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Mary Wood
03-Jun-2016, 19:51
I don't know if anything can be done with this now, since the tech wrote
it up as a defect and closed the SR today. Yes, it's a defect - and it
needs to be fixed! (Okay, part of my wish to rant is that the tech's
tone was really condescending and he clearly didn't want to make the
software work for me, but insisted that I change my users' behavior to
comply with the software's limitations and idiosyncrasies.) Please
advise me if anything further can be done.

kgroneman
10-Jun-2016, 21:16
Hi Mary,

> Mary, Development accepted the defect for this issue today. If/when a
> resolution is available, you should receive a notification. I will now
> go ahead and close the SR and credit it back to you. Hope you have a
> great rest of your day.

That's as far as the Services Department can go with it. I see an
engineering bug is opened on it and marked "High" priority. It's in
their hands now. I was told that the issue came up in this week's core
team meeting so it is getting attention. I hope it will get in the work
queue with an appropriate priority and be quickly fixed.

As for the tech being condescending...let me personally apologize on
behalf of Micro Focus for that. That should never happen. I'm so
sorry it did. I'm going to bundle up your comments here and ship them
off to the tech and his manager. Hopefully that will precipitate some
changes in customer interaction on his part. Again...sorry about that!
- Kim


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My computer always used to beat me at chess, but it is no match for me
now I changed the competition to kick boxing
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mradford
10-Jun-2016, 21:36
Mary, I am sorry you felt that way about the interaction. Call me and we
can discuss.
Thanks for being our customer!
Mike Radford Director of Customer Care
801 368 3427


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mradford
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Mary Wood
21-Jun-2016, 13:52
On 6/10/2016 3:16 PM, kgroneman wrote:
>
> Hi Mary,
>
>> Mary, Development accepted the defect for this issue today. If/when a
>> resolution is available, you should receive a notification. I will now
>> go ahead and close the SR and credit it back to you. Hope you have a
>> great rest of your day.
>
> That's as far as the Services Department can go with it. I see an
> engineering bug is opened on it and marked "High" priority. It's in
> their hands now. I was told that the issue came up in this week's core
> team meeting so it is getting attention. I hope it will get in the work
> queue with an appropriate priority and be quickly fixed.
>
> As for the tech being condescending...let me personally apologize on
> behalf of Micro Focus for that. That should never happen. I'm so
> sorry it did. I'm going to bundle up your comments here and ship them
> off to the tech and his manager. Hopefully that will precipitate some
> changes in customer interaction on his part. Again...sorry about that!
> - Kim
>
>
Thank you, Kim. It's meaningful just to get acknowledgement regarding
this! I'm glad to know that glitch will be getting some attention. It
may seem silly or cosmetic to those in the know, but it's right there in
front of the end user, who will make decisions (and experience problems)
based on it.

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kgroneman
22-Jun-2016, 19:11
Hey Mary Wood:

>but it's right there in front of the end user, who will make
>decisions (and experience problems) based on it.

So thanks for trying to help us keep our customers. :-)

--
Kim - 6/22/2016 12:10:38 PM