Ascend Archive
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Re: (ASCEND) Ascend going mad ? (was: Stable code for Max 1800)
At 11:00 AM 4/21/98 +0200, Andre Beck wrote:
>Hi,
>
>now it is not the first day trashed with an Ascend problem for me, but
>what I heard back from EMEA support on one of the most esoteric
>problems with Max1800s really shocked me. It is ignorance at its best,
>and it finally gave me back the feeling that reporting bugs to the TAC
>is ABSOLUTELY USELESS because nobody cares about them. Note that I was
>currently developing the impression that this feeling might be wrong.
I've been following this thread and I wanted to point out that
this is actually one of the reasons we setup this mailing list. We *DO*
want *ALL* issues to be raised with the appropriate channels (TAC/support
email etc). to give them a chance to do their jobs. BUT we also need a
channel to report when things are not going so smoothly. ASCEND actually
gains from this....firstly we learn of an issue that we *may* not have
heard through normal channels (like the recent security advisory), and
secondly we use this to "police" our other channels. As has been pointed
out here, Matt and I not only attempt to help answer questions here, but
we also use this list as our "finger on the pulse" of a subset of our
user community. When things like this happen, we know who to escalate
issues to, and WHEN.
In this particular case, we were able to direct the issue back to the
right people in EMEA support. They have been in contact with Andre and
he has the direct line into one of the senior guys there.
We are already working on a fix for what we think this problem is, but
as I've not been directly involved yet I don't know if it is sync related.
I'm sure either Andre or I will update this when we do have the details.
Kevin
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