At 01:07 PM 10/21/1999 -0700, [log in to unmask] wrote:
>As I said in my original note, no disrespect was intended. I saw a question
>to a problem that had been resolved and was wondering if you were not getting
>the appropriate answers.

<general vendor hat on>

There are a number of us on this list who work quite hard to ensure our
specific products function as bug-free as possible.  We feel personally
involved whenever a user encounters a problem and we want to solve it as
quickly as possible.  When we see questions posted by users having problems
we wonder if there has been a breakdown in our customer support processes.
And if there is, it is important to us that not only do we address that
user's problems, but also look at the support process breakdown and resolve
it as there may be other customers having similar support problems as well.

Also, many end-users may not be aware, but most vendors will actively
work together to assist customers when its not clear as to what product
may be causing the problem. On the occasions where I've been involved,
every vendor assummed that it was their product causing the problem until
someone identified the true root cause.  We also held conference calls
keeping the customer updated as to our progress. No one placed the blame
on anyone else and when the root cause was identified, that vendor simply
took ownership of the issue and worked with the user to resolve the problem
and the rest of us simply stepped out of the picture.  I've not seen all the
finger-pointing stuff we use to see, leaving the end-user hanging and going
between vendors.

</hat>



/jf
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