On Wed, 25 Apr 2001, Sullivan, Justin wrote:
> We would certainly like to have more surveys returned - we should like to see EVERY survey returned.
I have to admit, I used to fill these out, thinking NetApp was
using some random sampling of cases in order to generate their metrics.
But, it became quickly apparent that *every* call seems to generate a
survey.
Now I just delete them, unless the service was extremely good
or extremely bad. More often than not, it's just "okay." Filling out a
survey saying "you guys did a middle-of-the-road job" is like watching a
newscast that report on a plane on a routine flight that landed successfully
at the airport. <yawn>
Might I suggest the suvey's include at least a descriptive ...ah
... description of the case? The last one I got said "Failure Error
Message." And, which of the half-dozen cases I've entered in the past
few weeks was that? Looking up the details in NOW revealed the subject
there says "RBCLTO:Cluster Notification from filername (REBOOT (CLUSTER
TAKEOVER))." Oh, yeah, now I remember.
And, while I'm at it, the NOW pages have become way more
cluttered, and slower, than they used to be. There are loads of
icons/images "advertising" features of NetApps and NOW that are just
getting in the way. It took me 2-3 minutes after logging into NOW just
now to figure out where TF I could look back at my previous cases. It
was buried under "Services and Support." Isn't that what NOW *is*?
Didn't that used to be the "main" NOW page? And, why can't I look up a
case solely by case number? I have to remember which filer it was
associated with, too? Well, give me all the cases in the last month,
then...
Can the personal customization of NOW include an option "Expert
mode - avoid icons and marketing crap" or allow me to set my "home" NOW
page to http://now.netapp.com/Self-Service/Forms/SupportHome.asp
instead? Sure, I could bookmark it, but when I'm in the machine room
and need to grab a random machine and login not under my own account...
Uh-oh. Looks like somebody is cranky this morning. Somebody
hasn't had their juice box yet.
Until next time...
The Mathworks, Inc. 508-647-7000 x7792
3 Apple Hill Drive, Natick, MA 01760-2098 508-647-7001 FAX
tmerrill@mathworks.com http://www.mathworks.com
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