Support (was Informix I-Net problem)

In article <memo.585538@cix.compulink.co.uk> shemminga@cix.compulink.co.uk (Stuart Hemming) writes: >I've found that dealers aren't as helpful as they might be. This >generally comes from lack of product knowledge on their part. > >The problem seems to be that users aren't supposed to take to >Informix (or distributors) directly, at least not in the UK. Once the >problem gets progressed up the line that far thinks start to happen. >Unfortunately this can introduce a delay of up to a couple of weeks >8-(. In my opinion (as one who provides application support to our customers) generally, when I need support myself, my experience ties in with Stuart's. Before you get anywhere, there's a question of "have you got a support number" or at worst "have you had a support answer from us before?" (this from Informix(UK)). All this in a country where we are basically setting ourselves up as a service providing nation (we've precious little manufacturing left). Compare this with the American attitude where an article I posted a couple of days ago generated a response from Jonathon Leffler (I've lost your email address Jon although I did reply). No "Have you a support contract?" No "How many of our products have you bought?" He simply pointed me in the right direction. (And guess what Jon, on second and subsequent use of the same variable in a module, this beast defines it as extern...., but not on the other machines.) So. Don't let me read anyone criticising Informix Inc.'s support. Why should Jonathon (or anybody from informix.com) bother to respond to stuff posted here. They're not paid for it. (Are you?) On the other hand, if you want to criticise support that (doesn't) happen on this side of the duck pond - well, go right ahead. Regards Neil Neil S. Briscoe Telephone: +44 252 376737 System Administrator Fax: +44 252 376644 Email: neil@salmon.demon.co.uk nbriscoe@cix.compulink.co.uk Bartec Medical Systems Ltd. Impression House Invincible Road "!##@!** Listen who swears Farnborough Christopher Robin has fallen downstairs" Hants GU14 7NP -- The Goodies Book of Criminal Records England "A man is incomplete until he's married -- then he's finished!" -- seen on a desktop calendar