Re: Metalink forums - effects of the outsourcing
- From: Janine Sisk <janine@xxxxxxxxxx>
- To: jrsmiley@xxxxxxxxx
- Date: Wed, 22 Jun 2005 14:31:22 -0700
On Jun 22, 2005, at 1:31 PM, John Smiley wrote:
I've gotten to the point where I don't even bother with them unless I
have a "repeatable test case" for the obscure bug I just hit or I've
got days to spend with them with the system down tracking down the
problem. In other words, almost never.
And that's exactly what you're supposed to do! Not only does
discouraging people from asking for help keep their support costs down,
but it makes for some really excellent metrics about how low their
support incidents per installation are. Everyone knows that if the
customers aren't asking for help then they aren't having any problems,
right?
*snort*
janine
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