Thread View: comp.os.os2.programmer.misc
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Started by Paul Gallagher
Sun, 10 Oct 1993 23:20
Re: Open Letter to IBM
Author: Paul Gallagher
Date: Sun, 10 Oct 1993 23:20
Date: Sun, 10 Oct 1993 23:20
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In article <CEFGB2.LzJ@ariel.cs.yorku.ca> cs932210@ariel.cs.yorku.ca (MICHAEL Z MAGIL) writes: >In addition to what Jeff said, may I add that I worked at the Toronto Lab where >CSet/2/++ were developed. The people in that specific team were *swamped* with >technical support requests from everywhere. Even those within IBM had to wait >for days (sometimes weeks) for a reply. You must learn to be patient when >trying to obtain tech support via email especially when it is for a newly >released product. My suggestion if you are dissatisfied with the wait time for >a reply is to phone tech support directly. I haven't had cause to use the support addresses being discussed, but it strikes me that many people are complaining because they are left in limbo as much as complaining about the turn-around time. (To IBM:) why not do as others do (if your systems are up to it! <challenge>) and auto-reply to queries that sit unaswered for a certain period; the system could mail back the current estimated time-to-respond etc. At least people will know what is happening, and then can make decisions like wait-and-see/use-the-phone/whatever-etc... Regards, Paul Gallagher ---------------------------------------------------------------- /\/\ : Paul Gallagher, PC/Mac Support / / /\ : Computer Services Group / / / \ : BHP Research - Melbourne Laboratories / / / /\ \ : 245 Wellington Rd, Mulgrave, 3170, AUSTRALIA \ \/ / / / : Phone +61-3-560-7066 \ / / / : E-mail paulg@a1.resmel.bhp.com.au \/\/\/ : ================================================================
Re: Open Letter to IBM
Author: Tim Francis
Date: Tue, 12 Oct 1993 23:57
Date: Tue, 12 Oct 1993 23:57
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In article <29a5c0$c6f@merlin.resmel.bhp.com.au>, > ..... (To IBM:) why not do as >others do (if your systems are up to it! <challenge>) and auto-reply to >queries that sit unaswered for a certain period ..... Actually, we started doing exactly that just last week. Always trying to stay one step ahead of you..... :-) -tim
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