Gotta add one more Love-Love-Love WebEx...

Under the title a picture can paint a thousand words but more
importantly change the words from he said/she said into see this or do
that... I can't tell you how many times I have been on a tech support
call and had someone tell me how to do something using one set of
terminology and then when I call back to the same company using the same
technology and they use a different set of terms for the same thing.

With WebEx's <singing> "Do you see what I see" approach to tech support,
I think it cuts tech support calls in 1/2 and by in 1/2 I don't just
mean 1 phone call time, I mean the number of repeat calls are probably
cut at least in 1/2 as well. 

Ok down off the soap box! /ALE

> -----Original Message-----
> From: Legato NetWorker discussion 
> [mailto:NETWORKER AT LISTSERV.TEMPLE DOT EDU] On Behalf Of Stan Horwitz
> Sent: Wednesday, June 14, 2006 4:11 PM
> To: NETWORKER AT LISTSERV.TEMPLE DOT EDU
> Subject: Re: [Networker] Stealing from Peter to feed Paul?
> 
> On Jun 14, 2006, at 3:48 PM - 6/14/06, Sackson [US], Mark A. wrote:
> 
> > When I call EMC for support, almost 10 times out of 10 it 
> is a WEBEX 
> > session. I like the idea of the WEBEX session because it solves the 
> > problem a lot faster.
> >
> > I try to answer questions when I can, but I do not steal 
> from Peter to 
> > feed Paul.
> >
> > I find this listsrv VERY VALUABLE to post questions and get 
> responses 
> > from people who are having the same problems I might be 
> experiencing.
> 
> Speaking as the maintainer of this list, I thank you for the 
> kind words.
> 
> The practice of people calling EMC tech support on behalf of 
> other subscribers who lack an EMC tech support agreement is 
> news to me. No one from EMC has contacted me about that 
> issue. I am not doubting that such things happen though. Such 
> a practice strikes me as unethical and I hope that it stops 
> now on the basis of this conversation.
> 
> As for Webex, in all the years I have been dealing with EMC, 
> and Legato before, their tech support engineers have only 
> asked me to open up a Webex session for one incident. That 
> case happened about two weeks ago when I contacted EMC with a 
> plea for help setting up an Exchange cluster for backups. The 
> assistance I received on the basis of that call was top 
> notch! I also like the new tech support web site, but I wish 
> the NetWorker documentation would be readily accessible to 
> anyone without the need to log in.
> 
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