On Sun, 20 Sep 2009, Jeff Kell wrote:
Front-line TAC has gotten "incomprehensibly" bad. The most recent case came back with info request (this is a direct quote):
I've run into this in the past with different vendors, even on occasions when the most frequently needed information ("show tech", "request tech-support", etc...) is attached to the support case before it gets assigned to an engineer. A response like the one that was previously posted indicates that the engineer who handled the case failed to look at those attachments, wasting time and effort on both sides. I think a language barrier has factored into this to some degree. When issues like this come up, I make sure my account team for $VENDOR knows about it and that has helped.
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