chris@bingvaxu.cc.binghamton.edu (Chris Peck) (04/24/89)
Has anyone else run into anything like the following before? Last Weds (3/29) I called Sun Software Support to find out if a piece of code has been updated. I was initially told that no one was free and that someone would call me back about it. I said fine (since this has always happened whenever I called them - I figured I would get a call the next day about it). Well, Thursday came and went and no call, so on Friday morning I called back and gave them my reference number and they said someone would call me back later...Needless to say, I called them again on Monday morning and was given the same response. On Wednesday, the phone receptionist acted surprised when I told her my story and said that it would now be elevated to a manager level and that somone would be getting back to me. Well today is Thursday I've called them twice already and was told again that it was at the manager level and...(well you know the line by now). All I have to say is - I'm sure glad that I don't have a system down on it's knees waiting for support to call me with the answers to my questions. Has anyone run into this before - I've had calls go unreturned by them before (but I figured out the answer so never called them back) - usually they would call me on the next day after the problem was called in... -chris
dbabsd@delphi.bsd.uchicago.edu (DBA - bsd) (05/06/89)
chris@bingvaxu.cc.binghamton.edu (Chris Peck) writes: >Has anyone else run into anything like the following before? > >Last Weds (3/29) I called Sun Software Support... Well, chris, yes. In fact, our average response time from sun software support is probably in the 7 day range. I have a call outstanding now that's over two weeks old (customer reference # 291192 for those of you at sun who might say: "oh, that's impossible"...look it up). frankly, sun software support is so bad that it's almost worse than not having any support at all (except you need those patches for the buggy OS). it nearly useless to get return calls a week later. what's most irritating is that we PAID for 2-4 hour turn around (please don't laugh, as i'm sure sun does all the way to the bank, it really is in the contract). but, i guess sun doesn't honor contracts...(?). come on, sun, either give those of us who PAID for our support the support you promised or give us some kind of rebate. as a side note, i should mention that hardware support is fine and we are very pleased with our sun hardware. we just think that the software support is a joke. --monty biological sciences division univ of chicago