djones@decwrl.dec.com (Dave Jones) (06/28/89)
I've sent several bug reports to sun!bugs. The mailer didn't return them, but I never heard of them again. I began to wonder, "Is anybody listening?" So I sent an inquiry, "Yooohooo. Anybody there?" Only a host of phantom listeners... silence surging softly backwards and all that. Is Walter de la Mare running sun!bugs?
brent@uunet.uu.net (Brent Chapman) (07/06/89)
# I've sent several bug reports to sun!bugs. The mailer didn't return them,
# but I never heard of them again. I began to wonder, "Is anybody
# listening?" So I sent an inquiry, "Yooohooo. Anybody there?"
If you have a support contract, you should send bug reports (INCLUDING
your support contract "Site ID" prominently at the beginning of the
message) to sun!hotline; this is supposed to be exactly equivalent to
calling a problem in through the answer center (it will have a service
order number assigned to it, and be routed to an engineer, and so on).
Now, we all know how long it takes Sun to actually _respond_ to any such
problems, so don't hold your breath...
sun!bugs is for people without service contracts, and since Sun is having
so much trouble just keeping up with their paying customers (like me) at
the moment, I sure _hope_ they aren't spending much time on sun!bugs...
Brent
Brent Chapman Capital Market Technology, Inc.
Computer Operations Manager 1995 University Ave., Suite 390
brent@capmkt.com Berkeley, CA 94704
{apple,lll-tis,uunet}!capmkt!brent Phone: 415/540-6400chuq@apple.com (Chuq Von Rospach) (07/11/89)
megatest!djones@decwrl.dec.com (Dave Jones) writes: >I've sent several bug reports to sun!bugs. The mailer didn't return them, >but I never heard of them again. I began to wonder, "Is anybody >listening?" So I sent an inquiry, "Yooohooo. Anybody there?" Well, when I was there, sun!bugs forwarded to the support people. They were handled on a low-priority, no confirmation or acknowledgement needed basis, since they aren't attached to a contract. They generally did get looked at (eventually) and if they were bugs they got entered into the database (eventually) but whether you ever heard back on them was up to the individual engineer. Considering that sun!bugs is low priority and being handled by a group that is heavily understaffed and overworked, you can probably bet that they still sit in the queue for a while and are even less likely to be acknowledged than when I was there. Chuq Von Rospach =|= Editor,OtherRealms =|= Member SFWA/ASFA chuq@apple.com =|= CI$: 73317,635 =|= AppleLink: CHUQ [This is myself speaking. No company can control my thoughts.] You are false data. Therefore I shall ignore you.
richard%aiai.edinburgh.ac.uk@nsfnet-relay.ac.uk (Richard Tobin) (07/19/89)
>sun!bugs is for people without service contracts, and since Sun is having >so much trouble just keeping up with their paying customers (like me) at >the moment, I sure _hope_ they aren't spending much time on sun!bugs... I assume the writer didn't really mean this. Everyone with a Sun is a paying customer - they don't give them away free. Of course people with service contracts can expect better service, but a program with a bug is a faulty product, and if someone takes the time to report it (which helps us all) then Sun should take the time to fix it. Richard
cbarry@electra.bbn.com (Chris Barry) (07/26/89)
# I've sent several bug reports to sun!bugs. The mailer didn't return them, # but I never heard of them again. I began to wonder, "Is anybody # listening?" So I sent an inquiry, "Yooohooo. Anybody there?" Brent Chapman writes: If you have a support contract, you should send bug reports (INCLUDING your support contract "Site ID" prominently at the beginning of the message) to sun!hotline; this is supposed to be exactly equivalent to calling a problem in through the answer center (it will have a service order number assigned to it, and be routed to an engineer, and so on). Now, we all know how long it takes Sun to actually _respond_ to any such problems, so don't hold your breath... sun!bugs is for people without service contracts, and since Sun is having so much trouble just keeping up with their paying customers (like me) at the moment, I sure _hope_ they aren't spending much time on sun!bugs... >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> I tested Brent's hypothesis here about hotline@sun.com being a high priority outlet for reporting HW/SW problems. My group pays plenty for SUN service. Our hardware support is great; software support leaves much to be desired, though SUN is finally making the effort. I recently received a phone call from a SUN Mt. View Engineer who claimed that sending mail to hotline@sun.com is the *least* efficient way to do business with them. He advised me to use 1800USA4SUN to log all hw/sw problems (e.g. panic crashes, documentation problems, etc.). I have never included my Site Contract Id in a hotline msg (I'm not sure what it is) . I *have* always documented calls with the Serial Number of the machine that crashed/died/panicked. Also, my understanding is that hotline@sun.com is exclusively used for logging SOFTWARE problems. My impression is that the folks receiving hotline@sun.com msgs may not be skilled enough to know where to route them to. Chris