firmware, next thing i know i got the loco back in my hands and runs well still Link to post Share on other sites More sharing options...
RMweb Gold ruggedpeak Posted May 1 RMweb Gold Share Posted May 1 56 minutes ago, LNERandBR said: Because the worst thing I find when working in support is when the people you are trying to help don't respond to you when you are just trying to help them. Conversely it's your job to respond in a timely and efficient manner when a customer asks for an update on their issue. My experience of AS Support was as I described. When it went quiet, I asked for an update and immediately got one. Even if that update was there being no change. OK, thank you for responding but doesn't really answer the question. But do understand that is not necessarily everyone's experience, and I still don't get how telling people you had a good experience helps those who don't. 2 Link to post Share on other sites More sharing options...
RMweb Gold adb968008 Posted May 1 RMweb Gold Share Posted May 1 1 hour ago, ruggedpeak said: OK, thank you for responding but doesn't really answer the question. But do understand that is not necessarily everyone's experience, and I still don't get how telling people you had a good experience helps those who don't. Conversely telling people you had a bad experience doesnt help those who have had a good experience. But people don't like dwelling on good experiences, even if there maybe underlying reasons that made the experience good, that those having a bad one may have missed… like.. Quote When it went quiet, I asked for an update and immediately got one. Even if that update was there being no change. Communication is a two way thing. Seeing red is often a one way thing. 1 1 Link to post Share on other sites More sharing options...
LNERandBR Posted May 2 Share Posted May 2 (edited) 13 hours ago, ruggedpeak said: OK, thank you for responding but doesn't really answer the question. But do understand that is not necessarily everyone's experience, and I still don't get how telling people you had a good experience helps those who don't. I think you are missing what I'm trying to say. You will get a better experience with any customer support by working with them. The last thing you want to have to do is send a model away. Therefore, that is also true for any manufacturer. They want your issue fixed as quickly and efficiently as possible. You packaging it up and sending it to them for them to diagnose the issue isn't quick or efficient. Therefore, if they can diagnose the problem whilst you still have the loco they may have a resolution which you can apply and save all the worry and stress of being without the model. In my experience working in support, those people who work with me get their issues resolved quickly and efficiently. Those who immediately get upset that I'm asking them for information and fail to provide it don't. The message therefore is to work with the person who is providing you with support. 🙂 Edited May 2 by LNERandBR 2 8 Link to post Share on other sites More sharing options...
RMweb Gold MikeParkin65 Posted May 2 RMweb Gold Share Posted May 2 1 hour ago, LNERandBR said: I think you are missing what I'm trying to say. You will get a better experience with any customer support by working with them. The last thing you want to have to do is send a model away. Therefore, that is also true for any manufacturer. They want your issue fixed as quickly and efficiently as possible. You packaging it up and sending it to them for them to diagnose the issue isn't quick or efficient. Therefore, if they can diagnose the problem whilst you still have the loco they may have a resolution which you can apply and save all the worry and stress of being without the model. In my experience working in support, those people who work with me get their issues resolved quickly and efficiently. Those who immediately get upset that I'm asking them for information and fail to provide it don't. The message therefore is to work with the person who is providing you with support. 🙂 All of which I know, understand and broadly agree with. I think my comment regarding defensiveness has been misunderstood - I'd already told support in detail, without ambiguity what the model was doing. I felt this was not being recognised in the request for the video. Recording and uploading to a third party website was an unexpected faff and didnt add anything to supports understanding of my problem apart from them agreeing I had a problem. It was a bit like getting past the receptionist to see the Dr. All that said I'll happily wait 28 days or so without contacting support and hope I dont get queue jumped by those who need a daily conversation with them :) 2 2 Link to post Share on other sites More sharing options...
