Whose a wise ass?!?! :P -----Original Message----- From: Bob Peitzke [mailto:[EMAIL PROTECTED]] Sent: Friday, November 16, 2001 12:05 PM To: MS-Exchange Admin Issues Subject: RE: CA becoming more responsive
Actually, Mr. Duncan told me they are working on that too. They are holding English classes for their Indian staff. I think he mentioned that it involves more than just language and accent, perhaps mannerisms, social customs & such. Maybe they need training in how to deal with wise-ass comments on American-dominated DL's ;o) - Bob -----Original Message----- From: Stephen J. Norton [mailto:[EMAIL PROTECTED]] Sent: Thursday, November 15, 2001 7:00 PM To: MS-Exchange Admin Issues Subject: RE: CA becoming more responsive You'll have to forgive me if I don't share in the excitement. One of my biggest problem with CA support is, even when I talk to a dispatcher (who's native language is English) and specifically request to speak to a tech person that uses English as their FIRST language, I still get a call back from a tech (from India?) that I truly cannot understand. As another before has mentioned on this list, I begin to feel bad asking the person on the other end of the phone to repeat, and sometimes even SPELL what it is they are saying because the extremely heavy accent and lack of recognizable diction renders their efforts all but useless. -----Original Message----- From: Lefkovics, William [mailto:[EMAIL PROTECTED]] Sent: Thursday, November 15, 2001 8:21 PM To: MS-Exchange Admin Issues Subject: RE: CA becoming more responsive Was that Michael Duncan? Isn't it amazing what they'll do when sales start dropping? William -----Original Message----- From: Bob Peitzke [mailto:[EMAIL PROTECTED]] Sent: Thursday, November 15, 2001 5:16 PM To: MS-Exchange Admin Issues Subject: CA becoming more responsive Hi, all, Thought I'd share with you my notes on this (surprising) new contact i just had with the Computer Associates VP of Technical Support. Though I had been a vocal critic of CA's tech support in the past, even back when I was an SE, I thought I was a lightweight when it came to CA-bashing on this list. So I was surprised when I got a call from their VP/TS, especially since he was calling from the east coast. Anyway, let me just hit the high points for you ... I told him my main complaints with CA products (ARCserve & Inoculan) were lack of real-time tech support, and the nightmare of RegIT. He agreed. Here are a few of the things he told me: - CA has relaxed their registration code, so that now it does not disable the service. - They have beefed up their support staff, with an office in India with 100 techies, and now 80%+ of their calls actually get answered by a real tech support person. Wow! I used to get the "take a number, we'll call you back someday" runaround. - Their knowledge base has been beefed up. I recall it used to be pretty thin. I haven't checked it out yet. Well, I was impressed that a high-level guy from CA is actually reaching out to customers and people in the industry, and trying to respond to criticisms. Maybe they have turned over a new leaf. I won't have the opportunity to really evaluate them as we are a Backup Exec / Sophos / Antigen shop, and being happy with these I'm not changing horses ... but maybe some of you out there will revisit CA products and give them a fresh chance. FWIW Bob Peitzke Information Systems Manager Sander A. Kessler & Associates Santa Monica, CA, USA List Charter and FAQ at: http://www.sunbelt-software.com/exchange_list_charter.htm List Charter and FAQ at: http://www.sunbelt-software.com/exchange_list_charter.htm List Charter and FAQ at: http://www.sunbelt-software.com/exchange_list_charter.htm List Charter and FAQ at: http://www.sunbelt-software.com/exchange_list_charter.htm List Charter and FAQ at: http://www.sunbelt-software.com/exchange_list_charter.htm
