So you know how it goes. You tell someone something and then everything changes and you look like an idiot. What can I say? I wrote an article about Track Pass and the next weekend when qualifying and the race occurred everything was different. Qualifying was gone from Pit Command the version of Track Pass that I use. Just to keep the record straight, if Ken Schrader were still racing, on a regular basis, I would go back to watching Race View, but while I like lots of the drivers who aren’t in the front, there is no particular one I want to follow.
I loved watching qualifying with the line across the top that showed where different drivers qualified as it was going on. As more drivers qualified the slower drivers were moved back. It was so much quicker than waiting for the television crawl. There was also a map of the track with two little dots with car numbers that race around it. One dot is the current leader and one is the current qualifier. It is a quick comparison. There are other ways to watch, but that is the one I like. Not only that but you can see who is up next to qualify. If you need a quick break, you can pick your time.
Qualifying was just not available on Pit Command any more. As if that wasn’t bad enough, the screen just said that the next event would be the race. While that sounds okay, it isn’t. It used to be that the box said that qualifying or race time was in so many minutes, or hours and minutes. I liked that because then I knew how long I had before I should get myself set up to watch the race. It takes a little time. It was a little thing, but a pesky thing. Not only that, but worst of all I had just written an article for Associated Content about Track pass and now it was wrong!
I decided to complain. In fact I was so put out I decided it was time to quit. Track Pass is spendy, but I might consider backing down to just the scanner feature which costs less. That way I could still have Big Earl whisper in my ear. We joke about Big Earl whispering in my ear as I fall asleep. My husband doesn’t even mind. Big Earl, who I have never met, or seen for certain on the television, does have a smooth voice and Jimmie Johnson is so blessed to have such a nice voice in his ear saying “Clear, clear high, two back.” If I am tired, it is easy to doze off to, but mostly it is pleasing to the ear. I wish I had it on tape so I could listen to it if I have trouble falling asleep. I began listening to Jimmie Johnson because every time I listened to someone that I liked, they wrecked, or finished near the back. (see Ken Schrader) That means I could only listen to a driver that I wouldn’t feel badly about if he wrecked. I knew that Chad Knaus was interesting from watching “This Week in Nascar” (that show was lots better than the new shows) and “Nascar Performance.” So that was how I began my relationship with Big Earl.
Anyhow I decided to complain. I called the number I have in my cell phone for Raceview support. 1 866 722 5299. I put it there when I was having trouble making things work on my computer. You can call that number during normal business hours during the week or an hour before to an hour after a race. They have been very good about helping me clear things up. I try not to call during the race unless something is really not working, because I know I will have to wait. They are very good about helping you to fix things on your computer.
I listened to my options and chose the discontinue service option. That gets attention with any company. I was lucky to get a chance to talk with Chris. He was very understanding when I complained about the loss of qualifying and the change of screens before the race. He said that the system was going through changes and that when new things were being put in place, it took a while to work out the bugs. He said that there had been a lot of complaints and that he believed that those features would be returned. I told him about the articles I have written about Track Pass and he said that he and his supervisor had read them. I had told someone else there to check them out when I called because we changed e-mail servers. Not only that, but their customer had been there and was pleased. So I must have gotten a gold star.
I have talked with Chris before and he has been the absolute best. Customer Service people always seem to get the worst calls. Angry people who are unhappy with everything, want to take it out on the person on the telephone. Handling them is an art and must require the patience of a saint. Chris does it well. I am hopeful that the problems I had with the changes they made will be resolved so I don’t have to write a revision of my other article. Thanks Chris for being helpful.