I don't ever remember doing this, but I'm sure that I have.  The reason for
asking both at the same time would be:

     I've got a problem that is causing serious production problems.  The
     problem NEEDS to get fixed NOW!  I don't care who helps or how they
     help, as long as the problem gets addressed.

If they wasted their time trying to help, and someone else found the answer
first, then too bad.  That is why I pay support.  I've called HP before and
after some time, figured out an acceptable solution before HP calls back.  I
made the fix and later talked it over with the engineer.  Did I waste his time?
Not if I gave him a better solution than he gave me!  ;-)

Support is about happy customers and fixing problems.  Some problems are dumb
user errors, others are real big problems.  I don't think that any call that is
handled in a professional, courteous fashion is ever a waste of time.

Well, I've managed to step up onto the soapbox, so I'll quietly sink back into
the dark recesses of my work.  (Hey, not trying to sound offensive, defensive or
any other 'ensive.  This is just my opinion.)

Kevin Newman


______________________________ Reply Separator _________________________________
Subject: Re: Asking HP RC and 3000-L (was: Predictive Support Broken)
Author:  Lars Appel <[log in to unmask]>  at trcinternet
Date:    4/1/98 6:11 PM


At 12:33 30.03.1998 -0500, Jim wrote:
>I have opened an HPRC call for this, so while I am waiting on a
>call-back, can anyone give some idea of what's happening here?

Okay, only speaking for myself but with a little RC engineer bias,
of course... I have seen quite a number of postings in the past
that started with such a phrase or similar wording.

This makes me wonder...

Does the "let's better ask HP RC and 3000-L at the same time" give
an indication that you do not trust the HP RC to call back within
reasonable time (depending on the priority/criticality you indicated
when starting the RC call) or to be able to deliver a reasonable
solution?

When there is a helpful response from HP3000-L then the RC engineer
will basically have wasted valuable time he could have been spending
helping other customers... So would it probably be reasonable to ask
HP3000-L first and call the HP RC later on, if still needed?

Hey, not trying to sound offensive... just curious...

Lars.

(yes, I admit working at an HP RC... but only speak for myself here)