Path: utzoo!utgpu!news-server.csri.toronto.edu!cs.utexas.edu!uunet!sdrc!crscott
From: crscott@sdrc.UUCP (Scott_Klosterman)
Newsgroups: comp.sys.sgi
Subject: Re: Hot Line
Message-ID: <1200@sdrc.UUCP>
Date: 15 Mar 90 16:09:52 GMT
References: <9003131856.aa03408@CAD.USNA.MIL>
Organization: SDRC, Cincinnati
Lines: 32



    Certainly I've recieved better response from the SGI hotline
    than EVERY other vendors Hardware/Software Support line, for this
    would like to give you a hand. (clap,clap,etc.)

    But consider the following.


    After I receive a call back at my office phone (usually the next
    morning as described previously for us East Coast persons) I try
    the little tidbit which the Support person wants me to try which
    will verify the problem. This usually involves shutdown of the 
    machine so I tell Support I will call him/her back right away, hang
    up the phone, walk to the machine, and call the Hotline back within
    thirty seconds. Now instead of getting an operator, During busy periods
    (afternoon our time) I get about five minutes of music, by the time
    some-one picks up and forwards my call, the Support Engineer has given
    up on me, and called another person or had another call come in. So I 
    leave a message and write down the results of the previous test and walk
    back to my office and wait for his call. This may happen again if the SE
    has found something else to try.

    A lot of my time could be saved if I was given the direct call
    number of the SE to call him back. Instead all the SE are given
    instructions that all calls should go through the hotline even if
    a call has already been logged.

    Lately it seems that I don't wait nearly as long getting through the
    hotline, have you hired additional hotline staff?