Review of SoftAir

[Siora]

I did receive your call but I was on the train. JC, you are a nice guy and I love your products I just hate it when I submit tickets and/or requests and I don't get a reply.

I was a huge supporter of yours because when I was interested in using your services the communication was top notch but then as time went by the more questions I asked the less timely your (and other people at your company) communication started to weaken.

If you were busy then fine, its still not acceptable to not return an email. Anyhow, I hope that things change and now that i see you are on the forums more I think I will see your communication increase.

As for other people having issues, I've read a few comments on this forum..do a search and I'm sure you will find a few.

At least this thread got some communication going

[Siora]

Originally Posted by jc11

Thanks for your reply, can you tell me at what GMT time you reply to this ticket and the contents of this? The last post on that this ticket shows if our post on August 23rd

Can you also state who else have noticed communication problems? I checked our entire system and there are not pending replies to any tickets.

Best,

Here was my reply on Aug 23rd regarding Daneverton:

Thats weird casue he said he was working with SoftAir on a few modules.

and here is another reply on Aug 28th:

Hi Jaun,
 
What is the status on the "One Step Ticket" modification.  Andres said that he was working on it a while back but I have yet to see any changes.  Please advise.  Thanks.

[jc11]

Thanks for your reply, our CEO Felipe Ortiz, I myself and our entire staff of professional engineers and designers work hard every day to exceed our client´s expectations http://cam.softairltda.com worldwide, Soft Air is a small but enthusiastic company that is now on CMMi training, once we reach CMMi3 level of maturity our process and communications will not only continue being as successful as now but we will increase our level of control and predictive management.

During our recent trip to Illinois where we shortly will start commercial and management operations at our own office downtown Chicago where we will relocate necessary key players and support personnel to better serve our clients, I may have been slower than usual to answer emails, I am usually able to answer within the next 5 minutes during working hours, http://office.softairltda.com unfortunately, I was not able to keep this pace during this trip, maybe your ticket was part of this Mehul, my apolgies if this slow pace caused you any inconvenience or frustration.

Soft Air not only develops for kayako software, we have 4 more specialized units that can been seen at http://services.softairltda.com we are glad to be able to keep ourselves busy and productive and essential part of those activities is our reached level of customer satisfaction, I will review all of your feedback with our entire staff during the next appropriate meeting. I am sure we will be able to enrich our process thru the lessons we learn from your valuable comments.

Please let us know if there is anything else we can to to have you back home

Best,

[Siora]

Excellent, congratulations with all your success. I'm sure you will continue to be successful through growth and change.

Just out of curiousity, when you are away from the office, is there no one else that can answer questions?

[craigbrass]

I agree with Mehul, sombody should be able to take your workload off you when you go away to keep clients happy.

[jc11]

Thanks for your suggestions, our CMMi maturity level 3 will surely allow us to polish our internal process in all 21 areas of our day to day operations craigbrass

Best,

[Siora]

Okay it appears as though my emails asking for updates were not getting parsed into their system for some reason and instead of using the phone I left it at that which is my fault. I did not know that they were not getting my emails and it was my mistake.

Softair's work has always been great and my only issue with them was with communication which we've both agreed on that there was a problem.

The fact that JC personally called me means that they do care about their clients and stand by them so that being said, I apologize for my comments.

[jc11]

Thanks Siora for your email, the time you dedicated to hear all of our support and customer service procedures and your feedback will surely help us to avoid any future emails lost at our server. We will be standing by for your new email dear Siora and thanks for clarifying to all other kayako users the kind of company Soft Air Ltd is

[Siora]

JC,

I've noticed why you haven't been getting my messages. It appears as though if I reply to your email or your staffs email, my messages are not being parsed into the ticket. I tested this out over the weekend and noticed this. What I have to do is to log into my ticket and then post a reply.

In addition to this, I always have to look for the original email autoresponder to find my ticket. You should consider including a user's ticket info (link to ticket) with every response your staff make if your system was designed to intentionally not parse email responses.

[jc11]

Hi Mehul,

Thanks for this valuable information, please let us check and if at all possible contact us via Skype or MSN, I noticed you are in my list.

Best,

[Siora]

What is your msn again?

[craigbrass]

jrodriguez <AT> softairltda.com according to their site.