Re: Quality of Informix Support

Cathy Kipp (ckipp@vth1.vth.colostate.edu) wrote: <deletia> Cathy, Let me second your motion here. Informix Support has some problems, but they have gotten a lot better. I think the problem is that for a lot of us, we've gone a lot further into the products than the typical Joe User. By the time we get to the stage of having to call Support, we have a pretty good idea what's going on and expect the Support person to immediately be on our level. Unfortunately, Support seems to need to be all things to all people. Frankly, I wouldn't be surprised to find out that about 90% of their calls are of the "plug the computer in, you idiot" nature. What I'd like to see is something more on the level of an "Advanced Support" option, preferably one that doesn't cost us more. Once a user had shown a basic competence, maybe by taking classes, maybe by some sort of certification process, or whatever, we would be able to bypass the initial stages of screening and get immediately to someone with code knowledge. I think something like this would be beneficial to users as well as to Informix. The user benefits would be obvious. Informix would benefit in PR, customer satisfaction, and better contact between code-literates and heavy users. Maybe even some sort e-mail or internet support would work. I wouldn't demand immediate responses, as long as I knew that my problems would quickly reach the eyes of the people who could do something about them. For one, I've never been disappointed once I got to higher-level techies. But I don't know how many times I've been frustrated and pissed off having to explain the same thing over and over again to the lower level support folks. Come on, folks......I can and do read manuals and I don't need someone to read the manuals to me over the phone. : Sorry about the length... but I feel something positive needs to be said about : this extremely maligned group of people. me too.....got up on my soapbox for this one. Joe -- =========================================================================== jlumbley@netcom.com (Joe Lumbley) BancTec 214-450-9896 Dallas, Texas Watch for my _INFORMIX DBA SURVIVAL GUIDE_ in Sept '94 from Prentice Hall! (Informix Press, ISBN 0-13-124314-4) ===========================================================================