I would like to introduce myself. I am Barry Davis, the new Director of E-Service at NetApp. My sole purpose in life is to make the NOW site as effective as possible in allowing customers to be self sufficient. The responsibility for fixing our data integrity problems is considered a major impediment to this, and, as such, I am taking the lead on resolving the issues.

I have recently made a couple of moves to start to solve the problems that you and others have seen with our contact and site information. I have two people who are attacking this problem from two different angles. As with any fast growing corporation, we have some processes that no longer work effectively and we need to change them to ensure accurate information is entered at the time of order. In addition, we are focusing resources on identifying and fixing existing inaccuracies. This effort will take another couple of months to complete.

However, we will always be reliant on the customer to keep the site records up to date as the systems move, and the user profiles up to date as the responsible people at your site change. We will verify your information when you contact us and soon we will be allowing you to review and update this information on the NOW site.

Another major change underway is the implementation of a new Web interface to NetApp's case management system. This change is scheduled to cut over on 10/4 and will allow customers to update case information on a real time basis.

I'm confident you will see constant improvement over time and I welcome your feedback. Good sites need a community of users who are willing to comment on what is working and criticize what is not.

-----Original Message----- From: Jim Davis [mailto:jdavis@cs.arizona.edu] Sent: Tuesday, September 21, 1999 7:29 AM To: toasters@mathworks.com Subject: Re: tech support waits

On Tue, 21 Sep 1999, Shaun T. Erickson wrote:

NetApp's customer database, or perhaps the people who maintain it, seem incapable of tracking proper contact info on multiple customers within a single company at a single given site.

I wonder if some major snafu struck the customer database recently. The time before last that I called, they had me listed -- in a different state. And at a different university. And at a different phone. The whole record for me was pretty much bogus and the phone person ended up reentering most of it.