Re: [foxboro] CARs
- From: "Brown, Stanley" <stan.brown@xxxxxxxxxxxxxxxxx>
- To: "foxboro@xxxxxxxxxxxxx" <foxboro@xxxxxxxxxxxxx>
- Date: Wed, 1 Sep 2010 07:20:15 -0400
At this point in time, my experince is that most times I can get a
correct answer from the knowledgable people on this list long before
(if ever) I get in contact with anyone at Foxboro that even
understands the question. With the exception of calling my field
service guy direx
Ctly on his cell phone, which I hate to do, as in
Y opinion, he should be able to concentrate on the customer he is on
site with, and not be having to make up for weak TAC resources!
Sent from my iPhone
On Aug 31, 2010, at 19:14, "Corey R Clingo" <corey.clingo@xxxxxxxx>
wrote:
> The other factor here for me is that much of my stuff is no longer
> officially supported :/
>
> I tend not to enter CARs for "mature" or older products because I
> believe
> there is little chance that problems with them will be fixed. If I'm
> wrong about that, I'm happy to be corrected.
>
>
> And I agree with Tom, this list is an unbelievably helpful
> resource. And
> the question of why many users turn to this list first is a valid
> one, and
> one that I also agree Invensys should be asking.
>
>
> Corey
>
>
> P.S. Speaking of CARs, I finally shipped my FBM214 TAs (5 of them, had
> another fail yesterday) and two suspect FBMs (those may not be the
> problem, don't know yet) back to FoxMass today.
>
>
>
>
>
> tjvandew@xxxxxxxxx
> Sent by: foxboro-bounce@xxxxxxxxxxxxx
> 08/30/2010 06:07 PM
> Please respond to
> foxboro@xxxxxxxxxxxxx
>
>
> To
> foxboro@xxxxxxxxxxxxx
> cc
>
> Subject
> Re: [foxboro] CARs
>
>
>
>
>
>
> I heartily agree with Philip. The list is the best way, and often the
> only way, to find out if there is a common problem. When a CAR is
> entered
> there is no way to find out if other users have entered one or a
> hundred
> on the same issue. Foxboro doesn't divulge any of that info. Often
> times
> users discover a work around before Foxboro develops a fix. Foxboro
> needs
> to understand why this list is used as much as it is and what is
> lacking
> in their support infrastructure. I'm glad there are some Foxboro
> folks
> that participate and monitor the list. It is also a great advantage
> to
> users that the exchanges can't be censored by Foxboro in the same
> way that
> they restrict information about the CAR's. I'm not saying we
> shouldn't
> all fill out CAR's when needed but I have solved more issues by
> partcipating in the list than Foxboro has resolved via my CAR
> submissions.
> I have experienced " This CAR is now closed " without my problem being
> addressed to my satisfaction on more than one o
> ccasion.
> Tom Vandewater
> Sent from my Verizon Wireless BlackBerry
>
> -----Original Message-----
> From: "Pulas, Philip" <Philip.G.Pulas@xxxxxxxxxxx>
> Sender: foxboro-bounce@xxxxxxxxxxxxx
> Date: Mon, 30 Aug 2010 13:18:03
> To: 'foxboro@xxxxxxxxxxxxx'<foxboro@xxxxxxxxxxxxx>
> Reply-To: foxboro@xxxxxxxxxxxxx
> Subject: Re: [foxboro] CARs
>
> Marcel,
>
> I believe most of usually do enter our issues as CARs, though I'm
> not sure
> about the specific list-user you are referring to. I posed a
> question to
> the list-users to see if anyone else was experiencing FoxView crashing
> after installing FVFD10.2.2 and that was a confirmation of the issue
> being
> reported by another list-user. When Development is unable to
> reproduce
> the problem you are reporting, yet the problem is widespread at your
> site,
> your CAR might end up being closed as not a problem because you are
> the
> only site reporting it. Depending on the magnitude of the problem,
> this
> may or may not actually be acceptable to the customer unless they
> already
> know of a workaround. We do not have a workaround for our periodic
> FoxView-crashing-when-updating-a-trend issue and Development is still
> trying and, as of the end of last week, unable to reproduce our issue.
> Polling the list-users is one method for us customers to see if anyone
> else has experienced or is experiencing the prob
> lem so that we are able to report back to Development that our issue
> requires further investigation because we are not the only site with
> the
> problem or discover what another customer did to resolve the problem.
> Otherwise, our CAR may get closed with no solution.
>
> IMHO, with the amount of Invensys folks monitoring the list, someone
> could
> be proactive to pick up on an issue--especially if multiple
> customers end
> up reporting it--get a CAR entered, and contact that customer
> directly to
> obtain more information (not sure what is possible if that customer
> doesn't have a support agreement).
>
> Thanks,
> Philip Pulas
> Tesoro
> Golden Eagle Refinery
> Martinez, CA
>
> -----Original Message-----
> From: foxboro-bounce@xxxxxxxxxxxxx [mailto:foxboro-
> bounce@xxxxxxxxxxxxx]
> On Behalf Of Sieling, Marcel
> Sent: Monday, August 30, 2010 4:53 AM
> To: foxboro@xxxxxxxxxxxxx
> Subject: [foxboro] CARs
>
> To all problem suffering List Users,
>
> A list-user wrote:
>> We experience Foxview crashing
>
> Please enter all issues experienced with IOM supported deliverables as
> CARs (Customer Action Request) in our CAR system on the GCS website at
> http://support.ips.invensys.com/ (registration required). Only there
> it
> can be logged, tracked and acted upon. It does not bring value to list
> users reporting crashes here without having a resolution
> available. ;-)
>
> Thanks.
>
> Best regards / Mit freundlichen Grüßen
>
> Marcel Sieling
> Technical Sales Consultant
>
> Invensys Systems GmbH
> Hermann-Klammt-Str. 1-3
> D-41460 Neuss
> Germany
> T +49 2131 4062-302
> M +49 151 40215-302
> F +49 151 13 40215-302
> E marcel.sieling@xxxxxxxxxxxx
>
>
>
>
>
> _______________________________________________________________________
> This mailing list is neither sponsored nor endorsed by Invensys
> Process
> Systems (formerly The Foxboro Company). Use the info you obtain here
> at
> your own risks. Read http://www.thecassandraproject.org/
> disclaimer.html
>
> foxboro mailing list: //www.freelists.org/list/
> foxboro
> to subscribe: mailto:foxboro-request@xxxxxxxxxxxxx?
> subject=join
> to unsubscribe: mailto:foxboro-request@xxxxxxxxxxxxx?
> subject=leave
>
>
The information contained in this message and any attached files may be
privileged and/or confidential and protected from disclosure. If you are not
the intended recipient, any disclosure, copying, distribution or use of any of
the information contained in or attached to this transmission is strictly
prohibited. If you have received this transmission in error, please so notify
the sender immediately without reading it. Also, please promptly destroy the
original transmission and its attachments. Any views or opinions presented in
this message or attachments are those of the author and do not necessarily
represent those of KapStone Paper and Packaging Corporation or its subsidiaries.
_______________________________________________________________________
This mailing list is neither sponsored nor endorsed by Invensys Process
Systems (formerly The Foxboro Company). Use the info you obtain here at
your own risks. Read http://www.thecassandraproject.org/disclaimer.html
foxboro mailing list: //www.freelists.org/list/foxboro
to subscribe: mailto:foxboro-request@xxxxxxxxxxxxx?subject=join
to unsubscribe: mailto:foxboro-request@xxxxxxxxxxxxx?subject=leave
Other related posts:
