- HOW MANY COMPUTERS CAN WILCOM HATCH BE RUN ON UPDATE
- HOW MANY COMPUTERS CAN WILCOM HATCH BE RUN ON SOFTWARE
- HOW MANY COMPUTERS CAN WILCOM HATCH BE RUN ON FREE
I wanted to be sure your tech’s outstanding performance in this situation did not go unrecognized so please give her our thanks and, if possible, forward this email to her supervisor and have it noted in her personnel records if appropriate. Over the weekend, after spending about 8 hours trying various settings and configurations, we were able to find separate configurations that worked with the 2 machines we were trying to set up so I called on Monday morning and notified support they could close the ticket and there was no need for the return support call. Despite her best efforts we were not able to resolve the problem during our initial call and she agreed to contact us again on Monday, May 24 to provide further assistance, which is notable many techs would have simply given up on the problem by then. Finding no help with Wilcom documentation and her available information she took the initiative to contact an associate who she felt had more experience with the particular issue to seek their advice.
HOW MANY COMPUTERS CAN WILCOM HATCH BE RUN ON SOFTWARE
One particular issue was creating a major problem because a specific setting that Wilcom documentation said needed to be set on the device was not shown in the setup software and neither she nor I could find a reason why or a workaround. I provide IT support for the site and she spent quite a lot of time with me on the phone trying to resolve our difficulties. If that is not correct please accept my apologies. The case number we were given is 480 and I believe the tech’s name is “Clark” and is a female so I will refer to “she/her”. On behalf of Lowell Pfleger and BHE Industries, I wanted to say how much we appreciate the outstanding customer support provided by your support tech for our phone request of Friday, May 21. But really it’s Theresa and James that make the Wilcom experience one to remember.
HOW MANY COMPUTERS CAN WILCOM HATCH BE RUN ON FREE
Free digitizing training in the software from someone who really knows what they are doing and is doing it in software that you will be using. She’s not even in support! Also, there are the classes offered by James. I had an issue and she spearheaded the effort to find a solution. It’s no secret that Theresa is my favorite person at Wilcom. That all being said where Wilcom really stands out from its competition is its service. EmbroideryStudio gives me the tools I need at an affordable price. On that point, I own 5 different digitizing software but I use Wilcom the most because of the features it has and things like shortening stitches around a curve. I have a love-hate relationship with some aspects of the software but I have that with every software I own. Wilcom is a great software and allows me to do what I need to do in a very efficient way.
Cold-calling an information line with a company I have never spoken with before, I had the lowest expectations and yet, Theresa models what a brand ambassador should be, and more. We can only hope to be as lucky to have a Theresa on the other end when we pick up the phone for any need, but especially when deploying time-sensitive, technical projects, I am truly grateful she was there for me. She was technically, operationally, and financially savvy professionally addressing all our business needs and even via email, her follow through was timely and exemplary.
HOW MANY COMPUTERS CAN WILCOM HATCH BE RUN ON UPDATE
So, when I cold-called the service line for assistance with a quote and for update procedures that were left for me by my predecessor to follow up from seven months ago, I was pleasantly floored that Theresa Pierre was quick to address all the concerns I had to make strategic decisions regarding our software update. In this day and age when workforces are challenged with shortages, revolving doors, and inadequate knowledge transfer, it’s become truly uncommon to experience exceptional service anymore and it’s not easy to lay blame for this–it’s just the shape of the world we live in today.
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