I think this may be a general support issue. I used to work in HP's response center, supporting HP-UX "HA" (now known as "CS - Critical Support) customers on the backline (meaning any calls that got to me came through an HP frontline engineer first). At least 70% of the calls I got were answered the same way: have you read the man page, which answers you question in sentence x, paragraph y, section z...
I used to feel embarrassed on behalf of the admins calling in - they had done no research before opening a call. Unfortunately, you wind up with a lot of customer support engineers who also don't what the hell they are doing, either... As a customer, I have zero qualms with escalating a call if I feel the engineer is (in technical terms) a dumb-ass, or just doesn't understand the question/problem! Kevin -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Stephen John Smoogen Sent: Thursday, July 17, 2008 10:41 AM To: Red Hat Enterprise Linux 5 (Tikanga) discussion mailing-list Subject: Re: [rhelv5-list] RHEL6 Wishlist -- Less Regressions, more QA On Thu, Jul 17, 2008 at 11:27 AM, <[EMAIL PROTECTED]> wrote: > >> Wow! I thought I was the only one seeing such long times to resolve >> support issues. > > this is going to come across very negatively, but I have to honestly state > that I can hardly remember an instance where a support issue was solved (I > know there was 1 or 2 that I was involved in) by the technician and not > myself, if it was ever solved at all. I've seen little actual benefit to > my support contracts, at least where I was involved. Most of my colleagues > that don't have the same skill set and/or background may feel differently. > One of the reasons I left Red Hat support a while back was because the questions had gone down in skill needed to answer. When 19 out of 20 questions were being answered by reading a man page to user... it was no longer fun to work in Support. I found that working at other places, it was pretty much the same situation... many of the questions could be answered by doing some research, but most people did not seem to know how to do that. > admittedly I'm an RHCE, but if as a customer I can't call in and expect to > have a tech that can help me*, maybe they need a better support procedure > for those customers that know more than the average tier 1 tech. > Probably, but it usually the customers who want tier 2/3 techs don't want to pay for them (or as one boss at a big corp told me, if we wanted that we wouldn't be paying for you :).) -- Stephen J Smoogen. -- BSD/GNU/Linux How far that little candle throws his beams! So shines a good deed in a naughty world. = Shakespeare. "The Merchant of Venice" _______________________________________________ rhelv5-list mailing list [email protected] https://www.redhat.com/mailman/listinfo/rhelv5-list _______________________________________________ rhelv5-list mailing list [email protected] https://www.redhat.com/mailman/listinfo/rhelv5-list
