Re: Metalink forums - effects of the outsourcing
- From: Paul Drake <bdbafh@xxxxxxxxx>
- To: jrsmiley@xxxxxxxxx
- Date: Wed, 22 Jun 2005 17:00:37 -0400
On 6/22/05, John Smiley <jrsmiley@xxxxxxxxx> wrote:
> Ain't it the truth. Unless you've got premimum support and have dedicated
> support personnel, dealing with support is incredibly frustrating and often
> a pointless exercise in how to waste valuable time. I swear they must have
> a script in front of them designed specifically to make you go away so they
> can close the TAR. I wouldn't even mind the inane questions they ask if
> they would just read what I wrie! I can't tell you how many times I've
> responded to one of their questions with "If you'll just refer to the
> paragraph on this topic earlier in the TAR..."
>
> 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.
>
> John Smiley
> Technical Management Consultant
> TUSC, Inc.
>
If you are the analyst (or the DBA) having to deal with a support
issue that doesn't have a test case is an absolute waste of time - for
both parties involved. I'll bet that most times, by the time the test
case is constructed and entered into whatever ticketing system, that
most issues are solved.
Solving solved problems sucks.
I realize that solving problems of human stupidity is more of less job
security but its still highly uninterested for anything other than
making fun of people backchannel. Often times, when even just glancing
at a good test case, the solution jumps right out off the screen and
whaps you upside the head.
I don't have a magic 8-ball or a OUIJA board here - and I like to save
my guessing for opponents hands playing Tejas Hold-Em. Diagnosing "the
system is slow" issues makes me want to put the carpenter bags back
on. I'll leave out the Soldier of Fortune references for now.
Paul
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