Re: Poor support

> sdurity@CornerCap.COM ("Sean R. Durity") writes: .. Snipped... > 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... Did you talk to this persons manager, or the manager above that again. Did you give a clear and non angry report of the exact things that had happened. Here in Norway we get realy excelent support. If a problem isn't resolved immediately I ask for the case number. Immediatly after I am off the phone I get a fax and/or an e-mail with the facts of the case. Cases are usually resolved quickly. In one case it was not. I called the manager. Shortly afterwards I was called up by a manager in England who asked for the facts of the case. When I had explained them, he promised immediate resulution and deliverd via another technical person. It is all impressive and works the way it should here. It does however require that I work with the support people, set the right priority and give them good input to work with, but that is as expected. I wouldn't complain much to the technician, only describe the situation to a manager and expect results. If this doesn't work properly in the US it is a management issue that shouldn't be very diffcult to resolve. Informix will (or should) loose their ISO 9000 sertification if they don't. Nils.Myklebust@ccmail.telemax.no NM-data, Aasesvei 71, 1300 Sandvika, Norway My opinions are those of my company