Great Tech Support Isn’t Easy To Find - But, I Found It!

I’m a customer of Digital Juice - have been for a couple of years. I have several volumes of their audio packages and I absolutely love ‘em

I’m also a fan of special feature on their site called DJTV (Digital Juice TV) and check them out each time they upload a new one.

Turns out today’s DJTV episode rendered no audio and as much as I am computer-literate, I just couldn’t figure this one out.

DJ has live chat help on their site - so I virtually poked them for their help. The support rep truly tried to help me but, together, we couldn’t seem to resolve this problem. Then… and I was totally shocked… he asked for my phone number and said a tech support rep would call me soon. About 20 minutes later, my phone rang and I received some of best, focused tech support ever. It’s always a process of elimination when troubleshooting. He seemed to know exactly what questions to ask to get to the root of the issue. Turns out my sound card became uninstalled somehow. I reinstalled it and my issue was resolved.

Again - many thanks to DJ for the exemplary tech and customer support. It IS difficult to find these days. I was so impressed that I got back into live chat with them to thank them and deliver accolades. I thought you might be interested in reading it. So, here is the chat transcript of my follow-up with Digital Juice:

Welcome to digitaljuice.com, Brette will be right with you.
Brette
Hello…How may I help you?
Visitor
Hi, Brette - I just wanted to say thanks so much to the DJ tech team for helping me solve an audio problem with DJTV.
Brette
could I have your name
Visitor
Yes, it’s Doc Phillips.
Brette
I will pass on this Message to the Tech Team and great to hear we could be of assistance to you.
Visitor
Thank you. Not only were you of assistance, but it happened in no time at all. They even called ME! Great tech support, Digital Juice.
Visitor
Yes, you may publish my comments if you so desire.
Brette
Can you also give me the name of the person who called you
Visitor
I will also include a post on my blog regarding my pleasure with your support. Others could well learn from your customer service. I’m extremely pleased.
Visitor
I wish I could - but, he had an accent that was somewhat difficult to understand and I couldn’t catch his name. Sorry.
Brette
was it Benny.
Visitor
Dunno - so sorry.
Visitor
But, he got right to the heart of the problem… a true pro.
Brette
no problem. I will pass this on and would love it if you could give us the link to your blog as well.
Visitor
http://www.docphillips.com/blog
Brette
Great. Thank you for your feed back.
Visitor
If DJ has a blog link, I’d be happy to add it to my blogroll as well.
Brette
Sending URL Push to: http://www.digitaljuice.com/dj_blog/default.asp
(If a browser window does not open to this page, click the link above)
Visitor
Oh - there it is - never mind. Hehehe…
Brette
Is there anything else I could assist you with
Visitor
I’m an audio customer of DJ - have been for 2 years now and I also love your products.
Visitor
Nope. That’s it! Thanks again, Brette!
Brette
your welcome Doc and hope you have a great week ahead
Visitor
You, too. Bye now.
Brette
bye