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darrenjthompson
20-May-2014, 01:06
I have a number of Service requests that have been running for a long
while with no updates.
That is despite my posting requests for updates and hanging for extended
periods of time on the "chat" facility (usually in vain as no-one picks
up the chat thread).

In a couple of cases I have done extensive pre-work and built repeatable
test cases etc so there should not be any siginificant delay in getting
these issue esculated to the back line for support. If they have been
escalated, there is no sign in the SR records.

It's probably "bad form" but here are specific SR numbers that show the
lack of customer feedback..
10891239511, 10891256291 & 10891420901

In the latter case i was able to get the SR re-assinged to a new support
tech who seemed helpful and promised to send me aun update... then...
silence...

This is very unprofessional as I too have customers and they DEMAND
regular updates to any incidents that I'm working on, so this leave me
"hanging" which reflects both badly on Me and also on the Attachmate
group of companies (Novell, NetIQ, SUSE).

All I ask is that SR's get regularly updates, even if it's "awaiting
backline engineer response , will update in 5 days if they do not
respond sooner".


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mradford
20-May-2014, 01:36
Thank you for telling us of the issue!
I will have one of our Managers contact you and get these resolved.
I apologize for the hassle with these srs.
Thank you for doing business with us! We will get this taken care of.
Mike Radford
Director of Support


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darrenjthompson
20-May-2014, 02:26
Mike

Thanks for following this up so promptly.

If you don't mind me being so crass, actions speak loader than words....
I'm looking forward to more regular updates to SR in future, please do
not disappoint. :-)

Darren


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mradford
20-May-2014, 04:16
The proof will certainly be in the pudding. Feel free to call the 800
number anytime and ask for me or any of our mangers when things are not
going well.
Also shoot me your number when you get a chance I will give you a ring.

Mike Radford
Mradford@novell.com


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darrenjthompson
20-May-2014, 04:36
Mike

I just sent you an email with my direct contact details.

If this were a "one off" issue with a single SR I would not have persued
it through this forum.
It seems/seemed (I'll give you the benefit of the doubt) to have been a
systemic issue of all SR's not getting regular/timely updates.
I understand that there could be resource constraints at the support
end, but failing to keep customer updated would only seem to exasperate
the client unhappiness.

In any case, now that you are aware of it, i look forward to a dramatic
change in "practice" with SR updates :-)

Darren


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darrenjthompson
02-Jun-2014, 04:56
@world

I have received the following feedback "Yes, the support engineer should
have provided you with an update on the issue. Generally, the support
engineer should follow up or provide an update to the customer within a
maximum of 3 days for issues that are "awaiting Novell support" and
within a maximum of 5 days for issues that are "awaiting customer"
action."

I'm now curious, if anyone is getting SR updates as frequently as is
suggested here, could you post to this list. I'm genuinely curious if
the difficulty of getting updates is just me or if others have been
having the same/better results.

I have to say that things seem to have improved for me recently but I'm
wondering if it's just "the squeaky hinge getting some oil" or if the
practices really have improved.


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mradford
02-Jun-2014, 05:36
Hey Darren
We are certainly trying to get you the help you need.
I am glad that things are a little better. Looks like we did not meet
your expectations again on a newer incident. Lorin will take good care
of you.
We listen and we change.
You will note that you have not gotten canned responses.
We have assigned people directly to you.
We have Managers to escalate to at any time.
I appreciate your feedback, and we are working to meet your needs.
Best regards.
Mike


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KeN Etter
02-Jun-2014, 14:07
On Mon, 02 Jun 2014 03:56:02 GMT, darrenjthompson
<darrenjthompson@no-mx.forums.novell.com> wrote:

>
>@world
>
>I have received the following feedback "Yes, the support engineer should
>have provided you with an update on the issue. Generally, the support
>engineer should follow up or provide an update to the customer within a
>maximum of 3 days for issues that are "awaiting Novell support" and
>within a maximum of 5 days for issues that are "awaiting customer"
>action."
>
>I'm now curious, if anyone is getting SR updates as frequently as is
>suggested here, could you post to this list. I'm genuinely curious if
>the difficulty of getting updates is just me or if others have been
>having the same/better results.
>
>I have to say that things seem to have improved for me recently but I'm
>wondering if it's just "the squeaky hinge getting some oil" or if the
>practices really have improved.

Most of the time I get good responses to my SRs and I leave feedback
stating so. The few times I haven't, I push for escalation or I
contact others I know at Novell and usually it gets resolved. And
then I also leave feedback about that. NTS isn't perfect, but most of
the time I am pleased with support.

Ken

darrenjthompson
13-Jun-2014, 03:26
Team

Credit where credit is due, I have had exceptional support with my
latest round of SR'.

Thank you to all concerned.

Darren


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