Elijah Reed wrote: >>> The fact is that SUN support is dreadful. I have had a support >>> case open with Sun support for 9 months and it takes an act of >>> Congress to get an update on the status. > >> And you know sugar buns, Sun is filled with faliable humans - and >> things call fall through the cracks, no matter how perfect the >> system may be. > > I?m not sure what call fall means, but I would agree that Sun has > some major issues with support. Now if what you are saying is the OS > is perfect, then why does it have so many bugs?
that's a rather general statement. The experience you seem to be going through does indeed sound rather painful, and definitely is not what it's supposed to be. You've told us very little about the kind of contract your company has, but I agree that sending customers to email aliases is probably not the right thing to do in most cases. However: sending your lament, as justified as it may be, to a technical discussion list will probably not achieve any improvement of your service experience (what you're after in the end, right?), for the very simple reason that this is not what these lists are about. Issues with Services need to be addressed to Services, and if your appeal to the person at the other end of the phone doesn't help, then by all means take it up the chain and have your management engage the management of the people your not getting any results out of. HTH Michael -- Michael Schuster http://blogs.sun.com/recursion Recursion, n.: see 'Recursion'
