Does Anyone Ever Hear from Informix Suppor

[Cathy Kipp]

Shyam Davuburu writes:
->
->I Totally agree with you. We are running 7.1 on IBM RS6000 Aix 3.2.5. I really have
->tough time getting any help from informix in tunning the dynamic server. Informix tech
->support sucks.
->
->Shyam

First, Informix tech support has been very helpful to us. Second, I'm pretty
sure tech support is supposed to deal with problems, not perform the DBA's
job of tuning everyones engine for them just because they didn't read the manual
and/or take the system administration course.

Lastly, and I've said this before in this forum, but it bears repeating:
Be nice to the person on the other end of the line. Calmly tell them about
your problem, be friendly, if your situation is urgent, say so, but don't
yell and I think you will get good results. If somebody calls you yelling
and screaming your first inclinition will run closer to hanging up the phone
than helping the person. Attitudes like the one expressed in the enclosed
message are quick judgements meant to anger, not to be constructive.

Regards,

- Cathy

--------------------------------------------------------------------------------
Cathy Kipp e-mail: ck...@vth1.vth.colostate.edu Phone: (303) 491-1294
Colorado State University Veterinary Teaching Hospital Fax: (303) 491-1205

[Information Advantage]

I have been fairly pleased overall with Informix tech support. They have
helped me out of more than one jam, and in a hurry.

They are also quite a bit better than many other vendors. I have had to deal
with tech support that takes weeks to answer the simplest of questions.
I almost always get a human being on the line immediately when I call Informix.

The term "sucks" does bring a few vendors to mind, but Informix isn't one of
them.

Kurt Mehlhoff

Software Engineer Information Advantage
ku...@infoadv.mn.org 7401 Metro Blvd. Ste. 500
uunet!tcnet!infoadv!kurt Edina, MN 55439
(612) 820-3840 (612) 820-0712 FAX

[Dmajor7]

ck...@vth1.vth.colostate.edu (Cathy Kipp) writes:

Thanks Cathy. In my previous job I was on the Unisys customer support
hotline. It's very difficult to help someone when they're more interested
in telling you how much they hate your product than finding a solution to
a specific problem. I've had occasion to call the Informix tech support
line of a few occasions and they have always been helpful. My only
complaint is that the reps don't have the capability to create a new case.
If you call about one issue and then you want to open another case on a
different issue, you have to call back.

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Ken Denny, Insight Industries Inc (I cubed)
All opinions expressed are ... (the usual bit)
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-

[Calvin Ng]

On Tue, 2 May 1995 14:15:20 +22288201 (MDT) Cathy Kipp wrote:
>
>First, Informix tech support has been very helpful to us. Second, I'm pretty
>sure tech support is supposed to deal with problems, not perform the DBA's
>job of tuning everyones engine for them just because they didn't read the manual
>and/or take the system administration course.

Exactly, A DBA has got to do what a DBA has got to do!

>
>Lastly, and I've said this before in this forum, but it bears repeating:
>Be nice to the person on the other end of the line. Calmly tell them about
>your problem, be friendly, if your situation is urgent, say so, but don't
>yell and I think you will get good results. If somebody calls you yelling
>and screaming your first inclinition will run closer to hanging up the phone
>than helping the person. Attitudes like the one expressed in the enclosed
>message are quick judgements meant to anger, not to be constructive.
>

I will also like to add that, before asking for support, it is always better to
try solving the problem yourself and read the fantasic manual first.
When calling support, arm yourself with a good descriptions of the problem you
are facing, preferably a way to replicate the problem, and all the things you
have tried. At least, it will help the support guy qualify your problem.

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Calvin Ng email: <calv...@brel.com.sg>
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