Well, I wasn't going to get into this, but it seems a bit one-sided and it
makes me wonder why. I would like to share my experiences and would love to
know what the difference here is:
I am a sysadmin in the deep woods of Maine and have managed to find some of
the most bizarre and obscure problems (usually on evenings, weekends, and
holidays!). I have Silver Support and first line folks have been fantastic
at triaging and getting the right people on the line. Of special note is
Linda H. and her daughter (yes, Mother and daughter both work the front
line!) who always manage to make sure I get the service I need and call
back, just to make sure. They take the time to listen and even when I am
not as pleasant as I should be, they always are and you can hear the concern
and smile in their voices. I have found Linda and her daughter to be
exceptional, but certainly not the exception. The other front-line folks
have been helpfull and enthusiastic (even on one occasion when a problem
started the evening before and when I called back the next morning got the
same young man, who though tired from being there all night, remembered me,
my problem, and exactly who was working on it!). It doesn't stop there, as
I got to talk to the "experts" (and I have found them, for the most part, to
be just that!) like Martin, Lannie, and Jim (you're gonna love this -
husband of Linda!), I found them to be knowledgable, dedicated, and
genuinely concerned with solving my problem. I have even had them follow up
with me when I left them hanging as something more important bubbled to the
top of that endless pot. Sure, I have had the occasional bad experience,
but they have been isolated and probably as much my fault as Compaq's and
certainly the exception.
There, a view from the other side. 'Nuff said!
Jef H. HamLin
Senior Unix Systems Admin
Bangor Hydro
Bangor, Maine
Received on Tue Jun 19 2001 - 15:07:15 NZST