woodenhead Posted May 2 Share Posted May 2 @MikeParkin65 I think in general we'll have to be more used to support like this going forward, using technology to assist with support will become more the norm than simply sending something back to be looked at, it can save time and money and lead to a better support. Sending an item costs money It risks damage or loss in transit It risks damage or loss at the repair centre It takes time to unpackage, document the item at the repair centre The repair centre might not be able to replicate what you are describing is happening and so it gets returned to you and you are not satisfied because nothing has changed. Sending a video (or simply upload one to youtube and send them a link) means they get to see the fault as it happens on your railway, it's give them more information to diagnose and they see what you see. This way also allows more interation both ways as they can diagnose the issue, suggest a change and if that does not work make more suggestions or ask for the item back. If you simply send it and they cannot replicate then it will simply go back to you unfixed and you'll have to start again. I've a real world example, Mrs W has a new Yaris. It has a problem with the radio, sometimes it will not switch off at the button or will refuse to turn on. It doesn't happen all the time and it only happens to her when no-one else is around. The garage could not replicate it, so simply did a software refresh and sent her on her way. But it's still happening and only to her, never happened to me and I drive the car too. Last week it happened again, but this time she could video it, so she did and now she has a record of the issue she can share with the garage when the car goes in for service soon. 1 7 Link to post Share on other sites More sharing options...
RMweb Premium ERIC ALLTORQUE Posted May 2 RMweb Premium Share Posted May 2 13 hours ago, adb968008 said: But people don't like dwelling on good experiences, even if there maybe underlying reasons that made the experience good, that those having a bad one may have missed… Ahh the holiday with your buddies in Amsterdam and that itch that never leaves...........:) 15 minutes ago, MikeParkin65 said: getting past the receptionist to see the Dr. So that is possible then.......... 5 Link to post Share on other sites More sharing options...
RMweb Gold MikeParkin65 Posted May 2 RMweb Gold Share Posted May 2 11 minutes ago, woodenhead said: @MikeParkin65 I think in general we'll have to be more used to support like this going forward, using technology to assist with support will become more the norm than simply sending something back to be looked at, it can save time and money and lead to a better support. Sending an item costs money It risks damage or loss in transit It risks damage or loss at the repair centre It takes time to unpackage, document the item at the repair centre The repair centre might not be able to replicate what you are describing is happening and so it gets returned to you and you are not satisfied because nothing has changed. Sending a video (or simply upload one to youtube and send them a link) means they get to see the fault as it happens on your railway, it's give them more information to diagnose and they see what you see. This way also allows more interation both ways as they can diagnose the issue, suggest a change and if that does not work make more suggestions or ask for the item back. If you simply send it and they cannot replicate then it will simply go back to you unfixed and you'll have to start again. I've a real world example, Mrs W has a new Yaris. It has a problem with the radio, sometimes it will not switch off at the button or will refuse to turn on. It doesn't happen all the time and it only happens to her when no-one else is around. The garage could not replicate it, so simply did a software refresh and sent her on her way. But it's still happening and only to her, never happened to me and I drive the car too. Last week it happened again, but this time she could video it, so she did and now she has a record of the issue she can share with the garage when the car goes in for service soon. All well and good but where its not intermittent, not related to DCC functionality and the symptom is obvious - slowly grinding to a halt time and effort could equally be saved by accepting the obvious. Did I mention the smell of hot electrics? Hard to video that. 1 Link to post Share on other sites More sharing options...
woodenhead Posted May 2 Share Posted May 2 1 minute ago, MikeParkin65 said: All well and good but where its not intermittent, not related to DCC functionality and the symptom is obvious - slowly grinding to a halt time and effort could equally be saved by accepting the obvious. Did I mention the smell of hot electrics? Hard to video that. I was just making a point following on from other comments that remote diagnosis of faults and issues is going to become the norm and there are benefits. And without going too far off topic, it's going to be very similar in council services too - housing repairs for example, much easier to provide the contact centre with a video showing the problem and be able to triage the issue much faster and get the right repairer in at the right time. 1 1 Link to post Share on other sites More sharing options...
RMweb Gold farren Posted May 2 RMweb Gold Share Posted May 2 Maybe some one should re-name this topic the ‘Accurascale Q & A Class 37 Hotline repair forum’ some Accurascale porn to help pass the time. 7 4 Link to post Share on other sites More sharing options...
