itkin@mrspoc.Transact.COM (Steven M. List) (12/01/89)
In light of the recent dialogues on USENET and John Gorman's article in a
recent issue of the UUG/NC Newsletter, I thought I'd share this with you
all:
Sometimes it seems as though our vendors don't care and don't want to know
we're out here. Nothing we do seems to reach them. Our calls to support
organizations go unanswered or unsatisfied. And we gripe and moan and share
our anger and aggravation with our co-workers and fellows on the Net.
This time, however, I'm here to share a VERY positive experience. So, to
begin with, let me say publicly THANK YOU to Unify Corporation's support
organization. They came through. On time, effectively, and with flying
colors.
A member of our technical staff had found a problem (it couldn't really be
called a bug). While we couldn't claim that this problem was a bug, we did
tell them that we couldn't proceed with our current project until this
problem was resolved. For us, this is significant, since a customer is
paying us to develop an application and we have deadlines. As expected, the
customer support analyst recorded our problem, gave us an Enhancement
Request Number, and informed us that it was out of his hands. At this point
the problem was escalated.
Sometimes you reach the right person at the right time with the right
problem. When the problem was escalated, I spoke with Frank Verardi. Frank
offered to find out if our problem could be resolved in a reasonable period.
He did, and it could. Frank took this problem that we reported on Monday
and had us up and running again before week end.
This particular experience is an example of Service. Sure, it's just one
company's experience on one problem. And no one would believe me if I said
we'd never had a bad experience with Unify. But perhaps there's a fresh
wind blowing. I'd rather believe that this is just a sample of things to
come than that it was a lucky fluke. Certainly my discussions with Frank
would lead me to believe that. I guess it would be unfair to expect Unify
(or any other vendor) to fix all MY problems immediately when I report them.
But one of these every once in a while goes a LONG way.
Thanks again, Unify and Frank.
--
+----------------------------------------------------------------------------+
: Steven List @ Transact Software, Inc. :^>~ :
: Chairman, Unify User Group of Northern California :
: {apple,coherent,limbo,mips,pyramid,ubvax}!itkin@guinan.Transact.COM :