[ngw] What Elliott will do with Novell (another support issue)

[Tim Jackson]

Well I fired off an email to a Novell NTS contact stating the issues, and received a phone call back within 10 minutes. I was very impressed with the follow up.

>>> joe Acquisto <joe.acquisto at gmail.com> 3/26/2010 11:21 AM >>>
Yes, call the Novell 800 number, get a human on the line and politely,
but firmly, ask for NTS manager.

Then explain the situation, again politely, but firmly.  By that I
mean, do not be insulting or "tea party" ish, just state your case.

joe a.

On Fri, Mar 26, 2010 at 11:11 AM, Tim Jackson
<tjackson at baltimorecountymd.gov> wrote:
> I had to dig up this thread to share my latest support nightmare.
>
> So I had to call NTS because after a PO migration to Linux, the DCA kept
> crashing and failing to convert any document. To make a long story short,
> the tech shutdown my production post office while remoting in, messed up my
> config file so the agent showed unused (he sent me a TID to fix on my own),
> and after me pointing him to a TID that described my issue he had me disable
> the DCA in the startup file as it stated. He called me back TWO weeks later
> and I told him everything was fine since disabling the DCA. He says "Great
> so we can close out the ticket!". I said well no this is a workaround and
> not a fix, I want to be able to index PDF and new office docs. I am aware of
> issues with the DCA on Netware but SLES11 should handle it fine. He then
> tells me I can go to the website and file an enhancement request so the
> developers can consider adding the functionality in a later release. Are you
> kidding me!! I refused to do that and told him I want the ticket to remain
> open until either someone fixes my problem or it's recognized as a bug that
> needs to be patched. He said he will continue to search for known TIDS and
> let me know. If I do not hear back from him, I am to assume he could not
> find anything.
>
> Any advice on how I should pursue this?
>
> -Tim
>
>>>> "Mary Matthews" <mlm23 at calvin.edu> 3/17/2010 12:41 PM >>>
> Sometimes trying to get a manager is the problem (I've been stuck with front
> line techs that refuse to escalate or get me a manager...that's when I call
> Ron or John).
>
>>>> joe Acquisto <joe.acquisto at gmail.com> 3/17/2010 12:23 PM >>>
> If you are not getting the results you desire, speak to a manager.
>
> joe a.
>
> On Wed, Mar 17, 2010 at 11:28 AM, Mike Glass
> <mglass at co.lewis-clark.mt.us> wrote:
>> I opened a ticket last week talked to the tech, couldnt resolve the issue
>> until I did a test, provided the test results the next day, heard nothing
>> for 2 days, no reply, then the ticket was closed by the tech. This has
>> happend on the last 3 SR I have opened.
>>
>> Yes Customer care center SUCKS!
>>
>>>>> "Elbert LaGrew" <Elbert.LaGrew at katun.com> 03/16/10 6:37 AM >>>
>> Speaking of Customer Care...has anyone opened a ticket recently? How has
>> response been? Mine has been lacking. I opened a ticket last week and
>> after
>> the tech remoted in and looked at the issue...nothing...no communication.
>> I
>> went to the portal and saw where it was escalated and transferred to
>> another
>> tech last week already and again...nothing...no communication. Yesterday
>> morning I left a couple of notes on the portal regarding the ticket and
>> they
>> have not even read it.
>>
>> If Novell is sold, I would hope one of the things the new owners would
>> look
>> at is trying to improve the customer care center. It sucks...really!
>>
>> --El
>>
>>
>>
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