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From: ahodgson@athena.mit.edu (Antony Hodgson)
Subject: Re: Problems with TC++ tech support
Message-ID: <1991Jun12.130713.9438@athena.mit.edu>
Sender: news@athena.mit.edu (News system)
Organization: Massachusetts Institute of Technology
References: <1991Jun5.125406.5713@world.std.com>
Date: Wed, 12 Jun 91 13:07:13 GMT
Lines: 35

In article <1991Jun5.125406.5713@world.std.com> cmascott@world.std.com (Carl Mascott) writes:
>I'm having some problems with Borland Tech Support
>
>1.  Borland claims to provide tech support via mail, but
>    for all intents and purposes they don't.  A letter I
>    mailed on May 3 hadn't even been entered into their
>    system on May 20 when I called to check.  When they
>    found the letter sitting on a secretary's desk I
>    asked when I could expect a reply.  They said they
>    didn't know, but not for at least a week.
>
>    If Borland takes a month or more to answer a letter
>    then one may as well forget about trying to obtain
>    tech support via mail.
>
On the three or four occasions when I've used mail to report bugs and
ask questions, it's taken 3 to 8 months to get a reply.  This is
obviously hopelessly inadequate for "real-time" work.  On the flip
side, they do respond almost instantaneously to questions submitted
on Compuserve.

>2.  People with Internet access can report bugs to
>    bugs@borland.com.  I reported several this way.  I asked
>    for confirmation and for some idea of when (or if) the
>    bug would be fixed.  I got no response.

I got an automated acknowledgement, but haven't heard anything further
from Borland about the status of the bug I reported.  It seems the only
practical way of getting tech support is via Compu$erve :-(.

Tony Hodgson
ahodgson@hstbme.mit.edu