Re: Input fails when on key calls function that opens Window.

David Williams wrote: > > I think I've learnt one thing about Informix support - you get much > better support if you take the time to > > a) get all the version numbers together that they require:- > Informix tool,Engine, UNIX. > > b) Get a small test case together and document it in a mail > message/fax eady to send. > > THEN raise the support call. > > Remember Informix support guys are human, try viewing it from their > end. They need a way to reproduce the problem or else they can't > solve it. You just waste one anothers time if you don't do the above. > > Also try to have some patience and understanding, take the time to > explain things slowly and clearly and clarify what you say until the > support engineer understands your problem. DO NOT stop explaining if > you think there is any doubt that the engineer has not exactly > understood your problem. I've been on both sides of this fence, having been in charge of Informix technical support for Southern Africa and having had to log problems both in the UK and here in South Africa. I agree with your recommendations. The problems faced by technical support staff are not so much that they don't know what they are doing (they do!) but they have never had to push the products to the limit and beyond as we users have to. They quite often fail to comprehend what we are trying to do and WHY! As you say David, this is more often than not because we don't have time to explain the full problem, but assume there will be an immediate answer after a few seconds of ramble. Technical support is one of the most stressful jobs out there. The best support people don't do it for more than 18-24 months. So no sooner have you found a really hot techie, then they move on to 4th line support, or porting! Ah well, keep up the good work people. Cheers, -- Mark. +-------------------------------------------------------------------------+ |Mark D. Stock - The West Solutions Group http://www.west.co.za | | | |mailto:marks@west.co.za +------------------------------------------------+ |Tel: +27 11 803 2151 |If it doesn't work... force it! | |Fax: +27 11 803 2189 |If it breaks... it needed replacing anyway! | |Cell: +27 83 250 2325 |Well, that's how I code anyway! | +------------------------+------------------------------------------------+