Testimonials - Company
Hi All,
I worked with Steve last night to get one of your access points up and running at my home. Naturally, everything turned out fine. That's why I use your products.
Thinking you don't hear kudos much, or enough, so I decided to write and tell you about the view from the cheap seats.
I have used products from a variety of manufacturers, seldom with truly superior results. The big outfits, like Sony, are nearly impossible to penetrate (meaning "live contact") but their products are generally good. My experience with makers of ancillary products, like routers, is that while they know it's likely their stuff won't interface with other manufacturer's products all the time, their solution is call centers. Yup, call centers whose tech assistants will give you every bit of support available on their sheet of FAQs and 20 standard answers/solutions.
At Buffalo Tech, it's different. Whether my troubles have been self-induced or related to an actual product malfunction, my experience has been uniform. Here's how it goes when you call Buffalo Tech Support:
- The technician is a problem-solver. When what I see on my screen is not what the tech sees on his, we work through that. When I have had a problem that simply is outside the experience of your database, the technician works with the customer to find the true problem and solution. Go ahead, read through my file.
- If analysis suggests that the problem really may be the Buffalo product, Buffalo employees do not suggest that the customer is the problem nor that, Gee Whiz, it must somehow mysteriously be an unidentified gremlin in the customer's installation, environment or non-Buffalo hardware. I have yet to find evidence of a sacred cow at Buffalo Products company.
- No matter how dense I have been on occasions, not for one single second have I been allowed by your employees to feel stupid. Patience is both a balm and medication in customer service. I don't know whether you have found a way to so train your employees, or maybe you are just years ahead of research biologists in cloning superior staff, or maybe it's the water you drink, but keep doing it.
- Perhaps most astounding, I have never found even one small trace of exasperation or impatience in the voice of a Buffalo tech support employee. How is that possible? That's other-worldly, really. I'm a Realtor and teach client counseling. It's an emotionally charged atmosphere in my business when "things" don't go according to plan. I know just how much poise is required to keep the customer on track toward a good result.
- That I can work with folks at your company for whom American English is their native tongue is not merely pleasant. Truly, it serves the great need of communicating what the customer is experiencing into the mind of the technician. I've worked with some really sharp folks in Sri Lanka, Mauritius and Bombay but when there are no easy answers to the technical problem at Brand L (for example), the experience is just not the same as at Buffalo.
- While Steve did a great job last night, please read my file and know that this praise goes out to the rest of the gang who have been so helpful to me.
- Now you know why I will continue to buy your products as a deliberate choice over all others. Price? Please. What does price matter when the stuff doesn't work, can't be made to work and you wind up feeling stupid in the bargain?
Just in case you think the foregoing is just a bit too much, consider this. The file you have on my wireless network headaches pales in comparison to the cubic hours I have spent, to no avail at all, with tech support at Brand L and others.
In today's world, it's the headaches and problems that capture the attention of business owners and managers. Well, for just this one day, you need to hear what you and your employees are doing that is right. My suggestion for product development: take on clean energy, solar power development or zero-carbon automobiles. The world needs more of your approach to business and solutions.
- Best Regards,
Mike Flynn, CRS, ABR, GRI - Dear People, I recently purchased a Buffalo Wireless Router and installed it over this past weekend. As often happens witht these things, there were a few glitches so I called your customer support line. I reached an associate named Tim P. Now I am writing you so that somebody in the company knows what a fabulous job he did. I was really impressed, so much so that I asked his name so I could write this note. He was clear, patient, polite, and very knowledgeable...everything one could want in technical assistance. In a short time I was reconfigured and up and running with my new router. You are fortunate to have him on your staff.
- Regards, Jim Lee
- Dear customer service manager, I would just like to inform you of the fantastic service I received from one of your reps, Matt. I spoke with him on the evening of 6/4, beginning about 7:30 EDT. Most customer service reps out there are able to be polite, but few possess Matt's seemingly genuine desire to help. Furthermore, the manner in which he was able to rely on his experience and deductive abilities to identify and solve my issues was impressive. It is refreshing in this age of canned responses, automated or otherwise, to speak with someone truly intelligent who knows what they are doing.
