Ascend Archive
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(ASCEND) Re: tech support
At 11:28 PM 1/17/98 -0500, Leon McCalla wrote:
>support for me has been great. it was so good i felt it was worth the money
>and i bought 3 support contracts.
>I don't mind being called back 4 hours later for non-critical issues because
>i knew that i could hold for an engineer in a real emergency. now that i
>have a contract, every call is treated as an emergency so i send e-mail when
>i have a simple question or call if it is important.
Pehaps I just got a bad roll of the dice, and got a less experienced tech. But
Friday when I called about my PPTP problem (just standard support method), I
was told that he needed to setup a system to try and duplicate my problem.
That
was going to take him 2 days. If he did verify my problem, he would have to
pass
it on to Engineering, and I wouldn't see a resolution for 4 to 6 weeks!
Considering that my system is crippled because of this problem, I found
that to
be "less than ideal".
Although, I have seen other people on this list rave about how good support is
with a support contract. Maybe thats what makes the difference?
John Miglio
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