Sounds like someone on the other end doesn't know or understand the
procedures and is blindly asking questions. Or someone in management is
trying to eliminate the think part and just get all possible questions asked
up front. (stupid) I've worked in support organizations before and found it
quite common to have a class of people - sometimes managers - that think
that an FAQ or a knowledge base will solve all problems. Granted such
things are useful and needed, however, people still need to understand the
underlying systems and have deep knowledge so they can effectively use the
documentation, FAQ, knowledge bases. I wouldn't want a Dr. that only read
the text book before they tried to cure me of something. (eg reading the FAQ
because they do not understand the system)
Jim
--
Replace part of the email address: kennedy-down_with_spammers_at_attbi.com
with family. Remove the negative part, keep the minus sign. You can figure
it out.
"Dusan Bolek" <pagesflames_at_usa.net> wrote in message
news:1e8276d6.0305260026.5fde8323_at_posting.google.com...
> "Jim Kennedy" <kennedy-down_with_spammers_at_attbi.com> wrote in message
news:<iwIza.957785$3D1.563953_at_sccrnsc01>...
> > I've seen such questions when the customer wants the tar to have A1 top
> > priority. That is you are asking Oracle to work on this tar around the
> > clock (world wide) because the problem is of such import that it is
having a
> > significant impact on your business. In such situations you must supply
the
> > phone numbers of two people who are going to work on the problem with
> > Oracle. Often they will ask for a letter of impact from a senior level
of
> > management while they work on the problem.
>
> Yes, I can understand those questions, If I have wanted a big priority
> attached to this. However, I just want to have my problem solved. I
> have no problem with waiting week or two. I would never expect that I
> need a business case for solving problem via paid support. :-(
>
> --
> Dusan Bolek
Received on Mon May 26 2003 - 09:41:43 CDT
