Re: Supporline - was - Software Subscription strikes again.

["Rick DuVall" <R_C_DuVall@xxxxxxxxxx>]

> Rick,
>
> While I can see your point about the support line, I have found the
service
> to be improving over the last 6 - 10 months.

    I find what you say encouraging.  I haven't had any experience with them
for some time - I wrote them off.  I'll have to give them a try next time
something comes up.

> The trick with support line today, is to get the first contact
> to put you through to the "level 2" person.  When that happens, life is
> good.

Yeah, its usually a case of getting through to the 'right' person.  I mean,
you KNOW somebody knows right? (a prayerfull grin?)

> What needs to happen is these type of comments should be forwarded to the
> management staff of the Support line.  I know they want to improve the
> process, but often times don't have the ammunition to get senior
management
> to allow them to.  The question really is who should get the feedback?

I went round and round with them a year or two ago.  Ended up sending an
e-mail to Lou.  Caused quite a stir, but nothing really changed.  I think
they had a distinct shortage of experienced persons at that time.  I
actually had a guy, who was allegedly a BSC guru, ask me 'What is RPG?'.
While I suppose it's possible that a person skilled in BSC and
communications AND working for IBM COULD not know about RPG, I am glad to
hear of improvements.

I appreciate your comments Jim, and I'll give them another try next time
something comes up. (if I can afford it ;)

> JMHO

> Jim

Regards
Rick

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