I like IT. I like building solutions, solving problems and learning. I
am lucky that for a living I get to tinker with technology and try to
get the best of new software/hardware features. I like this about my job. I do
find that when playing with I.T. I sometimes need help, so onto the
relevent support group I go. Recently whilst building an Oracle DR site
I had an issue and raised a Service Request (SR). As the site was
working I raised it as a low priority SR (possible my first mistake).
It took over six days for the SR to get picked up. It did get me to
thinking (not something I try to do) that maybe for all the license
costs and maintenance costs and extended maintenance costs we pay should
we get better service. Companies (including mine) pay a lot of money
each year and part of that is for support, where is the value for
money? My opinion is that few companies get it right and considering
we are paying, is this good enough? Do companies realise that support
is the interface to the customer and it is worth the effort to get it
right and make the experience a good one.
On the flip side, I recently raised a low priority SR with MySQL
support and my experience was completely different. The team were
helpful, timely and thorough. I felt that they wanted to solve the
issue and get involved. Long live MySQL support.
Not all companies are bad but I will say that most don't give you a good
experience. If this were a consumer service people would complain. I
know we all have account managers but I know talking to mine hasn't
Rant over.....back to work.....
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