Mr. Mathers,
While I understand your frustration, I'm not clear on all of
details and events involved with your experience.
The record of your problem in our database shows you first
contacted our support group on 10/25/95, yet you indicated that
you've struggled with this problem for three months. Did you
first try other channels before contacting our support group ?
If so, what channels, when, and what direction did you receive ?
Looking further into the problem report, it shows our support
team took the appropriate steps in diagnosing the problem,
identifying the solution, and providing the fix to you. This
process took less than five days. If you feel your call/problem was
not handled properly and efficiently please share with me the
areas that you believe need improvement.
I would also like to know the basis of your claim that
this is a "major problem with the 8-mm drives". Your problem
was reported against the EXB-8205XL tape drive. After diagnosis,
the defect was found to be isolated to the support of this particular
tape drive. What has lead you to believe that this problem may
exist with all 8-mm drives ?
I want to assure you that there is a policy that we communicate
to the many customers and vendors that ask for their devices
to be added to the ADSM device support list. This policy
states that ADSM will verify and/or validate each and every device
that is to be included in the list. What this means is that a
cross-section of tests are performed with the device to verify
that its basic functions work with the ADSM server. As I understand
it, the defect with this particular device did not surface because
the validation test was not executed with the same format option
that you were using. This is something that we can correct to
catch defects like this in the future.
Obviously, it would be best if problems like this one never
occurred, but this is not a realistic expectation. However, it
is realistic to expect timely and adequate support when a defect
is found (which I believe we did provide). Please feel free to contact
me directly either by e-mail or phone if you wish to elaborate
further on your experience. I would greatly appreciate your
suggestions to help improve our service, and any other information
that you have that is not documented in the problem report.
Sincerely,
Randy J. George
Mgr., ADSM Device Driver Development
San Jose, CA
(408) 256-5437
e-mail: rjgeorge AT vnet.ibm DOT com
NO SUBJECT
|
