Re: Poor support

We also had an instance of very poor support (especially considering what we pay). We bought SE v7 and 4GL v6. Our problems came in our conversion from version 4.x of 4GL. Actually everything compiled without alteration (which was amazing!), but when we ran it all the screens crashed during the input statement. It took at least 4 weeks to solve the problem and Informix didn't even solve it. I went to their Tech-Link site and used their search engine to bring up a similar case (off this newsgroup!). I then e-mailed that person and he sent me the solution. It was as simple as adding one flag to the c-compiler. The answer was in (buried) in the release notes and the exact problem was in their database of archived c.d.i!!! Why couldn't my case-worker have done the same leg work in a couple hours? He spent time trying to duplicate the error on an identical platform. He couldn't get it set up correctly because internally they sent him the wrong tape 3 times!! He also said there were no similar cases in their case log. He would promise to call and not follow-through. He complained of being overwhelmed with work. That's OK but don't promise what you can't deliver. Also, when he was "so busy" he increased the priority of my case, but still no one else could help me. They all referred me to him alone. This delayed our implementation of our new database at least a month. Informix seems to be a decent product but their support is way below even the paltry standards of the software industry (based on this experience). I hope to never have a problem I can't solve on my own... ---------------------------------------------------------------------- Sean R. Durity _|_ E-mail: sdurity@cornercap.com Cornerstone Capital Corp. | Tel: (404) 240-0666 Atlanta, GA | Fax: (404) 240-0144