Actually, from what I'm reading here (meaning I disclaim "assuming
what you say is the whole picture...")
it appears to me that the root problem is that the first attempt
at solving the problem resulted in a response that just mollified
and gave you the feeling of being responded to, without requiring
any time or effort on the part of the respondent. This is also
called a non-introspective response. Reaction.
It is a very common problem with e-mail support, in that we read onto
e-mail what we presume the person is getting at without REALLY listening.
How many times have you sent a question to an e-mail support addy, received
a response that fills you with the urge to reply "I already know _*that*_"
This is the fundamental human foible of projection which I believe to be
magnified by the limited verbal cues in cyberspace.
Had your query REALLY been 'heard' the first time, the problem could have
been spelunked and solved. Now, it waits...
Very common problem with e-mail support. I find myself *almost* making this
mistake a lot, and the problem is almost always within my immediate power to
solve with a fair bit of diligence.
So perhaps the problem could even be magnified (having a person sit around,
bored
to tears) by having 24x7 tech support. Perhaps the issue is one of training
for
the support staff in deep listening skills and always attempting to solve
the root
problem to a point of conclusion, not just trying to put the onus back on to
the
person requesting assistance.
This is a huge pet peeve of mine. For this reason it is entirely possible I
am projecting my own frustration on to this situation and have misread the
issue entirely :-p
But I don't think so....
-s
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED]]On Behalf Of [EMAIL PROTECTED]
Sent: Sunday, September 24, 2000 9:41 AM
To: [EMAIL PROTECTED]
Subject: RE: OpenSRS Support - Comments Anyone?
Here is an example:
(all times are in Pacific)
From Friday, 1:20 PM Pacific Time, until Sunday 9:36 AM, -- NO REPLY FROM
[EMAIL PROTECTED], follow the timeline below:
-------------------------------
1. Email sent to [EMAIL PROTECTED] telling them that a .ca domain isn't
upgradeable via a pre-registration, eventhough it should be (since no other
3rd or 4th level domains exist)
This happens on Friday, 1:03 PM
-------------------------------
2. An e-mail is received from [EMAIL PROTECTED] saying that the reason it
isn't upgradeable is "probably" because another 3rd or 4th level domain
already exists.
(This is a generic canned answer -- they didn't check for this domain)
This happens on Friday, 1:14 PM
-------------------------------
3. An e-mail is sent to [EMAIL PROTECTED] saying that a 3rd or 4th level
does not actually exist -- and that they should check on this matter.
This happens on Friday, 1:20 PM
==============================================
POOF! It is now Friday, 5:20 PM Eastern, and
all regular OpenSRS staff go home for the weekend.
==============================================
From Friday, 1:20 PM Pacific Time, until Sunday 9:36 AM, -- STILL NO REPLY
FROM [EMAIL PROTECTED]
By their standards, this is a non-emergency issue (especially since
November 1st is the pre-registration deadline). However, this means I must
"queue" up these issues and overload them on Monday.
This is the point -- I think that someone should be answering what is sent
to [EMAIL PROTECTED], 7 days a week, within a few hours of receiving a
non-emergency message.
If OpenSRS doesn't have the funds to employ persons 24x7, then they should
offer support contracts to do that, and let it be optional to the RSP's to
purchase one.
