Frankly I don't believe that. I know if you sent email while I was doing it
(and it wasn't something open with someone else) it got a reply. We have
the archives, I can check on it. In fact, I will:
support.9510:To: patrick@value.net (Patrick Greenwell)
support.9510:To: patrick@value.net (Patrick Greenwell)
support.9510:To: patrick@value.net (Patrick Greenwell)
support.9511:To: patrick@value.net (Patrick Greenwell)
support.9511:To: Patrick Greenwell <patrick@value.net>
support.9511:cc: Patrick Greenwell <patrick@value.net>
support.9601:To: patrick@value.net (Patrick Greenwell)
support.9601:To: patrick@value.net (Patrick Greenwell)
support.9601:To: patrick@value.net (Patrick Greenwell)
I 'grep -i patrick@value' and looked for anything outbound.
Others may have recieved replies that didn't get copied to 'support'...
I take comments about not getting answers personally because for many months
I *was* the support alias. I busted my ass to answer over 1000 emails a
month, and that wasn't the only thing I was doing. I very, very rarely
missed one.
I did a quick check and the ones I checked were indeed answers to support
questions. On top of that they went out the same day or the next in most.
>And that is a PISS POOR way to handle it. How the hell am I supposed to
>know YOUR support policies and that my mail to SUPPORT is subject to be
>summarily ignored? Can't support take 30 seconds out of their day to email
>me something to that effect?
And bob, and tim, and... Do you realize how many people CC support on issues
that someone else is working on? No, we're not going to do that. Isn't it
logical that if you are working on a case and email that person, CC'ing
support, that you should expect that person to deal with it. Why would
any engineer doing support email be expected to jump into an issue that
another engineer is already working on? That usually does nothing but cause
trouble. And the new guy is going to have to start all over again, the
person already working on it has the background info already.
If you are already working with someone you shouldn't be sending the email
to support in the first place. If you have someone working with you on it,
why the hell do you want to have it go to someone else? We're not going
to have the engineers working email reply to messages that are about an
issue obviously mid-way through process by someone else - even if that is
someone else in the support group. It is each engineers responsibility to
deal with their own cases, if an engineer does not then that needs to be
brought up with that engineer. If it is a continuing problem then bring
it to a managers attention - by emailing them at work of course.
>And I am supposed to know this....how?
Technical support is all in this building, anyone in the field is a field
service engineer. I always thought that was obvious just logical. I
would never think someone in the field is working Technical Support when I
deal with any company.
>"Yeah, when I get mail from customers to my personal account, I
>just ignore them." Awesome way to handle it.
Stop being so dense. Did I say that? No. But if you email him at home
you have NO right to *expect* him to reply on a business related issue. If
you email me at megazone@world.std.com about a PM issue I might delete it
just because it would piss me off. Just like I get pissed when someone
calls me at home for PM support - and it has happened. You emailed his
personal account. (Note I'm not likely to delete it, I'll probably bounce
it to support@livingston.com, but I am unlikely to reply favorably to being
bugged at any of my other accounts.)
>> 3. He wiped out his email at one point during an upgrade. Since it isn't
>> supposed to be used for things like this it wasn't a concern.
>Gee, in the last message, it was "I never emailed him."
Because we, logically, assumed anyone who thinks is going to email him
at Livingston for a Livingston issue. And he never saw the email. We
didn't know about it until you posted it here. The only thing he can
think of is the email he trashed unseen. Which he wasn't concerned about
since Livingston related email shouldn't have been there anyway.
Like if I blast my world mailbox I'm not going to think "Gee, maybe someone
sent me a PM question."
The only legitimate complaint I see in this is that Cary never got back to
you. And as I said, I don't know why that is, but I expect it is going to
be looked into.
-MZ
-- Livingston Enterprises - Chair, Department of Interstitial Affairs Phone: 800-458-9966 510-426-0770 FAX: 510-426-8951 megazone@livingston.com For support requests: support@livingston.com <http://www.livingston.com/> Snail mail: 6920 Koll Center Parkway #220, Pleasanton, CA 94566 See me in person: Internet Expo, Boston, MA, October 16-17, Booth 422 ;-)