MarlonR's Presentation to Netmark's Clients

-Commendation-: delightment with your team's support... for an issue which was not theirs! :-)

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From: Sébastien Tardivon
Sent: Wednesday, April 23, 2008 1:38 PM
To: All of PH PSS Support Mgr
Cc: Christophe Rabier
Subject: delightment with your team's support... for an issue which was not theirs! :-)

Dear Sir / Madam,

As a part of your quality process, you offer customers to rate your services through a survey as soon as their issue is over. As usual, I filled the said survey following my last inquiry.

However, I hereby would like to escalate my satisfaction with your team directly to you.

The people of yours who helped me for the below-described issue are Vensan O. Arangote and Jun Franklin L. Rivera, and the issue has been treated through various case ID: 1-134958157, 1-137803379, 1-138323904, 1-138714575.

So, let me tell you our story:

My issue was not a technical one, rather a sales (then human) one: I had to renew/upgrade my product license, and not through our current reseller (he is unskilled, we stopped relying on his services).

At first, I contacted your team to know how they could help us to renew and upgrade our license. I was then told it was not part of their responsibilities, that some sales team should take care of that – what I easily can understand – , and your team then forwarded my request to China Mainland sales team.

That team did not follow up.

Then your team forwarded to Hong-Kong, which in turn and after few days helped me to contact the China Mainland team.

They eventually replied... by offering us to deal with our current reseller! After a small argue, we finally got contact details and a quote from another reseller... for a better price, and more users than we ever had from all the resellers – including ours – we contacted in parallel!

In the meantime of all of this, your team helped to push and find new relevant contacts despite it's not their job, what I really appreciate.

In other words, on all aspects of this problem which should not be yours, your team was still there – as usual – to help.

It's always a real pleasure to deal with your support team: each time I contact them, they answer quickly, find out relevant information dealing with the issue, and just fix it! But in this case, they even helped regarding some processes / concerns which are not part of their responsibilities.

You are welcomed to let all of your team know about my satisfaction about their services.

Wish all of you great success in your functions.

Warm Regards,

===================================

Sébastien TARDIVON

[Confirmation of Leah Zaragoza as a ATSC Team Leader]

From: Maenard Martinez (TS-PH)
Sent: Wednesday, April 09, 2008 6:12 PM
To: All of KR Support; All of PH ATSC; All of OBU Tech Support; All of HK Support; All of PH MSO Team; Oscar Reyes (TS-PH)
Cc: Elmo Alforque (TS-PH)
Subject: [Confirmation of Leah Zaragoza as a ATSC Team Leader]

Hi Everyone,

I am proud to announce the confirmation of Leah Zaragoza as the Team Leader for the email team of ATSC effective last January. She has been with Trendmicro and ATSC for more than 2 years now and had been on the acting capacity since last year.

She inherited a team with very green members before and just weathered thru high attrition. However, she was able to turn the existing members into more experienced support engineers, thereby, sustaining operations inspite of the huge challenges infront of her. Now, attrition is relatively low. And last Q1 this year, her team achieved a consistently high customer satisfaction compared to any quarter last year.

Congratulations, Leah!

Regards,
Maenard

[Customer Renewed due to Quality of Support]

-----Original Message-----
From: Ronnie Cunanan
Sent: Thursday, April 24, 2008 10:07 AM

Hi

I would like to provide feedback with regards to the way my issue has been resolved.

Marc Lainez truly provided an excellent customer service and didn't stop until the problem I had on hand was fully resolved.

As a customer I'm very happy with your support as a matter of fact I just ordered a license renewal of my current Trend Micro product.

For your info.

Kind regards

Ronnie Cunanan
IT Manager

-----Original Message-----

From: Ronnie Cunanan
Sent: 4/23/2008 01:31:57 PM

Marc,

I think that worked!

One virus was found and cleaned in one of the PC. But I cannot perform the same scanning on the other computer because it is located in Melbourne and the user's on leave this week.

Anyway, you may close this ticket now and we'll just open a new one if necessary.

Good job!

Cheers
-Ronnie

[Configuring Postfix as an Inbound Mail Gateway by Tyrone Cusi]

Here are the details, you can use this example:

In this scenario your Postfix server (gw.example.com) is relaying mails for hr.example.com and sales.example.com. Each domain has its own internal mail server.

1. Make sure that the DNS has been configured correctly with MX records for hr.example.com and sales.example.com pointing to the gateway gw.example.com.

2. In your main.cf file, set relay_domains to include the two internal domains:

relay_domains = hr.example.com, sales.example.com

3. Make sure that the transport_maps parameter points to your transport lookup table:

transport_maps = hash:/etc/postfix/transport

4. Add entries to your transport file for each domain pointing to the correct internal mail systems:

#
# transport maps
#
hr.example.com relay:[mail1.example.com]
sales.example.com relay:[mail2.example.com]

We've used brackets around the internal mail system host names to disable MX lookups for those systems.

5. Reload Postfix so that it recognizes the changes in its configuration files:

# postfix reload

TREND MICRO EMAIL NOTICE
The information contained in this email and any attachments is confidential and may be subject to copyright or other intellectual property protection. If you are not the intended recipient, you are not authorized to use or disclose this information, and we request that you notify us by reply mail or telephone and delete the original message from your mail system.

[Commendation - 03252008]

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From: Preetam Kumar
Sent: Monday, March 24, 2008 2:32 PM

Dear Sir Thanks for resolving My problem your Engineer Mr. Vensan O. Arangote has solve my issues with full satisfaction I Appriciate his job responsibility. He has solve many of cases in my end . So Again Thanks For Considering My issues PREETAM KUMAR

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[Commendation - 03172008]

-----Original Message-----
From: Anthony Chung
Sent: Monday, March 17, 2008 5:11 PM

Hi

This is the second time which I have contacted the Trend Micro Support. And I really like the quick response given in solving my issues. Solutions are to the point and explanations are clear and concise.

Thanks.
Anthony C.