[Date Prev][Date Next][Thread Prev][Thread Next][Date Index][Thread Index]
Informal Survey about Symbolics Software Services
- To: "PAN%ATHENA.PANGARO.DIALNET.SYMBOLICS.COM %AI.AI.MIT.EDU"@WARBUCKS.AI.SRI.COM
- Subject: Informal Survey about Symbolics Software Services
- From: "Christopher M. Maeda" <MAEDA@AI.AI.MIT.EDU>
- Date: Mon, 20 Mar 89 02:45:53 EST
- Cc: slug@WARBUCKS.AI.SRI.COM
- In-reply-to: Msg of Sat 18 Mar 89 13:13 EST from pan at Athena.Pangaro.Dialnet.Symbolics.Com (Paul Pangaro)
- How often do you use the 800 number for software support?
They have an 800 number?
- How often do you use customer-support e-mail for software support?
Whenever I find a bug in the software.
- When did you last do so?
I last submitted a bug report on the same day the
internet worm trashed the net. (I can't remember
the date.) I got a reply sometime in January.
- Any comments/criticisms/praise for the quality, speed, value of the
aid you get?
The speed of replies sucks. I've had to fix every bug
that ever held me up on a lispm. (Praise for having full
sources.) In the last bug, I sent a report to Symbolics,
waited a day for a reply (I marked it priority 1), and then
fixed it and sent my patch. A few months later, a Chatsworth
guy said he was having trouble reproducing the error so I had
to send him some test code. I never found out what they
did about it.
- Do you notice any change since 1988 in the quality, speed and/or
value of the e-mail responses?
Other comments and questions always welcome. Thanks again.
My big gripe with customer service is that the guys at SCH
are nice but not the most accomplished hackers I've ever
met. There also seems to not be much communication between
the developers in scrc and the tech support guys at sch.
The Chatsworth people always say they will forward patches
to developers or that they will get in touch with developers.
I don't think the two groups have ever met. Symbolics should
come up with some solution to this problem like make each
tech support person spend a few days per year on a development
MCC and MIT AI Lab