RE: Macintosh Tech Support

Mitch Wagers ( )
Thu, 11 Dec 1997 20:09:41 -0800

Sorry to hear that bud...I know the frustrations!

From: Chilton
Sent: Thursday, December 11, 1997 2:08 PM
Subject: Macintosh Tech Support

TRAG Media is leaving the Internet business.

I don't know where to start. Maybe it was yesterday, after finishing a 4
hour tech support phone call to one of the other guy's customers that the
thought hit me hardest. You guys know that we know Macs. Your customers
know this. Their friends know this. Our clients say we're the absolute
hardest people to get on the phone, and there's a reason. I personally
field over 30 calls per day, ranging from "Why does my hard disk make
this clicking sound?" to "Why does my Internet connection keep dropping
when I check my email?" Most of them are from clients of ISPs that *don't
even use our kit*

For over a year, we've created the absolute greatest Internet software
packages we could. We've updated them twice a month, to keep up with the
absolute latest technologies. We've run hundreds if not thousands of
tests on our kit, to make sure it did what it was supposed to under the
most bizzare conditions. We know the ins and outs of every other Internet
kit on the market, for Mac and PC. We've tested and studied every single
one of our competitors, and even the kits that aren't from our

The result of this is OmniMac, which we feel is the pinnacle of Macintosh
Internet installers. But it doesn't matter. The kit we developed over a
year ago is more advanced than any other Mac Internet installer on the
market, period. Feature for feature, there's no comparison. And our
newest installer makes our original one look like a buck-toothed sewer

We now distribute more kits each month than most of our competitors
distribute to both PC and Macs. But again, it just doesn't matter.

The Anti-Mac sentiment has become so strong that even our competitors
have made statements to end users during tech support calls like this one
(condensed), which I actually overheard: (I know the person who said this
is reading;)

User: I'm having trouble with my Internet software, is there a Mac person
Tech: No, he's gone for the day.
User: Well, do you know enough about Macs to help me?
Tech: Sure, just take a baseball bat, and...

At this point, the tech ended the call by hanging up. I wouldn't have
believed it if I hadn't heard it myself. My point is, when tech support
starts pulling this crap, what do you do?

Anyway, I'm getting out of this racket. However, since I know there are
still people out there who could use our kit, I'm letting it go for $50.
That is for an unlimited license. You'll have to configure it yourself,
though. The details of how to do that will be available at our website,
as well as the order form. Fill it out, send it in, and that's it.

As for the free tech support promised to our earlier clients: I'm sorry.
We are going out of business as of December 31, other companies do it,
so are we. Hopefully, you will have little need for tech support on our
kit. Most of the tech support we have done in the past has turned out
not to even be for problems caused by our kit. In the future, these will
have to be directed to the people who actually caused the problem (for a
change!). As for anyone who takes advantage of our $50 offer--there will
be no tech support for you after December 31, either. What do you want
for $50?

If necessary, we will release ONE future upgrade pending any unforeseen
problems with the kit. When I say "problems with the kit," I mean that.
Your end users trying to use the software on an Etch-a-Sketch, or you not
knowing your stuff, will not be just cause for an update.

If any of our competitors are interested in purchasing our source code,
email us. We would be glad to discuss that privately.

Chilton Webb \
TRAG Media \
(409) 695-9400 \
__- Cool Stuff --______________________________________________________
OmniMac for ISPs <> /
OneDisk for OS8 <> /
Night Visor <> /

NTISP Mailing List

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