On Tue, 13 Apr 1999, MegaZone wrote:
> Once upon a time Patrick Muldoon shaped the electrons to say...
> >Just reading the April Issue of Network Magazine, and the article on how
> >Lucent RABU implemented it's support e-mail. Again there is John Thompson's
> >picture, full page (59) even.
>
> Oh, BTW, I am slightly, perhaps more than slightly, miffed about some of
> the things said in the article...
>
> ---cut---
> Even so, the tech-support group didn't really get serious
> about making the quality of its e-mail support match the quality of
> its phone support until early 1998
> ---cut---
>
> Two words: Bull Shit. :-)
>
> I feel mildly insulted, and wouldn't be surprised if there were some others
> as well. I know we were damn serious about improving email years back -
> and had committed to the Remedy system. I was involved with the intitial
> design meetings that plotted out just what we wanted. But, as the article
> points out, what they delivered - very late at that - sucked. It just wasn't
> usable, very disappointing. But hell, I *know* we had long periods where
> email replies were faster and more concise than the phone support, usually
> within hours of being asked. I think I still have my sent folders. ;-)
>
> But it is good to see that they finally got something in place. I do hope
> there is some progress being made on a Knowledge Base. That was another
> promised feature of the Remedy call tracking system that, um, fell short
> of expectations and usability. ;-)
>
> But, hey, with this new email system they could have someone in say, MA,
> doing email... ;-)
>
> -MZ
> --
> <URL:mailto:megazone@megazone.org> Gweep, Discordian, Author, Engineer, me..
> Join ISP/C Internet Service Providers' Consortium <URL:http://www.ispc.org/>
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>
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