30 Jun

tech support conversation…

Conversation I had with tech support at onlinesheetmusic.com

I would normally not print this kind of stuff, but it really irritated me that everything I wrote had to be repeated two or three times.

Please wait, an operator will be with you shortly.
Your request is important to us. Please wait, an operator will be with you shortly.
You are now chatting with Bill A (Customer Support) - Customer Support
13:18 Bill A: Hi
13:18 Kae Verens: hi - having trouble printing a sheet I just purchased. invoice number 80300
13:18 Kae Verens: I use Linux. not Windows or Max
13:18 Kae Verens: Mac, I mean
13:20 Kae Verens: the Instant Print does nothing, and the Online Sheet Music Viewer requires Windows or Mac to run (I don't use either)
13:21 Bill A: Can you please try to print it,Mac or P.C
13:22 Kae Verens: I DO NOT USE MAC OR PC. I've said that twice already.
13:22 Bill A: I have reset you print rights , whenever you want print your music, you can easily take your print.
13:25 Kae Verens: clicking Print on the big green button does not work. I get a 20...40...60...80... notification, then "ERROR Please contact support at help@onlinesheetmusic.com"
13:25 Kae Verens: As I said already, "the Instant Print does nothing"
13:26 Bill A: Please open the viewer by using your Email address (that you registered with us) and password (that you use at the time of login through our website). Then click on the synchronize button that is under the Score list looks like (Z). Then you can transpose, play and print your purchased songs.
13:26 Kae Verens: What viewer?
13:26 Bill A: Please Install the Online Sheet Music Viewer 1) Download the viewer - ( http://www.onlinesheetmusic.com/download.aspx ) 2) Run the installer
13:26 Bill A: After installing open the viewer by using your Email address and password. Then you can play, transpose and print your music sheet.
13:27 Kae Verens: I am going to say this once more: I AM NOT USING PC OR MAC. I use Linux. the link you are pointing at gives downloads for PC and for Mac. There is no download for Linux. I cannot install your software.
13:28 Kae Verens: just give me the PDF. I can print it out directly...
13:28 Bill A: Please hold for a moment.
13:31 Bill A: Unfortunately, You can only take the prints, that’s why we do not have PDF.
13:32 Kae Verens: Then I would like a refund. There was no notification before my purchase that I would need to install software to print my purchase.
13:33 Bill A: Do you want refund?
13:33 Kae Verens: I just said that.
13:34 Bill A: I have refunded your money back to your account. Please allow 1-2 business days for the refund to appear on your statement.
13:34 Kae Verens: Thank you.
13:34 Bill A: You are most welcome.
13:35 Bill A: Thanks for chatting with us. Have a nice time. Bye!

At times, I thought I was conversing with a bot.

8 thoughts on “tech support conversation…

  1. I think it was. there’s some obvious copy/pasting going on, but it certainly had the Genuine Idiot ™ feel to it

  2. FYI … if you had installed the Windows version of the viewer, it DOES install under WINE and it DOES work. This is one of the few viewers that works for the Linux platform and you can log in remotely to your account with no problems.

    I use this site and it works quite well on my Mageia2 Linux system.

    Hope this helps.

    If I were you, I would try to download the viewer software, install it and try to print the free sample available on their site. I intend on using the services from this company until the Windows version of their veiwer quits working.

    BTW … most people answering the phones for these companies will work from prescribed answers and they have very little knowledge of anything that does not fit within the parameters of the set answers they have.

    I had already emailed onlinesheetmusic.com thanking them for keeping their software compatible for Linux through WINE. I have found their service excellent and have been promoting them to the Linux community interested in sheetmusic downloads.



  3. Thanks Marc. to be honest, using Wine did not occur to me at all. I was surprised to require any software at all, and the correspondent’s total lack of ability to read what I was saying drove me into a rage.

    This wasn’t a phone conversation – it was a text conversation. I would have expected the support person to have at least the ability to read and understand what was being read.

  4. No problem. I think your impression of the site services will change once you get the software working. Let me know by email if you need help or with trouble-shooting.

    BTW … I read your article about your clavichord experience. Try to not build it too rigidly or you will not have it sounding a well as you think.

    Anyway, I have left the URL location to my early music e-zine. Feel freee to browse the pages and resources.

    All of the best luck at the next version of your clavichord build.


  5. thanks again – /very/ much appreciated! The clavichord project is a long journey for me; I’m not going to even pretend that the result will be a quality instrument, but for me, it’s the journey which is important. I will learn a lot from it, and that’s the reward that I get from it.

  6. This is the proof that human beings aren’t listening. They can’t do this simple thing. Inside their heads it’s circulating only Mac and Windows…

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