Hi Todd,

Thanks for sharing your candid thoughts on the recent changes to the NOW site.

Making the Service and Support home page one of the customizable options is an awesome idea and we will put it on the roadmap and let you know when we have it in place.

We created the new Service and Support home page because there are other sections on NOW (such as Reseller Corner, etc) and some customers have complained that these sections were taking away valuable real-estate from the Service and Support tools on NOW. So we created the new (one-stop-shop) page that is 100% totally dedicated to Service and Support. This was done to make your life easier on the NOW site-- so your feedback is key to making sure we get it right. We will definitely make this new home page one of the customizable options and continue to minimize the marketing and use of frames,etc on this page.

FYI, within Case Status Tool [http://now.netapp.com/Self-Service/FORMS/frmSearch.asp?ObjType=NA_WEB_PPAGE_...] , you can check the status of a Netapp case(s) by

Entering the following:

Netapp serial number Netapp case number

OR

Selecting the following:

Last 7 days by location (ALL for your location) Last 7 days by Company (ALL for your company) Last 30 days by location (ALL for your location) Last 30 days by Company (ALL for your company) Open cases by location Open cases by company All by location All by company Just my cases (just the ones you have submitted)

Makes me think that our UI may not be that clear if you weren't aware of these options... If you have any feedback on how we can make it better let me know-- but we will definitely look into it.

Thanks again,

Renee

Renee La Londe Director, E-service Customer Facing Web Programs Network Appliance, Inc. 495 E. Java Sunnyvale CA 94089 Get Answers on NOW (Netapp on the Web)! http://now.netapp.com

-----Original Message----- From: Todd C. Merrill [mailto:tmerrill@mathworks.com] Sent: Thursday, April 26, 2001 5:53 AM To: Sullivan, Justin Cc: toasters@mathworks.com Subject: RE: "Case survey" stuff from NetApp

On Wed, 25 Apr 2001, Sullivan, Justin wrote:

We would certainly like to have more surveys returned - we should like to see EVERY survey returned.

I have to admit, I used to fill these out, thinking NetApp was using some random sampling of cases in order to generate their metrics. But, it became quickly apparent that *every* call seems to generate a survey.

Now I just delete them, unless the service was extremely good or extremely bad. More often than not, it's just "okay." Filling out a survey saying "you guys did a middle-of-the-road job" is like watching a newscast that report on a plane on a routine flight that landed successfully at the airport. <yawn>

Might I suggest the suvey's include at least a descriptive ...ah ... description of the case? The last one I got said "Failure Error Message." And, which of the half-dozen cases I've entered in the past few weeks was that? Looking up the details in NOW revealed the subject there says "RBCLTO:Cluster Notification from filername (REBOOT (CLUSTER TAKEOVER))." Oh, yeah, now I remember. And, while I'm at it, the NOW pages have become way more cluttered, and slower, than they used to be. There are loads of icons/images "advertising" features of NetApps and NOW that are just getting in the way. It took me 2-3 minutes after logging into NOW just now to figure out where TF I could look back at my previous cases. It was buried under "Services and Support." Isn't that what NOW *is*? Didn't that used to be the "main" NOW page? And, why can't I look up a case solely by case number? I have to remember which filer it was associated with, too? Well, give me all the cases in the last month, then...

Can the personal customization of NOW include an option "Expert mode - avoid icons and marketing crap" or allow me to set my "home" NOW page to http://now.netapp.com/Self-Service/Forms/SupportHome.asp instead? Sure, I could bookmark it, but when I'm in the machine room and need to grab a random machine and login not under my own account...

Uh-oh. Looks like somebody is cranky this morning. Somebody hasn't had their juice box yet.

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 ---