Furthermore, the customer information is not going to be kept up to date by many sites. IT professionals have too much to do as it is; one reason why *you* are paid for *support* is so that *you* do some of that work. It is not unreasonable for support to try to keep their records updated.
---
I dont know the entire structure behind the technical support data dug out of the autosupport messages, but if when you got your filer, you registered on the NOW site, your system serial number should be cross referenced with the latest/greatest contact data your organization has provided us.
Now, if the automated scripting, or in-place procedures do not cross reference that data..then it should be (knock knock on GSC..can you clarify this please) updated. Critical information such as who you are, and how we can best reach you isnt something any support team can be asked to proactively consult a customer for. You know best when your environment changes.
I am a former customer of NetApp, and now an employee..so..dont flame on me too hard *grin* and if you must, flame me as Id flame anything else. Medium rare, charred, and with a nice dousing of HP sauce please. *grin*
--- Jeff Mohler Professional Services Engineer jmohler@netapp.com
"Mohler, Jeff" wrote:
I dont know the entire structure behind the technical support data dug out of the autosupport messages, but if when you got your filer, you registered on the NOW site, your system serial number should be cross referenced with the latest/greatest contact data your organization has provided us.
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. For example, take Lucent. At our Murray Hill, NJ site, where I work, there are many filers. They are owned and managed by different entities within the company, each of whom pays for their own equipment and support contracts.
However, whenever NetApp needs to send one of us equipment we've purchased, or to fill a support request, it typically gets sent to the wrong person/organization. We then have to try and figure out who in the heck it's supposed to be for. More and more lately, the equipment shows up at my coworkers office, no matter who it's for. You folks are turning him into a shipping and receiving department when he has better things to do.
Worse, after we track down the correct recipient and we give them their stuff, we are the ones who get all the calls saying "where's that equipment you were supposed to send back?"
We have tried, on numerous occasions, to get NetApp to straighten out this mess, to absolutely no avail.
Ludicrous.
-ste
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.
On Tue, 21 Sep 1999, Shaun T. Erickson wrote:
Worse, after we track down the correct recipient and we give them their stuff, we are the ones who get all the calls saying "where's that equipment you were supposed to send back?"
We have tried, on numerous occasions, to get NetApp to straighten out this mess, to absolutely no avail.
Hear hear.
Tom
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Jim Davis -
Mohler, Jeff -
Shaun T. Erickson -
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