Path: utzoo!utgpu!jarvis.csri.toronto.edu!mailrus!cornell!batcomputer!itsgw!steinmetz!uunet!sdrc!crgabb
From: crgabb@sdrc.UUCP (Rob Gabbard)
Newsgroups: comp.sys.apollo
Subject: Re: New -rem option to rbak
Summary: Thanks for the response
Keywords: Remote rbak apollo
Message-ID: <546@sdrc.UUCP>
Date: 24 Feb 89 16:43:44 GMT
References: <529@sdrc.UUCP> <41a7a3f6.1b0ea@apollo.COM>
Organization: Structural Dynamics Research Corp., Cincinnati
Lines: 45

> As the manager of the OS Support group at 1-800-2-Apollo, I was concerned that
> you feel we could do better in supporting you.  I reviewed the incident which
> was opened for this question
> 
> Analysis:
> 
> - We did really well on the analysis and timely report to r&d.
> 
> - We could have done better by suggesting a workaround to try (maybe
>    "rbak -stdin | rsh sun1:dd" would work?).
> 
> - We did poorly in communicating the results of our analysis to you, leading you to
>   believe you had been abandoned.
> 

I'd like to thank Walt for his responsiveness and would like to stress that I
did not want to cast any bad light on Apollo software support. I have found
Apollo support to be some of the best available compared to some other vendors
I have dealt with.

During this particular incident I was outraged that more effort was not put
into finding a solution to my problem. I did not know that the problem
had been duplicated at Apollo - all I heard was "R&D said it should work".
Without knowing this I assumed the support guy didn't even try it.

Most of the problems I call in are resolved by the support staff. However,
I usually give up when an APR is submitted. At that point I realize it is
out of their hands and in R&D's. Of about 10 APRs I have submitted in the last 
5 months, I have only gotten a reply on 1 of them. I get the letter with that 
infamous statement "Thank you for sending us your APR.  Your APR is currently 
being worked on and you will receive a reply from us SOON" but I rarely recieve
a follow up. Some of them were fixed in SR10.1 but I didn't know that until 
after I had 10.1.

It doesn't seem as if the problem is with the support staff but with R&D's
responsivness. Once again, I'd like to thank Walt for his thorough response.


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Rob Gabbard (uunet!sdrc!crgabb)                 _    /|
Workstation Systems Programmer                  \'o.O'
Structural Dynamics Research Corporation        =(___)=   
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