A friend of mine asked what the outcome was of the SkyGolf story I posted on February 9th. They finally answered the phone after being on hold for an hour and they were able to resolve my problem. The agent was extremely contrite and apologized profusely for my inconvenience He said that because of the launch of their redesigned website—which they had thought would be a relatively inconsequential upgrade—they got bombarded with calls.
I submitted the URL to the original blog via their website and I was subsequently contacted by the Manager of Support via email. He also explained the situation and avowed that this definitely wasn't the norm for their company. He offered me an accessory for my SkyCaddie as an apology. I turned it down, but thought it was a nice gesture.
As for moving forward, my advice is that if you're buying an expensive piece of technology like a SkyCaddie, call their support number before you make the purchase and see how long it takes them to answer the phone. Ditto for email if that's your preferred method of communication. It is definitely part of my pre-sales routine. For top-notch technical support, check out Canon and Panasonic. They both set the bar for customer-facing help desks.
For what it's worth, I like the Sky Caddie and think it does what it's supposed to. (Now if only my game was improved!) I just live in hope that I don't have to call anyone back!
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