Tim Mooney wrote:
> In regard to: [Networker] EMC Tech Support, Albert Eddie Contractor
> AFRPA...:
>
>> I just brutalized EMC's Networker Support team again.
>
> I'm glad to hear that your honeymoon with EMC support continues.  I also
> think it's nice that you're taking the time to post about a positive
> experience with support.  We certainly don't see much of that on this
> list, so it's good that someone is willing to share the positive
> experiences.  I think it's a good thing that you're doing it, and I
> especially approve of you sharing the name of an EMC support person
> that's given you good support -- getting one's name "in lights" on a
> list like this will hopefully filter back to the right people within
> EMC.

I'll throw in my kudos as well.  The front-line support folks are great,
they have a basic understanding of the product and know the answers to
the common problems.  The only time I've really run into a problem (with
a few exceptions) is once the case needs more than they can provide. 
Legato (this predates EMC) built a wall between the front-line folks and
engineering that is nearly impossible to pierce.

BTW, if you ever get Yawar as a support person, consider yourself
lucky!  He's a great guy and is like a bulldog with cases.  The rest of
my regulars (Mumtaz, Sari-Lynn, Lawrence, and occasionally Rose) are
great as well.

> I'm also more than a little jealous that you apparently have "a team"
> at EMC that regularly handles your calls.  Perhaps you're paying for
> a higher level of support than my site is.

I get this with basic support.  I just assumed they had support people
dedicated to region.

> Many of my coworkers have whiteboards in their offices, but I don't (I
> have photos and prints instead).  If I had a whiteboard in my office,
> I would probably have Dave Mussulman's quote about EMC support written
> on it.  Here it is, for your enjoyment:
>
>   ... really accurate quote deleted ...
>
> Dave has pretty much distilled the essence of my experiences with Legato
> and EMC support in the last few years.  Hopefully your experiences with
> EMC never fall into agreement with Dave's and mine!  Only time will
> tell...  ;-)

Personally, I think once you really understand how Networker works,
that's going to be your experience.

-- 
Dan Rich <drich AT pdi DOT com>
          PDI Dreamworks |  "Step up to red alert!"  "Are you sure, sir?
           (650)562-9018 |   It means changing the bulb in the sign..."

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