Re: Informix Support?

I almost always had problems getting to the guy to provide support, right from serial numbers to the response time. We are reducing the number of user licenses and wanted to communicate the same to support, to make it effective from the next renewal. I've been calling and talking to different people, everytime they say someone will be call and address the modalities. I never got the response, when I called today again, the guy is asking me to send an e-mail explaining why we are reducing user licenses and all other details. This is after 3 weeks of calling and narrating the same story to whoever comes on line. I think by the time they address this issue we might decide against having informix and migrating to other databases. I get excellent support from HP with no hassels with the serial numbers and all kinds of confirmations -- just the system handle, they have a good online support on the web too. Vijay Rambabu > On Tue, 5 May 1998, Joe Lumbley wrote: > > > > > Is anyone else having a difficult time getting Support > > to deliver services? Over the years, I've come to > > expect to have to haggle and scream at the first-level > > support folks, just to get them to admit/recognize that > > I'm a support customer and that my systems are under support. > > By now, I don't even get bothered enough to make an > > issue of it. > > > > Today I got a call from one of my flagship customers, who > > touts my company's and Informix's products in seminars and > > tradeshows around the country. They're threatening to jump > > ship because every time they've called for support in the > > last year, they've had to do a goat dance to prove that they are > > supported. Informix seems to have one hell of a time tracking and > > validating their Support contracts. > > > > As my customer said, "I've called IBM for support for ten years. > > Each time, I just give them my customer number and I never have any trouble > > getting to a technical person. With Informix, I waste as much time > > with the accounting bullshit as I do with the technical stuff. It's > > just not worth it." > > > > It seems to me that the crux of the problem is Informix's poor system > > of managing renewals of support contracts. Anybody else with the same > > issues? > > > > Joe > > > > -- > > --------------------------------------------------------------------------- > > Joe Lumbley(jlumbley@netcom.com) author of: "INFORMIX DBA Survival Guide" > > > > Slaving away on "INFORMIX DEBUGGERS Survival Guide", available early 1998 > > from Prentice Hall/Informix Press. If you have debugging tips, tools, or > > ideas to share, please send me some e-mail. > > --------------------------------------------------------------------------- > >