[log in to unmask] wrote:

>...  I would have felt much more
>comfortable with either dealing with a real person taking a support message or
>at least be given some type of idea when I should be expecting a call back.
>Rene' understood my concerns and said he would be taking them into
>consideration.

Whenever an HP3000 user (whether an Adager customer or not) suffers any
kind of frustration (whether caused by Adager or not), everyone at Adager
takes it very seriously.  Typically, we have been able to fulfill most
expectations within a very short time.  Statistically, though, there are
not enough resources to be able to fulfill ALL expectations with the same
speed.  We all feel absolutely devastated due to the fact that Barry's
case, most unfortunately, fell into the "untypical" category.

Fortunately, Robelle's Neil Armstrong quickly stepped in and found the
solution to Barry's challenge.

To quote Barry: "It turns out that it was a problem (no fault on DISC part)
with Omnidex validation codes (we just upgraded our machine).  When I was
told the correct method for entering the new Omnidex validation codes, our
problem was resolved."

Barry encountered an IMAGE status -3906 (which is not a very friendly
thing, by the way), and he became worried when his application could not
perform a DBOPEN.  Naturally, his first thought was that he had a database
corruption.  Barry's
motto is, "if you have a database corruption, call Adager"... And he did.
We feel honored that he chose to call us instead of calling the support
desk for his application or HP's Response Center.  We feel sad that we were
not there when he needed us.

Barry was kind enough to call Adager again, to leave a message stating that
he had already solved his problem.  Therefore, we didn't think it was
appropriate to "beep" Barry during the night AFTER he had already solved
his problem and we waited until a better time to contact him.



>Finally, I must say that Adager is an excellent product and was one of the few
>products with did not require ANY intervention during our recent upgrade
>from a
>959 to a 979.  Adager does an excellent job with educating their clients and
>their technical support is overall excellent and very responsive

We are very thankful for Barry's kind words.  We try to do our best and we
are very pleased to see that our efforts have been helpful.


>... but, in IMHO,
>there is some room for improvement with weekend response time support.

Absolutely.  Barry (and everyone else) will be happy to know that, as a
direct result of this event, we have had several top-level Adager meetings
and we have taken immediate action to improve our off-hours support options
-- specifically, on the feedback part of the loop (Barry wrote, "at least
be given some type of idea when I should be expecting a call back").

I want to thank, publicly, the many friends who offered their help during
this traumatic experience.  Neil Armstrong, Joe Geiser, and DISC offered
technical support directly to Barry.  This is a wonderful community and
everyone should be proud of it.

With appreciation to everyone,
 _______________
|               |
|               |
|            r  |  Alfredo                     mailto:[log in to unmask]
|          e    |                                  http://www.adager.com
|        g      |  F. Alfredo Rego                       +1 208 726-9100
|      a        |  Manager, R & D Labs               Fax +1 208 726-2822
|    d          |  Adager Corporation
|  A            |  Sun Valley, Idaho 83353-3000                   U.S.A.
|               |
|_______________|