Re: Informix support: Where are you?

Clip.... clip.... >Thank you David for pointing out what is a common problem for all Tech Support engineers. Lets face it Tech Support (for any company) is a thankless job. >I too worked the front line of Informix's Tech Support line and was also >suspect of Greg's generization, but unfortunately I didn't have access to >the database to expose the truths. I agree tech support is a thankless job. I also believe the tech staff at Informix are trying their best to help us. As an academic point though these truths that you speak of are somewhat one sided. I really can't see a tech support person logging anything that wasn't at least partially complimentary to their work on the issue. Getting the 'truth' from the customer may balance this somewhat. > >It's too bad, but it seems that no matter what you do for some people all they >can remember is the one instance (or in this case the no instance) that they You can't seriously believe there is no instance where this customer was not helped. I would bet that my logs at Informix show a sparkling record of success for Informix as well... the truth... NOT. I have been helped in some cases, but the fact is I dread having to call Informix tech support on anything. I dread the 10 minutes of elevator music to get to a 'non-technical support representative', then waiting a day or two to get called back. The process is actually more painful than the problem. >got bad news. If people could just realize that tech support can't always >provide workarounds (some problems just don't have them) and patches (for any >"real" product patches go thru many months of QA before being released to the >public) maybe Tech Support engineers wouldn't spend 50% of there "career shelf >life" trying to find a different career. Very true. I don't think anyone here is denying the strain and importance of the job. Many of us must work with your product everyday, when it doesn't work the way it is suppose to, (and this is not just some $200 dollar product we're talking about), we want to know why. When we call support we expect to speak with someone who knows more about the product than we do -- granted not always a reasonable assumption. I do however believe that the Informix tech support system can be greatly improved in some areas, one of the first being access to the actual 'technical support representatives' without waiting 2 or 3 days. Another is being sent fixes if they are available without having to wait for the next upgrade -- which although is 'already available in version xxx' never seems to be available for your port. Again not tech supports fault, but a frustrating problem that should be addressed. >As one poster said in an earlier note, Informix employees often provide very >insightful information and tips on the net. In my opinion this is far beyond >the call of duty. In fact it may just be too far. As I remember Informix >charges money for Tech Support, so if they answer questions on the net from >non-paying individuals they have exceeded any expectations I could have from >any company. I find postings from Informix representatives quite helpful. I also think they significantly help the reputation of Informix. I do not believe it is in any way going too far. When you work for a company, helping that company is also helping yourself, the more help a customer gets the better they will feel about using the product, if they like using it, they will be your greatest selling point. Never underestimate the power of contented customers on the success of a firm. > >As David noted Tech Support can only help influence the dirrection a product >goes. If this was not your expectation of what a Tech Support group does >maybe you should talk to your sales person and stop slamming the people for >not meeting your self-set requiremnets. As one last comment, our self-set requirements are what supplies your business with revenue! It's the customer's requirements that make any business tick and it's those requirements that must be met if a company wants to remain successful. -- ALL COMMENTS ARE MY OWN AND IN NO WAY REFLECT THOSE OF THE COMPANY THAT -- EMPLOYS ME. -- /|| // // ,'/""\\' John Postma john@mks.com (519)884-2251 / ||/// //\\' `\\\\\\ Database Administrator, Mortice Kern Systems Inc. / |/ /_// \\\\___/ 35 King St. N., Waterloo, Ont., Can. N2J 2W9 o/ "Things are only impossible until they're not!" -- Capt Jean Luc Picard