Path: utzoo!utgpu!news-server.csri.toronto.edu!rutgers!uwm.edu!wuarchive!zaphod.mps.ohio-state.edu!mips!daver!vsi1!octel!richard
From: richard@octel.UUCP (Richard Karasik)
Newsgroups: comp.unix.sysv386
Subject: Re: Kudos to Interactive for support
Keywords: great job
Message-ID: <359@octelb.octel.UUCP>
Date: 7 Dec 90 23:27:36 GMT
References: <318@iphase.UUCP>
Organization: Octel Communications Inc., Milpitas Ca.
Lines: 36

In article <318@iphase.UUCP> floydf@iphase.UUCP (Floyd Ferguson ENG) writes:
>About two weeks ago I got a brand spanking new version of ISC 2.2
>through their ISV program for some driver development here. I also
>got a letter with an 800 number and a support number for 90 days
>of free support.
>  ......
>So, my problem is fixed, and I am impressed. Very impressed.
>This is the way phone support *ought* to be handled. Personal service.
>I never had to hold more than a minute or two. And real technical
>support. 
>
>I came away convinced that this is the way my company ought to handle
>this. And I don't think it gets any better than that.
>
>Congratulations, Interactive. And thanks.
>

You ought to really try their end user support which is markedly different
than what you experienced. Instead of choosing 1 on voice response, choose 2
because you don't have an ISV agreement number. Then see what happens.

Also try hanging on hold waiting for free support when they don't give you an
800 number. My record was 45 minutes before I gave up (i know I musta lost my
head)

90 days is weird - I only got 30.

I agree about Eric - after browbeating the know nothings that answered the
free support line, I got Eric online and he had things cleared up in a matter
of hours -something the other support specialists couldn't do in 2 weeks.

My point is the high powered help should really get on the front lines to see
what their product is like in neophyte hands -not in expert hands.

Richard karasik
richard@octel.com