Wow, I thought I had seen lousy customer service, but Nuance is taking the cake. I have tried to contact the audio mining software company for the last two weeks, through their Enterprise sales web site (no response to my email), and on the phone to about 4 different phone numbers (no response to my voice messages). Tuesday the 7th I spent about 3 hours on hold waiting for their Enterprise sales departments (including multiple calls where I’d been hung up on while on hold, and voice messages on this line asking them to contact me), after trying other departments and complaining. Their other departments, however, don’t even know that the product I’m interested in exists. They did try to contact the Enterprise sales department themselves, however, but even customer service couldn’t get through! The hold “music” ironically talks about how customers go online to complain about poor customer service, and how their products can help you keyword search those web sites. And their website tag line: “As a speech company, we put a premium on listening – get in touch with Nuance today!” Uh, no you don’t.

I finally got ahold of someone in the Enterprise sales Thursday the 9th after a similar hold experience and at least 30 minutes on hold that time. Claudia told me they needed to know my budget, which I didn’t actually know. She said they wouldn’t call us back if we didn’t have at least 5-10K. I told her sure, then we’d have that if that’s what we needed. She took my name, phone number, and email, as well as Mark’s. Now, another week later, no response.

I’ve been hung up on 3 times this morning. I tried the customer service department again, and now I’m on hold while they try to contact the Enterprise sales people for me. The hold music has switched back from the stuff that customer service plays to that of the Enterprise line, so I’m suspecting customer service is not getting back to me, either. (One hour later, no response). By the way, Nuance, this does not bode well for our confidence in your technical support or customer service in general.

So, I’m putting it out to the web: if anyone has an audio mining software solution to search several camera audio feeds for keywords (basically something that competes with Nuance’s Dragon Audio Mining SDK), please contact us through this blog. Let’s talk. It’s more than your competition is willing to do.

[Specifically, we need something speaker-independent and that processes files automatically].