Re: Abysmal Informix Support

This is a multi-part message in MIME format. ---------------------------------7466901403715393011739463226 Content-Transfer-Encoding: 7bit Content-Type: text/plain; charset=us-ascii Joe is correct. Things need to improve. What I can't understand is, why isn't Informix Support doing more with the web site? Its terrible trying to use TechInfo on the web to search for existing problems, and if I need to open a bug, I still have to use the phone. Why can't we open problem records online in TechInfo? It would be much easier to log pertinent information (log records, onconfig files, etc) and would in theory, allow for faster resolution of our problems. In addition, it would be nice to be able to see the Informix Support comments in those same problem records. That way I could track the progress of the resolution, and both sides would have a shared record to refer to (with dates and times of response). I suggested this to one of our marketing reps, and his response was "it'll never happen. There's no way a customer will be allowed to see the comments that Tech Support put in a problem record with regards to the customer who owns the record". If this is true, then the problem is that of Informix corporate culture being flawed. I'd like to believe that this attitude is the exception and not the rule, as I've dealt with several Informix people via this news group and they have always been helpful and attentive, but I can't think of any other reason why we can't have a full record of problems. No matter how good the product is, and how superior its features are to those of competitor's products, if a good support structure isn't in place, the product and company will eventually fail. Thanks for starting this thread Joe. ---------------------------------7466901403715393011739463226 Content-Transfer-Encoding: 7bit Content-Type: text/plain +-------------------------------------------------------------------------+ | Mark Christmas | | CrossKeys Systems Corp mchristmas@crosskeys.com | | 362 Terry Fox Dr | | Kanata, ON Phone (613) 591-1600 | | Canada K2K 2P5 Fax (613) 599-3626 | +-------------------------------------------------------------------------+ ---------------------------------7466901403715393011739463226--