🚀 go-pugleaf

In article <19931004.100027.339@almaden.ibm.com>,
Tim Francis <francis@vnet.IBM.COM> wrote:
>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):
>
>This is not a formal response to your letter, just my opinion.
>
>I think part of the problem may be that the above id is perceived as
>a technical contact for all IBM products.   It's not -- it's for the
>C Set ++ (and C Set/2) compiler.
>
>If you have a question or problem with C Set ++, and receive you receive
>an unsatisfactory answer, by all means complain -- to the cset2 id, or
>to me if you wish.
>
>If, however, you have a problem filling listboxes, or getting semaphores
>to work, or anything else concerning OS/2... you're simply asking the
>wrong people.  This is not to say we don't want to help -- I fully
>agree with the need to provide technical support to OS/2 developers.
>It's just that the people who man that ID don't know the answer to
>many of _the_OS/2_questions_ that are asked of them.
>

I appreciate your response.  It is true that a couple of my questions
were general to OS/2 and not specific to C/Set++.

You excluded a large area of questions.  Tell me, then,
what *is* included in the scope of their expertise?  I hope it's
more than how to install it, open a project, etc.

I may not be typical, but when I see that tech support is offered
for a compiler and toolkit, I assume that that support extends to
technical issues and not just compiler operation.  I'm not asking
to be taught, but answering a few questions would be helpful.
Perhaps this limitation of su pport should be mentioned in the
documentation so as not to fall short of customer expectations.

>I think the focus of your letter should been asking OS/2 support to
>provide better internet access (they already offer technical support
>on compuserve), instead of venting your ire on a product that already
>does (C Set ++).      -tim

Well, I should acknowledge that C/Set++ may be among the first
(maybe the first?) IBM product I know of to offer Internet support
at all, and that is commendable.  But, as I mentioned in the letter,
C/Set++ support is lacking, and that is the primary tool I use to
develop OS/2 applications.

I don't mean to antagonize anyone, but I do want to express the
intensity of my frustration.  I do want to be constructive here,
and I will be the first to publicly praise you guys when this
situation improves.

- Keith


-- 
--------------------------------------------------------------------------
Keith Bennett                            Bennett Business Solutions, Inc.
C++/C Software Development               1605 Ingram Terrace
kbennett@access.digex.net                Silver Spring, MD USA 20906-5932