> As an aside, that was the first time they used webex to debug 
> a problem with us.  Note to EMC: when you're going to use 
> webex and the person on the other end is signed on as 
> administrator, don't just take over and start typing 
> commands.  Give the admin advance warning of what you're 
> doing and why.  Our NetWare admins were pretty worked up 
> after that incident.  But I digress.

For the record, I have been using WebEx with Networker Tech Support for
over a year. During that time they have NEVER attempted to take control
of any machine I was on. They immediately (maybe as a result of this
incident) turn over control to us and give us the commands and changes
to make while they watch to ensure what they say and what we hear are
the same thing.

I love WebEx and would not want to go back to the way it was before
WebEx.

> After about 30 seconds of silence, the development lead came 
> on and thanked me for sharing that information, because it 
> gave them much more info to go on, and it gave them 
> information about another developer that was looking into the problem.

This is an excellent example of why open forum works for so many
products. I believe the folks at networker support have gotten better at
consolidating their data.

I would like to see the web interface improved though. I would like to
enter my systems descriptions ONCE have them stick and be re-useable
instead of re-entering each time I need to open a ticket. But as I said
they are getting better.

> As a fun postscript to this example, the problem we were 
> seeing was caused by a fix

Dude! You are killing me with geek humor. <Grin>

> So, while I would never open a support call to try and solve 
> some other customer's problem, I expect to be able to share 
> information I already have to help out some other customer, 
> even when part or much of that information came from support.

This is the exact point I was trying to get across. Thank you for
sharing the experiences. Nice to know the system works. /ALE

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