- Best, Richard Hungate
- To Whom it May Concern; I purchased a Linkstation from Fry's electronics Memorial Day Sunday. I took to my office to hook it up. I got nowhere with the installation but I called the 24/7 customer service. Jason B. really created a clearing for me to understand how the linkstation works and how to setup it up. In a couple of hours the linkstation was doing all I asked it to, and this is all because of my conversation with Jason B. So this is a suggestion from a satisfied customer that since Jason knows the product and communicates well with your customers, that you may give him a huge raise.
- Thanks, Dennis Hargrove
- Hello- I just wanted to drop a note to let you know how helpful, friendly, and patient your tech support guru Bob was. He was a great assistance and had a lot of patience...which not too many support guys do. He even mention how I can increase the speed of my wireless access to my new Buffalo Router by changing the wireless card I had recently bought. That was a bonus. And the fact that my windows XP was a older version didn't slow him down. He was committed to getting me online.
- Thanks a lot! Yael Joffe
- Thank you for the outstanding tech support you provided us on behalf of one of our clients last week. They are a major law office in Denver and were heavily involved preparing for a court case on April 18. Their TeraStation HD-H1.0TGL/R5 had been working flawlessly for a couple of years when it took a power spike and loss 4 days before court. The GUI was scrambled, they couldn't access it over the network and they were in full panic mode.
Although the unit was well out of warranty, the Support Technician (I wish I could remember his name) was extremely helpful and patient as we stepped through reloading the BIOS and re-configured the unit. Within the hour they were back up and thrilled with the support. They phoned us 3 times over the next two days just to say "Thank you". You made us and Buffalo look like heroes.
Buffalo is definitely at the top of our list!
P.S. It was so refreshing to have local support from this side of the planet. - Kirk Tylor, President
Innovative Quality Systems - I called tech support at about 7 p.m. Thursday, July 13 for help with my wireless router communicating with my laptop's card. I don't remember the name of the gentlemen I spoke with, (maybe his name was John), but he was extremely helpful, patient and knowledgeable. Although he couldn't solve my dilemma over the phone turns out it was a problem with my laptop's card I just want to thank you for the pleasant surprise and reaffirming my faith in free tech support. I will recommend your products to anyone who's looking for computer equipment.
- Morgan Lewis, Jr
Associate Editor
Inside Business Magazine, a publication of Great Lakes Publishing Co. - In the past I've dealt with Netgear and D-link regarding both wired and wireless router issues. Now, having had some trouble during my attempt to upgrade my system by using the WBR-G54 / WLA-G54C combo kit I have had to call your tech. sppt. dept. 3 or 4 times to try and work out some issues. Now, to the point of my message - each time I called I've have been overwhelmingly impressed with the speed, clarity (both in terms of phone connection and verbal instructions), and friendliness of the Buffalo support staff. Your Tech. Support Team is heads above the rest. Thank you and please continue to keep up the good & much appreciated work.
- Sincerely,
John McCrea - This probably is not the place to send this sort of thing but I can't find a better contact email. My name is Charles Mitchell and I had a tech support issue that spanned 3 days. Tonight (2/3/04), I talked with the most efficient, knowledgeable, friendly, patient, and organized tech support person I have ever contacted. While my problem was very technical and complex, this man made it child's play and resolved the issue totally - all the while in good humor and a completely understanding person. I have not ever had such an enjoyable conversation than I had with him.
I don't know his name but will always remember him. He is the kind of person who while providing tech support actually sells products and generates loyal customers. I loved the experience. - Appreciatively,
Charles Mitchell
Maquoketa, Iowa - I had the occasion to call your tech support several times this week. I purchased a Buffalo Router. I have to tell you your tech support is excellent! I have been in this industry for 21 years now and have worked for many technology manufacturers. Your tech support is by far the best I have called. Kudos to your tech support manager.
Also by the way I set-up a Buffalo NAS today for my attorney, it is awesome. The setup was extremely easy and the performance is awesome. You guys have got to get these into CompUSA. I will be recommending them to all of my clients. I think with a little channel education this product could be a home run!" - Paul Cuscione
- I would like to make mention of the experience I've had thus far with the recent purchase of your G54 and card. This is my first foray into networking at home. I initially had some problems with the configuration and spoke with Brad Willey from your tech support dept. at length. I work helpdesk and desktop support for a company and the guys that would get the calls from home remote users with a router had it the hardest. I was blown away with Brad's troubleshooting technique and easy-going demeanor. He walked through every setting for every page of the AirStation. He identified an IRQ conflict with the G54 card. He really knows his stuff and obviously enjoys what he does! I was much more comfortable with the understanding of setup for both the AirStation and wireless setup in XP after talking with Brad.