RMweb Gold adb968008 Posted May 2 RMweb Gold Share Posted May 2 (edited) 2 hours ago, woodenhead said: @MikeParkin65 I think in general we'll have to be more used to support like this going forward, using technology to assist with support will become more the norm than simply sending something back to be looked at, it can save time and money and lead to a better support. Sending an item costs money It risks damage or loss in transit It risks damage or loss at the repair centre It takes time to unpackage, document the item at the repair centre The repair centre might not be able to replicate what you are describing is happening and so it gets returned to you and you are not satisfied because nothing has changed. Sending a video (or simply upload one to youtube and send them a link) means they get to see the fault as it happens on your railway, it's give them more information to diagnose and they see what you see. This way also allows more interation both ways as they can diagnose the issue, suggest a change and if that does not work make more suggestions or ask for the item back. If you simply send it and they cannot replicate then it will simply go back to you unfixed and you'll have to start again. I've a real world example, Mrs W has a new Yaris. It has a problem with the radio, sometimes it will not switch off at the button or will refuse to turn on. It doesn't happen all the time and it only happens to her when no-one else is around. The garage could not replicate it, so simply did a software refresh and sent her on her way. But it's still happening and only to her, never happened to me and I drive the car too. Last week it happened again, but this time she could video it, so she did and now she has a record of the issue she can share with the garage when the car goes in for service soon. Generically speaking… AI will become the help desk 1st line, and quite possibly 2nd and 3rd. Help desk is just ripe for AI. For example, That video could well be used by AI to interpret possible issues, and build its knowledge base on prior site and resolution of other issues. Not only that it could input its results to design of future changes/enhancements by recommending what to do / not to do. The best thing is it will already be categorised into groupings that suit, helpdesk humans often interpret in different ways, and hence falls in the cracks… so those “ omg will they ever fix it” things may start to dissapear. Theres a lot of rubbish out ther about AI, but Help Desk (and any other SKMS) operation is just fodder waiting to be harvested. the days of Help Desks in India, talking to you about last nights TV, trying to convince you they are in Milton Keynes are definitely numbered imo… But AI could convince you they are sitting next door easily enough when doing small talk. Edited May 2 by adb968008 1 Link to post Share on other sites More sharing options...
woodenhead Posted May 2 Share Posted May 2 10 minutes ago, adb968008 said: Generically speaking… AI will become the help desk 1st line, and quite possibly 2nd and 3rd. Help desk is just ripe for AI. Ask me again in 6 months and I will tell you what percentage has been achieved - not a joke, we're embarking on this right now. 1 Link to post Share on other sites More sharing options...
37501 Posted May 2 Share Posted May 2 Just to add something positive to this forum, I really like my two Accurascale Scottish 37s. Seen here in Millburn. I have had no problems with them so keeping my fingers crossed. John 18 Link to post Share on other sites More sharing options...
Covkid Posted May 2 Share Posted May 2 15 minutes ago, 37501 said: Just to add something positive to this forum, I really like my two Accurascale Scottish 37s. Seen here in Millburn. I have had no problems with them so keeping my fingers crossed. John Nice collection of traction there, but how did that 58 get to Millburn as a matter of interest ? Lovely weathering all over but that "Eastfield split" really does look bangin !!! Link to post Share on other sites More sharing options...
37501 Posted May 2 Share Posted May 2 4 minutes ago, Covkid said: Nice collection of traction there, but how did that 58 get to Millburn as a matter of interest ? Lovely weathering all over but that "Eastfield split" really does look bangin !!! Thank you for your comments. The 58 has come up overnight with some wagons for repair at the nearby wagon depot…. 1 Link to post Share on other sites More sharing options...
