Re: Informix Support Problem

Sima Hashemifar writes: >>>But you would post to the net to clear your/company name? Why did you not >>>email your response? Neil S. Briscoe writes: >>Some at Informix choose to, some don't. In either case I don't see it >>as trying to make the company look good. It may be that they care >>what customers feel about the company *and* themselves. They're >>trying to do you a favour. Sima Hashemifar responds (to Neil): >You are quoting me out of context and I do not like that. Whereas the >engineer would would post his response, he asked me to use e-mail. That was >why I asked him for his motive, publicly. You quickly forget that I did not >get adequate support until I brought the case into the public forum. >Anyway, he has since replied by email thank you. Just to be completely fair, the engineer asked that you email him directly with the problem not to "hide" the problem from the net, but rather to facilitate responding to you. Here is the applicable text of his original post: |The reason for my concern is that I work out of the Seattle office and |generally try to take care of the folks in that area. If you have a |problem, please email me your case number and/or the problem or bug number |you were given and I will see if we can get your problem resolved. (I |really do recommend email; I am on an extended assignment out of the office |and calling the Bellevue office could result in a several day delay in |getting in touch.) Here is an engineer (and let me point out that he is *not* in tech support, but rather in the department known as Client Services, which used to be called System Engineers, which is really *pre*-sales support) who is currently on an assignment yet is willing to take the time to help you to resolve the problem you are having. He asks that you email him directly with the problem so he can get the info and respond more quickly, and you criticize him for this. I appreciate that you are angry due to the problem you have encountered (I have been on both sides of similar situations before). However, striking out at individuals who are trying to help you is not going to solve anything. I don't expect that you should be "thankful" given what you have experienced up to this point, but to be hostile toward this individual, calling his motives into question, is really a bit much. General comment: Note that many of us at Informix read this group, and take customer's criticisms to heart. We try to improve our performance based on what our customers have to say. None of us like reading postings saying "don't buy Informix products, their support stinks," and if such appear, we are usually interested in finding out the why's and wherefore's, so that, at the very least, we can avoid anyone else coming to that conclusion by making things better. I do hope that your problem can be resolved to your satisfaction, and I'm sorry you have not received what you consider to be sufficient service up to this point. I also want to say "bravo!" to David Coburn for taking the extra step in helping to resolve your problem. Dave -- Disclaimer: These opinions are not those of Informix Software, Inc. ************************************************************************** The heart and the mind on a parallel course, never the two shall meet. -E. Saliers