informix bashing 
Author Message
 informix bashing
I, for one, am getting tired and bored with this forum being used as a place
for informix support bashing.  Has anyone actually experienced better support
from another vendor?  I've worked with tech. support from quite a few
software vendors and I see no noticable difference between them.  Let's
keep the discussions here of a technical nature. Okay??

Warren J. Saccente
Bellcore



Mon, 17 Oct 1994 00:18:06 GMT
 informix bashing

Quote:

>I, for one, am getting tired and bored with this forum being used as a place
>for informix support bashing.  Has anyone actually experienced better support
>from another vendor?  I've worked with tech. support from quite a few
>software vendors and I see no noticable difference between them.  Let's
>keep the discussions here of a technical nature. Okay??

Since you're posting from the Informix Mailing List I guess I can't
suggest you use KILL files in your newsreader to weed out the stuff
you don't want to see.  But I will say that it seems to me that if
enough people are having problems with technical support from Informix
then this *is* something that relates to this forum, and has as much business
being posted as anything else (IMHO).

--

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|   ------- ------   | UUCP:   ...uunet!media!ka3ovk!irscscm!bogart!mfaurot  |
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Mon, 17 Oct 1994 22:49:58 GMT
 informix bashing

Quote:
(saccente,warren j) writes:

+---------------
| >I, for one, am getting tired and bored with this forum being used as a place
| >for informix support bashing.  Has anyone actually experienced better support
| >from another vendor?  
+---------------
Actually, yes.  Of the spectrum of tech support organizations I have
dealt with over the last twenty-some years, Pyramid is easily the best
and Informix is at the near bottom.  The old NCR CODAR group was perhaps
worse, but not by much...

        -crl

#include <std.disclaim>
--

Anasazi, Inc. - 7500 North Dreamy Draw Drive, Suite 120, Phoenix, Az 85020
(602) 870-3330            "I read the news today, oh boy!"  -- John Lennon



Thu, 20 Oct 1994 01:49:38 GMT
 informix bashing

Quote:

>I, for one, am getting tired and bored with this forum being used as a place
>for informix support bashing.  Has anyone actually experienced better support
>from another vendor?  I've worked with tech. support from quite a few
>software vendors and I see no noticable difference between them.  Let's
>keep the discussions here of a technical nature. Okay??

I can't agree. The net is designed for information sharing. There is no other
place in the world that provides real life customer feedback about products
and vendor policies. Perhaps the pricing/support benefit ratio is not
significant at Bellcore as money may be of no object; such is not the case out
here in VAR land where end-user customer satisfaction is the end-all of
everything. Without it we are dead, while Bell simply raises the rates. :-)

If Mr Warren's experiences are no different for the various software vendors
he has dealt with as those described here, we are in deep trouble indeed. It
is perhaps time we turn software over to the Japanese too to get service and
quality control in line with customer expectations.

I simply do not accept the failure to supply fixes in an ASAP mode as normal.
If I pay for something that is claimed to work, it had better do so or get
fixed with all possible urgency. It's either that or I find another vendor who
understands the power of economics as well as English.

Fred

--


Beverly, NJ. 08010                            (Harper's)
609-386-6846    bang:uunet!cdin-1!icdi10!fr  



Thu, 20 Oct 1994 12:08:09 GMT
 informix bashing
Several days ago, I posted a message stating that I was getting tired of the
informix bashing that has been going on.  The responses to my email have run
considerably against informix.  You've made some valid points (ie: I don't
have to read those postings, this is the appropriate forum for some of the
complaints).  There is one response that I must take exception to:

Quote:
>Perhaps the pricing/support benefit ratio is not      
>significant at Bellcore as money may be of no object; such is not the case out
>here in VAR land where end-user customer satisfaction is the end-all of        
>everything. Without it we are dead, while Bell simply raises the rates. :-)

Bellcore has no rates to raise.  True, we are owned by the various phone
companies, but we also must sell the systems that we build to these same
phone companies at a competitive cost.  We are, in fact, a bit like a VAR
and any of you other VAR's can also sell systems to the phone companies.
Having said all that, let me restate the intention of my original email.
I could be wrong, but it seems to me that maybe there has been some jumping
on the band-wagon in rushing to bad-mouth informix support.  
My background is mostly mainframe oriented, but it seems to me
that informix support is comparable to many SOFTWARE vendors (some of you
mentioned better support from Pyramid and Sun - but the nature of hardware/
operating system problems tend to be more dabilitating then software problems
- making fixes more urgent).  You need to take a step back and think about
the impact of fixing a bug that might affect other working software.  One
of the reason why experts in a particular vendor product are paid well is that
they know how to workaround the shortcomings of the product.  I have to
believe that the problems that you have found do have workarounds, or you
would have dropped informix years ago.  I think that I prefer a vendor that
err's on the side of stablility, rather than rushing out a half-tested fix
to every problem.

Warren J. Saccente
Bellcore

Note: my opinions are not necessary consistent with those of my employer,etc.



Sat, 22 Oct 1994 03:23:12 GMT
 informix bashing

Quote:

>>everything. Without it we are dead, while Bell simply raises the rates. :-)
>Bellcore has no rates to raise.  True, we are owned by the various phone
>companies, but we also must sell the systems that we build to these same
>phone companies at a competitive cost.  We are, in fact, a bit like a VAR
>and any of you other VAR's can also sell systems to the phone companies.

   The :-) may have been missed.  The point being that maintenance/support
   dollars sent to Informix by Bellcore does not represent anything
   significant as a % of sales. It's like the coffee money for some
   department. For a small VAR or any other small business the amount is
   more significant and needs to be properly cost justified in that light.

   No one minds spending money for real product. It is only when that real
   product does not perform as advertised that 'some' people get upset when
   they are asked to pay for it again and again in the form of maintenance.

   And as for the matter of selling to the Bell systems - legally, yes.
   That's how the world is supposed to work. In a perfect world, that is.

   In the real world we buy from the specs we create so that we can buy from
   whom we want, at the price we wish to pay.  Let's not kid ourselves here.

Quote:
>Having said all that, let me restate the intention of my original email.
>I could be wrong, but it seems to me that maybe there has been some jumping
>on the band-wagon in rushing to bad-mouth informix support.

   I have zero experience with Informix - period.  Yet, I did not see the
   mail or news as anti-support postings.  Folks generally speak highly of
   support.  The problem seems to be in the back office where policy is made
   and the support folks have little influence on.

   Fred
--
Fred Rump              | 'A little learning is a dangerous thing/Drink deep
CompuData, Inc.        | or taste not the Pierian spring'    Alexander Pope
10501 Drummond Rd.     |                SCO Advanced Product Center



Sun, 23 Oct 1994 05:48:32 GMT
 
 [ 6 post ] 

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