Shoot...if you need a bug tracking product to do this...just go to www.mozilla.org and grab bugzilla...its open source, doesn't cost a penny...works great, and is easily set up to allow public access to it.
*definitly*. Redhat.com uses this. Bugzilla rocks the casba, and its free too. I would love to go thru Bugzilla on Total Control, so i can see what others are reporting.......unbiased, unedited. I think alot of people find bugs but because its so HARD to report a bug to 3com, it doesn't happen as often as it should. But if a public bugzilla existed, i think people like myself and others would just love to populate the hell out of it and then 3com would get 10 fold the input they are probably getting now. But its like a two edged sword. I imagine 3com woudln't want something like this, because they would be too concerned about potential customers seeing all the problems reported, or competition taking notes on 3com's weaknesses.........the result is a coverup, and the slowing of gears. Honesty would enable more free communication, and would allow you all to produce a much better product, I know it. Instead of hording the ER code, and forcing people to call your support people, I would say put it on the site, force the people downloading it to fill out a form (you really don't need to do that either, since you all know which account downloaded the code). then email that person once per week a survey asking about how the code is coming, and ask for feedback. You would get 10x the people using the code then, and even if only half the people responded, you would get more feedback.
Maybe I should take a dose of my own medicine...I've been working from the bottom up (tech support, sales reps, SE's, etc.), maybe I/we need to come at it from the other direction. Maybe I/we need to start from the top down...since my current actions seems to be ineffective, perhaps my system is intrensically broken and I should be emailing Eric Benhamou and Bruce Claflin and the like...maybe if I can get them to understand, then some substantive changes will take place.
very much the idea behind the unresolved issues list, which was btw, actually presented to the CEO of 3com.
Cut out the layers of beaurocracy and I'd be willing to be that you'll get better response from customers, better communication, fewer complaints, and better feedback (without having to track and initiate that feedback yourself) from customers because they'll *want* to help you, and it won't be an arduous task for us. I'm a generally helpful
right. You cant get ER code unless you call tech support............But I don't want to call tech support. Tech support doesn't know routing protocols, has never configured complex radius setups, I have no intrest in level 1 support.
I also know that the people on this list (for the most part from what I've seen) are not in a position to do anything about these things directly. Believe me, I'm not trying to cause your life to be miserable...I just don't know any other way to get feedback to 3Com about these things. Point me in a better direction and I'll go there (I know...talk to my sales rep...I already have...he's very aware of our issues here).
I agree. I think 3com engineers are really great and bright people. It must be hard to work for a company as large as 3com, its not like the engineers call all the shots. Its not like the engineers are going to come out and say, whether they believe it or not, "the company i work for has crappy procedures, blah blah".......we can't expect that, we can't expect them to tell us what to do to help them. We can only call them like we seem them, and go from there. It looks like "corporate" gridlock type stuff and so maybe some streamlining of processes is in order.
This was probably just a rehash of what Todd said the other day...
Basically, yeah...but better a rehash of things than no communication at all. :) -- Jeff McAdams Email: jeffm@iglou.com Head Network Administrator Voice: (502) 966-3848 IgLou Internet Services (800) 436-4456
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----------------------------------------------------- Brian Feeny (BF304) signal@shreve.net 318-222-2638 x 109 http://www.shreve.net/~signal Network Administrator ShreveNet Inc. (ASN 11881) - To unsubscribe to usr-tc, send an email to "majordomo@xmission.com" with "unsubscribe usr-tc" in the body of the message. For information on digests or retrieving files and old messages send "help" to the same address. Do not use quotes in your message.