At 1/20/01 11:22 AM, greg wrote:
> HAVING SAID that to all those whinny folks that like to
>continuously fill this thread up with complaints about support responses
>time .....
That would be me, I'm guessing.
>please stop telling us your problems....
So I shouldn't mention I have problems that aren't being resolved by
support, or discuss larger issues that I feel are being ignored by
OpenSRS, on the OpenSRS lists (which are intended for "peer support and
discussions of issues related to OpenSRS", according to the Web site)?
I've gotta remember that one. "Please stop telling us your problems" on a
peer support discussion list. That's rich. What a handy phrase!
In general, I like OpenSRS; they have a basically good product and a
dedicated team of hard-working, intelligent people. However, some things
are slipping through the cracks, and these things are causing problems
for me and others. They should be discussed; I don't consider that
"whinny".
>If you have a urgent issue like the legal
>kind pick up the phone and call support or being legal call a lawyer our
>support folks deal in computers and programming after all...Support is
>always there.... you may have to be on hold a bit but if its so urgent you
>shouldn't mind waiting 2-3 minutes.......
I expect that when an e-mail address is published by a company as a
support address, or an address to send legal questions to (which is what
"[EMAIL PROTECTED]" is for -- I was specifically told by an OpenSRS
employee to use that address for my question, and it's listed on the Web
site), that it will be monitored and answered in a prompt fashion.
What are you espousing -- "well, it's okay to get two weeks behind
answering e-mail; if they really want to get in touch with us, they'll
call us?" That's a "screw the customer" attitude. It's not okay. It leads
to a poor image of your company from customers who trust you when you
tell them to send e-mail. I expect and demand better from any company I
do business with.
I will call them, as I said. However, it would have been easier for
OpenSRS to simply answer my e-mails, which were a concise description of
my problem that could be routed to the right person for his or her
reasonably prompt reply at a time when it was convenient to investigate
and deal with it. That is why e-mail is better than a phone call for
support requests, and why I try to use it in general. (I speak from
personal experience working in support departments.)
>REMEMBER you would expect them same from your customers if they have a
>problem with you...You want them to tell you! not others!
Yes. I *have* repeatedly told OpenSRS about my problems privately. That
was the gist of my complaint, that telling OpenSRS about my problem and
asking for help wasn't working.
Ideally, bringing the problem to light would perhaps allow someone else
at OpenSRS to help me get a response to my question, and perhaps make
sure that the same delay doesn't happen to others. That would be helpful
for both me and OpenSRS.
--
Robert L Mathews, Tiger Technologies