I am very impressed with the commitment of Buffalo Technology in your product support. From your promise to honor final standard compatibility, the service and support you provide, to the highly qualified tech reps, you've ensured your customers will get the help they need. With the explosion of wireless now going on I just wanted to say it is nice to see someone do it right. I wish your company great success!! - Sincerely,
Jeff Zinamon - I just wanted to let you know how satisfied I am with your product. I purchased a Airstation WLAR-L11-L model and had it shipped as soon as it was in stock. I got my wireless network up and running in no time, allowing me to share my high-speed cable modem with a laptop and wired computers and didn't even need to call into technical support! I had tried another companies wireless product and was disappointed by the lack of documentation, support and slow speed. The Airstation wireless connection is fast and I can use the wired hub for my desktop computers (no need to add a wireless card and adapter to a PC I never move).
By the way, you guys should advertise your great products! I only happened to stumble upon your site after reading an opinion from a user who installed your solution after removing a competitors.
P.S. I am a Product Marketing Manager so let me know if you need my help!! - Regards,
Greg Saiz - First of all many thanks for keeping me up to date, it is a pity more companies could not look after prospective customers so well. I have however already installed two of your units with beta release software which we have now had three versions of, the last of which has functioned perfectly for the last six weeks or so. The support I have received has been superb, many thanks all around.
- Paul Gaston
- I returned the other card and came back with the Buffalo card. Setup was a little stressful but I managed to get it to work without any help this time. Now I am trying to find a way to transfer files from my apple to PC and vice versa. Needless to say I am very pleased with your product and especially pleased with your tech support. I appreciate the quick and personal response and will be sure to tell everyone interested in setting up a wireless network about Buffalo products.
- William Kang
- Just wanted to let you know about my experience with your tech assist line. I purchased your router on a recommendation from Best Buy employee. When I set it up, it wouldn't work and I called your tech assist line. I was a little discouraged when I had to wait about 30 minutes for someone to answer my call. When I finally reached someone, I understood my wait time. Your employee took time to walk me through the connections and helped me get it working. He was very thorough and with my limited knowledge on this, was very patient.. I have since called twice since then and every person had the same expertise and great customer service skills to help me through my problems. I know most times you receive e-mails about complaints if you have such a thing. The employees I spoke with were John, Brian and Bob, and great credit to your organization. I have since recommended your product to other colleagues, and would purchase something made by your company....again thanks once more for your people you have working for you. Its a credit to your company and your hiring/training for your employees...
- Sincerely
John Elswick - I just wanted to say that I was quite impressed with Andre, who assisted me in a purchase of a Link Theater with Progressive scan DVD and a Link Station Home Server. Andre was very knowledgable about both devices and how they would integrate with each other. I can say that Andre ended up being the final deciding factor in my first purchase of Buffalo products. Thank you.
- Walter Bales
- To some one in Buffalo Corporate.
I wish to highly commend an individual in your customer support section. I know him as Richard M.
In mid November I attempted to set up some of your wireless gear in a mixed vendor network that had 128 bit WEP security. I discovered that the conversion algorithm (passphrase to WEP hex key) used by Buffalo was not compatible those used by either Linksys or SMC. I verified that condition by importing the hex key generated by Linksys into the Buffalo device and all worked well. This discovery came after a couple of hours of debugging and head scratching. I called your customer support and talked with Richard M. I suggested that it was important to be compatible with the competition if you wanted to cut into their market share as well as making Buffalo a dominant player. He understood the logic and pursued the problem, generating the following case: [Ticket#: 20128093] Portable WEP key Generator. He responded the next day with one approach and followed up with several other improvements in the next couple of weeks.
Richard M is an outstanding example of what a customer support person should be. His knowledgeable and prompt response to my problem in the current context of "customer support" was truly outstanding and unique. I have not had that high quality level of support in years.
I am qualified to evaluate this type of performance. I have been associated with computers on way or another since grad school in 1953. I have been and still am a user (part time), doing dynamic analysis's of complex physical systems. I, before retirement, managed a large engineering computations facility with 2 IBM mainframes with lots of terminals, data entry operators, systems and operating staff, and programmers. My customer support people then were several on site full time IBMers.
Richard M is one of the few customer support people in this world I would hire in my own business. - Sincerely,
Charles D Parker
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