>----------
>From: MegaZone[SMTP:megazone@livingston.com]
>Sent: Thursday, October 10, 1996 2:22 PM
>To: portmaster-users@livingston.com
>Subject: Re: Accusations (fwd)
>
>Once upon a time patrick@value.net shaped the electrons to say...
>>I CC'ed SUPPORT. I KNOW SUPPORT WILL IGNORE THEM. THEY HAVE IGNORED
>>*EVERY* DAMN MESSAGE I HAVE *EVER* SENT IN THE PAST 1-1/2 years.
>
>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 ;-)
>
>