Known issue/problem notification

[aksales]

Matt,
We just recently became aware of a problem that release 5010 caused in 5/2004. I called the helpline and evidently this is and has been a known issue for a while. Now I have to create a report that tracks all the way back for this problem so we can fix it.
What I am asking is why there is no notification to dealers of known issues. I know some problems are specific to dealerships but known issues that affect everyone should be sent to all the dealers so we could have a heads up ASAP.

Please let me know what you think, thanks.


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Jason Wilhelm
IT Support Specialist
Alaska Sales and Service
www.aksales.com

[drapp]

What system are you running?

R&R, ADP or EDS, etc...

[aksales]

We are running ADP ARG, formerly EDS ARG.

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Jason Wilhelm
IT Support Specialist
Alaska Sales and Service
www.aksales.com

[Matt Parsons]

Jason, I am investigating this...just didn't want you to think I wasn't out here.

[Matt Parsons]

As many of you may know, we have now moved into a new facility and have implemented new case management and call tracking software. With this, John Grady (Call Center Director) is looking at ways to proactively notify clients of issues or items of concern when they potentially effect the entire client community.

As a side note, we are targeting in mid-late November the launch of e-Support which will allow our clients to log cases and check the status of cases via the web (DealerSuite portal).

[aksales]

Thanks for the update Matt.

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Jason Wilhelm
IT Support Specialist
Alaska Sales and Service
www.aksales.com

[Matt Parsons]

Jason, this issue was also raised by our Dealer Council Members as an item that is frustrating at best and disruptive at worst. John Grady and his team are working on solutions to create better lines of communications to our clients. In addition, we will soon be launching the ability for you to log on and access our knowledgebase which will allow you to search on key words, phrases, etc and see the documents that relate that our call center team members use when diagnosing an issue.

Any snow yet?

[aksales]

Matt,
Well we are glad to know that we are not the only people that this bothers. Thanks for the update.
Yea we have some snow, but we also had some warm weather (40-50's), so our 2 feet of snow has been melted down to about 3 inches and alot of ice.

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Jason Wilhelm
IT Support Specialist
Alaska Sales and Service
www.aksales.com