🚀 go-pugleaf

In article <28i1g7$54b@access.digex.net>,
kbennett@access.digex.net (Keith R. Bennett) writes:
>
>Following is a letter I wrote to IBM and sent to their technical
>support Internet address (cset2@vnet.ibm.com):

I've been asked to post the following by way of a formal response
to your letter.     -tim

---
Subject: Open Letter to IBM

Keith, I am the product manager for IBM C Set++ for OS/2. I believe it
is very important for you and other developers to have access to
technical members of our team.  This is why our C Set++ developers
actively participate in a number of fora on Internet and on CompuServe.

In addition, we created the cset2@vnet.ibm.com and workframe@vnet.ibm.com
ids so that our developers can answer your C Set++ or WorkFrame/2
questions directly. Occasionally, we receive OS/2 technical questions
(as we have received them from you) that are best answered by OS/2
experts rather than tool developers. For faster turnaround, I recommend
that you post these OS/2 questions directly on the
comp.os.os2.programmer.misc forum.

You also commented on the time it took for us to get back to you through
the cset2 id. We created these ids to allow developers like yourself
easy access to our compiler and WorkFrame developers. Feedback thus far
has been good and we plan to continue to provide this support channel on
a best effort basis. Should you encounter product defects or problems
with C Set++ that hold up your development effort, I suggest that you
call the 1-800 number listed on the C Set++ support card.  Problems are
tracked formally and addressed on a priority basis by a dedicated
technical service and support team reporting to me.

You offered a number of suggestions on how to improve OS/2 technical
support for developers.  We have sent your letter to John Soyring,
Director, IBM Personal Software, Software Development Programs, who has
committed to respond to you personally on the questions you raised.

Thank you, Keith, for your continued support of OS/2 and C Set++. I
encourage you to continue to provide us feedback on how successfully we
are satisfying your service and support needs.


Tom Doucher
Product Manager, IBM C Set++ for OS/2
IBM Software Solutions (SWS) Toronto Laboratory