Re: Informix support: Where are you?

In article <1992Apr21.193436.19122@informix.com> David Ranney writes: (in reply to Gregory Hogg) |> Your comments disturbed me since I used to work in the front line tech support |> organization here, so I took the liberty of looking up your old cases. I know nothing about Gregory Hogg's experiences, but mine lead me to say this: Be cautious about interpreting the info in the support database. While I hope that no one ever intentionally makes false entries, I KNOW that incomplete information and/or honest error can lead to entries that are incorrect or misleading. Case in point: the first bug I ever took the trouble to report was number 5843. I received a call telling me that it would be fixed in 4.0, and I've been told it was listed in the database as fixed, but it wasn't: see the current entry for "B11154 COMPLEX INPUT OR DISPLAY WITH THRU GIVES -4383" (which I found on INFORMIXLINK) for confirmation of this. (This bug is fixed in 4.1, at least for my test case.) Other, more recent experiences indicate that a case may get listed as resolved, when what really happened was that the user got tired of playing phone tag, or failed to get the message that Tech Support had called yet again. The tech support system has improved somewhat, but it is still often extremely frustrating for the user. When you notice that we're getting hostile, please don't jump to the conclusion that we're crazy. A little touch of "The customer is always right" might help Informix's customer relations considerably. -- Harry Bochner bochner@das.harvard.edu