Greetings.

I'm finding some of the processes within service/tech support to be annoying.

1. On more than one occasion when a disk has blown, or if we've needed a part like a cluster interconnect card, tech support has contacted me, but HELD UP dispatching the part because they wanted to verify my address. Come on. It's my responsibility to keep that up to date, and if it's not, then a mis-shipped part is my fault.

Further, if filers are at alternate locations, can the NOW database's capabilities be expanded to include the location (with address and/or alternate contact number) for shipment of parts.

2. To try to alleviate this shortcoming, I've put a note in my profile that encourages tech support to use the pager number I've specified in my profile to get a hold of me. It's not my primary choice for contact, but I explicitly say to use it if I don't answer my phone or email in short order or during non-business hours. This doesn't seem to work at all.

Or, maybe there can be an option to "always ship to profile address" or not, if people desire a phone call verification and a delay before a part is dispatched. I don't.

Thanks for listening.

Until next time...

The Mathworks, Inc. 508-647-7000 x7792 3 Apple Hill Drive, Natick, MA 01760-2098 508-647-7001 FAX tmerrill@mathworks.com http://www.mathworks.com ---