$4,000 of Free Service?
Yes, and worth every penny to us!
Since its founding TheFormTool, LLC has offered 100% free service to all of its customers, even the thousands using only the free version of TheFormTool. Our team’s 10,000 service encounters have produced a 99.97% success rate solving the customer’s issue(s) and providing us with hundreds of ideas on how to improve our products, leading to more than 100 updates and upgrades.
The vast majority of service calls involve just a single issue and are typically resolved in about 15 minutes. We’ve learned that the difficulty reaching a solution increases as the square of the number of simultaneous but separate issues; two issues are four times as difficult, three are nine, and record-breaking four issues require at least 16 times the normal time and effort.
In every case though, when the Team on our Service Desk starts with free service it keeps going, no matter what.
This was brought home in a recent case where our internal costs to diagnose and fix a customer’s problems for free exceeded $4,000, a record. We believe the most significant problem, and the one most difficult to diagnose, was once again caused by a Microsoft Word update, this one distributed on December 12, 2023. We believe it is the third automated Microsoft update over the past twelve years to cause a serious problem, in this case both blocking and interrupting Doxserá’s Sets function. The previous bugs were repaired by Microsoft in subsequent updates. In this case, we’ve already adjusted program and user processes to avoid the problem. Please see the following article.
Customers can be confident that our commitment remains the same: whether an issue is program-, user-, environmentally-, or even Microsoft-created, our team at the Service Desk stands ready to help.
