On Tue, 13 Apr 1999, Mike Pellegrino wrote:
> >Best support has and always will come from users on newsgroups. Most
> >company Tech Support is WORTHLESS. And that's not just my opinion.
>
> Pure and simple, this is bull in the context of this forum. I don't
> know what other companies the author of that statement has dealt with
> and I don't care. What I do know is that it does not apply here. There
> are plenty of representatives on this forum from both Palm and
> Metrowerks that are basically bending over backwards to serve the needs
> of the developers here. They take quite a bit of nagging, bitching, and
> abuse from some rather obnoxious individuals, push it aside, and attempt
> to address our issues. How would you like to work under their
> conditions?
I think you totally misread what I said (meant) or I just did not say it
right. What I said (meant) you vouched for in this response. I said the
best tech support comes from the newsgroups. What I meant was the tech
support you get when you call a company 800 number is largely worthless.
I agree with you 100% that the representatives who respond via the
newsgroup great support. But I have not found this to be the same when
you call the 800 numbers or contact them directly via email.
I contacted 3com via email (not via this newsgroup) and they told me for
instance, that the streaking was normal and acceptable to 3com. What I
received via this newsgroup was that "3com does not say this is
acceptable" and "they do care about the problem".
Which is right? I'd say the newsgroup support provided the correct answer
and yes, it was from a 3com employee.
So, I don't think we disagree.
>
> Have they been slow to respond? Nope. I have seen many, many, many
> occurrences where the emails are answered within minutes of the
> postings. Have they attempted to address our complaints? Always. I
> applaud the work of people like Jun-Kiat Lam, Eric Cloninger, Bob Ebert,
> Keith Rollin, Dave Fedor, Roger Flores, Jim Schram, and anybody else
> whom I have forgotten for their continued commitment here--regardless of
> whether they are paid for it or not.
>
> Here's some statistics from www.egroups.com which substantiate what I am
> stating:
>
> Top Posting Authors:
> Bob Ebert (246)
> [EMAIL PROTECTED] (138)
> David Fedor (113)
> Jun-Kiat Lam (64)
> Eric Cloninger (57)
> Jim Schram (37)
> [EMAIL PROTECTED] (30)
> [EMAIL PROTECTED] (27)
>
> Out of a little over 10,000 messages to this group in the last year,
> over 700 of them have been from these individuals and many are quite
> substantial in their content verses the many me-toos we post all the
> time. Is this kind of attention "WORTHLESS"?
>
> For further discussion on this, I welcome feedback at my personal
> address of mailto:[EMAIL PROTECTED]. No need to raise the noise
> ratio on this list more.
>
> Good afternoon. And if I don't see you, good evening and good night.
>
> Mike
>
>
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