YT-1300 Posted May 2 Share Posted May 2 5 hours ago, adb968008 said: Generically speaking… AI will become the help desk 1st line, and quite possibly 2nd and 3rd. Help desk is just ripe for AI. For example, That video could well be used by AI to interpret possible issues, and build its knowledge base on prior site and resolution of other issues. Not only that it could input its results to design of future changes/enhancements by recommending what to do / not to do. The best thing is it will already be categorised into groupings that suit, helpdesk humans often interpret in different ways, and hence falls in the cracks… so those “ omg will they ever fix it” things may start to dissapear. Theres a lot of rubbish out ther about AI, but Help Desk (and any other SKMS) operation is just fodder waiting to be harvested. the days of Help Desks in India, talking to you about last nights TV, trying to convince you they are in Milton Keynes are definitely numbered imo… But AI could convince you they are sitting next door easily enough when doing small talk. The last company I worked for (energy industry) brought in an AI webchat service and it quickly proved a success, meaning that peoples issues were dealt with much quicker, and much more accurately, just by getting simple info from the customers. As it became more popular, it became more accurate and only the real complex problems needed human intervention. It reduced complaints to our company by a large percentage. I'm quite against AI in a lot of applications, though in this case it was an eye-opener. 1 Link to post Share on other sites More sharing options...
rob D2 Posted May 2 Share Posted May 2 5 hours ago, adb968008 said: Generically speaking… AI will become the help desk 1st line, and quite possibly 2nd and 3rd. Help desk is just ripe for AI. For example, That video could well be used by AI to interpret possible issues, and build its knowledge base on prior site and resolution of other issues. Not only that it could input its results to design of future changes/enhancements by recommending what to do / not to do. The best thing is it will already be categorised into groupings that suit, helpdesk humans often interpret in different ways, and hence falls in the cracks… so those “ omg will they ever fix it” things may start to dissapear. Theres a lot of rubbish out ther about AI, but Help Desk (and any other SKMS) operation is just fodder waiting to be harvested. the days of Help Desks in India, talking to you about last nights TV, trying to convince you they are in Milton Keynes are definitely numbered imo… But AI could convince you they are sitting next door easily enough when doing small talk. Hope is better than these virtual assistant bot things. just an excuse for companies to stop you getting to a real person . ” did I help with your question “. No you didn’t you slack jawed clown d*ck, get me to a person ! At least I’m less worried about the “ terminator “ scenario , if this is the best the geeks can do 1 1 Link to post Share on other sites More sharing options...
PieGuyRob Posted May 2 Share Posted May 2 41 minutes ago, rob D2 said: Hope is better than these virtual assistant bot things. just an excuse for companies to stop you getting to a real person . ” did I help with your question “. No you didn’t you slack jawed clown d*ck, get me to a person ! At least I’m less worried about the “ terminator “ scenario , if this is the best the geeks can do Skynet and time travelling robots will be the death of us all! 1 2 Link to post Share on other sites More sharing options...
RMweb Gold StuAllen Posted May 2 RMweb Gold Share Posted May 2 6 hours ago, adb968008 said: Generically speaking… AI will become the help desk 1st line, and quite possibly 2nd and 3rd. Help desk is just ripe for AI. For example, That video could well be used by AI to interpret possible issues, and build its knowledge base on prior site and resolution of other issues. Not only that it could input its results to design of future changes/enhancements by recommending what to do / not to do. The best thing is it will already be categorised into groupings that suit, helpdesk humans often interpret in different ways, and hence falls in the cracks… so those “ omg will they ever fix it” things may start to dissapear. Theres a lot of rubbish out ther about AI, but Help Desk (and any other SKMS) operation is just fodder waiting to be harvested. the days of Help Desks in India, talking to you about last nights TV, trying to convince you they are in Milton Keynes are definitely numbered imo… But AI could convince you they are sitting next door easily enough when doing small talk. This is Microsoft’s offering Link to post Share on other sites More sharing options...
RMweb Gold StuAllen Posted May 2 RMweb Gold Share Posted May 2 (edited) 15 minutes ago, SulzerPeak said: IT people certainly know how to make a thread boring.🙄 Sorry, my bad - getting excited about this stuff helps fund my Accurascale habit 😜 Edited May 2 by StuAllen 1 1 1 3 Link to post Share on other sites More sharing options...
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