Ascend Archive
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Re: tech support - was (ASCEND) Why TNT?

>From: John Miglio <migliosoft@migliosoft.com>
>
>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".

Perhaps I'm too generous, but I don't know how many companies are going to
bother reproducing a problem in-house to help some dude without a support
contract.

With this type of equipment, we all need it to work 100%, all the time.
Back in the real world, I think Ascend does a pretty damn good job with the
hand it's dealt. No-one can reproduce a problem of this complexity, locate
the cause of the bug, write a new release, test it, and get it out to the
rest of the hoards in the timeframe we all want--right goddamn now. Six
weeks is hell with problems with this stuff, but really, what do you expect?

>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?

I don't have a contract. I'm almost afraid to say it, lest someone realise
they should be less helpful. ;-)

Seriously, sometimes I get support people who are in over their head.
There's more of them, relative to me, as I learn what I'm doing. But when I
ask a hard question and get it escalated to a guy who _knows_, I get
results.

Peter Lalor
Infoasis
plalor@infoasis.com
http://www.infoasis.com/
415-459-7991 x102
415-459-7992 fax


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