If you have called Technical Support this week, you have noticed that we have a
new feature on our phone switch. If you are calling about an existing problem,
you are prompted to enter your tracking number on the telephone and you are
transferred directly to the telephone of the consultant handling your problem.
This system allows you to leave voicemail messages about problems 24 hours a day
and also speeds up our processing of calls.
You will also notice that when you call Tech Support, for the first time ever,
you get a phone menu. We were reluctant to do this, but since we have kept it
under 5 seconds we felt that the advantages offered by the system outweighed our
distaste for phone menus. I hope you agree, if you have comments on the new
system, please let us know. We appreciate your patience and understanding during
this conversion process and regret any inconvenience this may cause you.
SAS Institute Technical Support
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