Re: Tech Support policy question...

[Stephan Wik <webmaster@xxxxxxx>]

At 6:27 pm -0700 26/1/01, Parker wrote:

> I've recently asked (what to me anyway) were several very important
> questions and have not had any responses from Tenon and yet other
> questions seem to be answered remarkably fast by Anita and Stephanie and
> Eric and others.

It's strange - I too have seen this. We have a complete show stopper 
with iTools reconfiguring our box to appropriate IP addresses used by 
other computers and I have seen other people mention being bitten by 
the same issue. Not a word from Tenon.

Quite a few other companies seem to work the same way - if a problem 
is not solveable don't talk about it and maybe it (or the customer) 
will go away. At least so it appears from the behaviour exhibited. 
Maybe we're strange - if a customer finds an issue and we can confirm 
it we acknowledge the fact immediately and keep them in the loop 
until we resolve it one way or the other.

Oh well. Maybe they're too busy configuring their generators :-)

Stephan
--
Stephan Wik                        http://www.anu.net/
ANU Internet Services         Lasso/WebCatalog Hosting

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