On Wed, 31 May 2006, Siobhán Ellis wrote:
SE> I used to be a product manager in Legato, as some of you know, and I used to
SE> watch this list avidly. Occassionally I would post, but not too often. The
SE> reasons were:
SE>
SE> 1) We were actively discouraged not to post as helping someone in here was
SE> seen as taking away potential support revenue. I don't know if that is still
SE> the case
Sometimes its obvious that this path has been tried already. I think
silence may probably decrease the total sales revenue instead. IMHO,
issues related to faulty code should be dealt with free of charge in most
cases.
SE> 2) At times I would post an answer, and the answer was a certain product. I
SE> was slammed a couple of times for using the list as a sales tool. Even now
SE> I'm reticent to post a potential solution because of that.
As long as you would have done the same if you were not employed by
Legato, but had the same experience, I don't think it would be a problem.
SE> As for asking support to speak to a Product Manager, there are only a few of
SE> those product maangers and, I can assure you, they are very busy. Part of
SE> support's job is to provide feedback to the product manager at product
SE> definition time about what they want to see n the product based on what they
SE> have seen.
SE>
SE> If you really want to speak to a product manager, the best way is through
SE> sales and your account manager. If you work through a reseller, they'll have
SE> an account manager in EMC, and you go that way. Sales has more clout than
SE> Tech Support.
We have been very unsucessful in getting hold of someone with clue withing
EMC/Legato for some time now, in order to ensure we get better responses
from tech support. Where do you suggest we look? At times, it feels like a
disadvantage to be a customer based in Sweden, because people who do know
and care are not available in this fairly small market.
And about EMC staff voicing their opinions on this list, I think it would
be almost only positive. I'd have more respect for EMC if someone would
post something similar to "Yeah, we know that 7.3 had major problems, and
about the porblem you described, it has been identified as a bug and we
plan to fix it in 7.3.1" or something similar. Considering the vast numer
of out-of-office replies I get from EMC email addresses everytime I post,
I'm sure this list i well-monitored. But I think lurking doesn't help in
this case.
//Oscar
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