FrontRow – I applaud your customer service!

Juno-System-mittel

At school this week, our junior high French teacher was complaining that the brand new FrontRow Juno FM system which was installed in his classroom over the summer was not functioning correctly. The sound system is a necessary part of French class as it clarifies and amplifies the teacher’s voice so that he is easily understood by the students. On this particular unit, the microphones would not charge when they were plugged into the tower. As our school’s tech coach, I felt compelled to help with this situation. I spent a little bit of time online and I found the manual for the system. There were some troubleshooting tips in there but none of them seemed to solve my problem. I discovered that when I used a phone charger plugged into AC that the microphones would charge so I knew the problem had to be something with the tower. I phoned a former colleague at another school who has been using these systems for a few years…he had not experienced this problem before.

So…what now?

Here’s what I came up with:

juno1

It wasn’t too long before I received this:

juno2

I was impressed by FrontRow reaching out to me and including their Help department in the message. I sent back a message thanking them for their quick reply. Later on in the day, I had the following “conversation”:

juno3

Now that is what I call customer service! Quick and simple, but most importantly, effective. Now I know how to solve our problem and I didn’t have to sit on hold for an eternity. Great products are backed by great customer service.

Kudos to you, FrontRow!

 

 

 

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About Derek Hatch (Hatcherelli)
Assistant Principal and Technology Leader in Edmonton, Alberta, Canada

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