Not Good Technology

Longtime readers of this blog know all about my ongoing saga with the Treo phone and Good Technology.

For new readers, the short version is that Good Technology makes the software for the Treo and the way you get it started is by linking to “get.good.com”  Now, sometimes people have problems and apparently — I don’t have a Treo and never will at this point — there aren’t any support numbers in the documentation. So, being the good netizens that they are, customers go to the Web to look for a phone number. Conditioned to add the www in front of a URL, many land on my Web site, getgood.com, instead of on Good’s site, good.com. And about three or four per week actually call us.

I have blogged about this for nearly as long as I have been blogging.  It took about a year for us to figure out WHY we were getting these calls. You can read my previous posts if you’d like to experience our ongoing discovery.  But earlier this year, we did indeed finally understand what was happening. We thought.

We wondered why folks didn’t understand that a marketing consultant was not the support department for their cell phone. But we figured they probably were just so desperate to talk to someone and get their damn phone working that it seemed worth a shot.

As I’ve written here before, I’ve reached out to both Good Technology and their PR agency using addresses found on the Web site, just to see if maybe they couldn’t do something to stop this annoyance. I do realize that I am just one person, and it doesn’t make sense to redo their software just because I’m regularly interrupted by their customers, but an apology would be nice. Instead my emails are deleted without being read.

So, I’d pretty much given up on contacting Good and writing about it here because it hasn’t done much, well, good. Either they aren’t monitoring blogs or they just don’t care.

I do feel sorry for the callers, so I always explain the situation and give them the correct Web site.

But today we reached the nadir. Something needs to be done. Today, some poor woman from Colorado was on hold for Sprint tech support and was transferred to my number. Apparently by someone at Sprint.

Enough already. Somebody at one of the companies associated with this software, please fix this.

That would be Good Technology, Palm (manufacturer of Treo), Motorola (recently acquired Good) and Sprint.

And an apology would be nice.

Tags: Susan Getgood, Getgood, Good Technology, Palm, Motorola, Sprint