Ryan and the rest of devsupp,
I fully understand the pressures your group is under, especially considering
the tremendous growth in numbers of developers for the PalmOS platform. All
in all you do tremendously good work considering the resources you currently
have. The work you do *is* appreciated by us all.
I know this is a resource issue. I also know that developers do not have
weeks and months to spare attempting to find answers. I point the finger and
add a *tsk-tsk* to those higher up for not foreseeing the situation and
planning better since there is a deliberate move to ramp the market. It
seems that support is always an afterthought. Sometimes I just want to shake
CEOs and VPs and let them know that Customer Resource Management is not a
package you buy, it's an attitude. Put the processes in place and set
expectations correctly. Personally, I'm going to keep sending in e-mails
until my issue gets answered.
<stepping off soapbox>
back to our regularly scheduled tech fest.
--Alan
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]]
Sent: Monday, October 25, 1999 4:37 PM
To: [EMAIL PROTECTED]
Subject: RE: dev support response time
Alan and others,
I'll be the first to admit that our response time, in general, is aweful and
has
been even worse over the last month. The entire development support group
has
been very very focused on PalmSource (I never knew that it took so much work
to
put on a conference!). As a result, none of us has had much time to answer
developer questions.
I know its been said before, but providing free development support has its
drawbacks. We have a developer community of well over 20,000 developers and
its
difficult for a team of 8 people to quickly respond to all the incoming
questions. The development community has grown so tremendously in the last
year
and we're all feeling the growing pains.
Rest assurred that we are working on ways to more adequately service the
development community and now that PalmSource is over we will have more time
to
continue that work.
I'm am very sorry that we have been rather unresponsive lately. We should
start
catching up now that PalmSource is behind us.
Regards,
Ryan Robertson
Palm Development Support
"Alan Johnson" <[EMAIL PROTECTED]> on 10/25/99 01:12:58 PM
Please respond to [EMAIL PROTECTED]
Sent by: "Alan Johnson" <[EMAIL PROTECTED]>
To: [EMAIL PROTECTED]
cc: (Ryan Robertson/MTN/US/3Com)
Subject: RE: dev support response time
hmm. Back when I ran a dev supp group, that would've been unacceptable
performance worth putting a warning in personnel files. Either that or
Maurice (or whomever is running the show now) has not done a very good job
in supporting his group in getting needed resources.
Of course, either way, lack of any response is not a very good policy for
developer relations.
--Alan
-----Original Message-----
From: Greg Bungo [mailto:[EMAIL PROTECTED]]
Sent: Monday, October 25, 1999 2:51 PM
To: [EMAIL PROTECTED]
Subject: Re: dev support response time
On October 11, my company received tracking numbers
for 3 separate questions. It is now October 25, a full two weeks
later, and we have not received a single reply to any of our
questions.
Don't hold your breath.
Greg Bungo
[EMAIL PROTECTED]
(630)949-3250 voice
(630)949-3299 fax
-----Original Message-----
From: Alan Johnson <[EMAIL PROTECTED]>
To: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
Date: Monday, October 25, 1999 10:22 AM
Subject: dev support response time
>After one has been assigned a tracking number, does it usually take a week
>to begin discussing a problem submitted via e-mail? I've no idea if this is
>a normal case or I'm being ignored.
>
>--Alan
>
>
>
