Path: utzoo!attcan!uunet!clyde.concordia.ca!news-server.csri.toronto.edu!utgpu!watserv1!tom
From: tom@mims-iris.waterloo.edu (Tom Haapanen)
Newsgroups: comp.sys.sgi
Subject: Re: Hot Line
Message-ID: <1533@watserv1.waterloo.edu>
Date: 20 Mar 90 13:45:43 GMT
References: <9003131856.aa03408@CAD.USNA.MIL> <1200@sdrc.UUCP> <5424@odin.SGI.COM>
Sender: daemon@watserv1.waterloo.edu
Organization: University of Waterloo, WATMIMS Research Group
Lines: 38

>Scott_Klosterman writes:
>>    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.

Gretchen Helms <ghelms@hellfire.sgi.com> writes:
> Unfortunately, due to the quantity of calls coming in to the support
> line, *each* support engineer is dealing with an average of 50 to 60
> calls, and is constantly taking new ones.  If the engineer has the time
> and few enough customers, they will wait that minute or so to see what
> will happen.

This doesn't address the problem pointed out by Scott: even if you call
right back, YOU CAN'T GET THROUGH TO THE OPERATOR, but have to listen to
elevator music for five minutes first, after which it's too late.

However, let me point out a couple of things in SGI's favour:

First, most support engineers are willing to wait a couple of minutes on the
phone while I go try what they suggested.  Second, most of them are also 
willing to get back to you by email, if you just tell them you're on the
East Coast and are hard to reach.  Third, the support lines open EARLY; you
can call at 9 am EST and get hold of a support engineer (but not necessarily
thhe one you were talking to before).

But I *still* like the idea of an Email hotline where I wouldn't have to
hang on the phone listening to music...

[ \tom haapanen -- university of waterloo -- tom@mims-iris.waterloo.edu    ]
[ "i say what i say, but i say it for myself and myself only" -- me        ]
[ "i don't even know what street canada is on"                -- al capone ]