philip@cel.cummins.com (Philip D. Pokorny) (05/29/91)
With regard to the response center, I would like to encourage them to provide a escalation procedure for dealing with technical customers... I feel that there is a significan class of users out here that are able to talk and understand TECHNICAL details about specific problems we may be having... I admit it sounds like inflated ego, but there are times when I have gone to great pains to try and explain a problem I am having in the simplest terms, so that I can get through the customer support person to log an APR and get an engineer to look at my problem. Invariably when this happens, the engineer doesn't seem to understand the problem or misses the point entirely and replies (through the APR) that it's not a problem or whatever... I would like to see an escalation prodedure where the support representative first assigned to the call, could decide that the user knows what he/she is talking about, that there does seem to be a problem, but that they don't understand it well enough to pass it along to engineering themselves... The call could then be switched to another support person with more technical expertise or perhaps an engineer directly, to improve the communication... When I open a software support call, it isn't with the intent of bad-mouthing the Apollo software, or organization, it is with the sincere desire to see things IMPROVED!!! Sincerely, Philip D. Pokorny philip@cel.cummins.com :)