Abysmal Informix Support

Folks, I've been dealing with Informix Support for the last several weeks and I guarantee you that my blood pressure is now dangerously high. Yesterday I wrote an absolutely scathing flame to post here about support, but I thought about it overnight and decided to take a more constructive approach. Informix Support in Lenexa seems to be dropping the ball a lot lately. Phone calls go unreturned. When your support person is on vacation or out of pocket, nobody else gets the case and the case just sits there. They promise to put a case in a high-priority queue and then never do it. I can't believe that the powers-that-be seem to have so little concern for their customers. Several years ago at the Informix Worldwide Users' Conference, the VP/Director of support, Jim Hendrickson (415-926-6300) promised us that it would get better, and it did...a little. But, I've been trying to lodge a complaint with Hendrickson's office for two days, and the only person I can get to talk to me is an administrative assistant who promises that she'll get someone to call me back, but they never do. Support is a godawful job...but making promises and not keeping them, not returning phone calls, and in general not treating your (**paying**) customers professionally can only make it worse. I just want to get someone at Informix to recognize that there's a problem. I'd like to see a continuing thread here on cdi regarding support problems. If the folks at Informix will not act when customers call and complain individually, maybe they'll respond a little differently when the info goes out to 40 million Internet users and gets seen and used by their competitors (Hello Oracle, you can use this post for sales purposes if you wish). Maybe Informix would like to talk to Intel about their experiences with irate Internet users over their Pentium divide bug. So, OK, am I the only one with these problems with Support? Joe -- --------------------------------------------------------------------------- Joe Lumbley(jlumbley@netcom.com) Dallas, Texas ----------------------------------------------------------------------------