Has anyone give thought to letting users view the autosupport data we have on their filers ala the access that the TSEs have?
bc
> -----Original Message-----
> From: La Londe, Renee [mailto:Renee.LaLonde@netapp.com]
> Sent: Thursday, April 26, 2001 7:04 PM
> To: 'tmerrill@mathworks.com<tmerrill@mathworks.com>'
> Cc: Braden, Jesse; dl-now; 'toasters@mathworks.com'
> Subject: RE: "Case survey" stuff from NetApp; Comments on NOW page
>
>
>
> Hi Todd,
>
> Thanks for sharing your candid thoughts on the recent changes
> to the NOW site.
>
> Making the Service and Support home page one of the
> customizable options is an awesome idea and we will put it on
> the roadmap and let you know when we have it in place.
>
> We created the new Service and Support home page because
> there are other sections on NOW (such as Reseller Corner,
> etc) and some customers have complained that these sections
> were taking away valuable real-estate from the Service and
> Support tools on NOW. So we created the new (one-stop-shop)
> page that is 100% totally dedicated to Service and Support.
> This was done to make your life easier on the NOW site-- so
> your feedback is key to making sure we get it right. We will
> definitely make this new home page one of the customizable
> options and continue to minimize the marketing and use of
> frames,etc on this page.
>
> FYI, within Case Status Tool
> [http://now.netapp.com/Self-Service/FORMS/frmSearch.asp?ObjTyp
e=NA_WEB_PPAGE_CASE] , you can check the status > of a Netapp case(s) by
>
> Entering the following:
>
> Netapp serial number
> Netapp case number
>
> OR
>
> Selecting the following:
>
> Last 7 days by location (ALL for your location)
> Last 7 days by Company (ALL for your company)
> Last 30 days by location (ALL for your location)
> Last 30 days by Company (ALL for your company)
> Open cases by location
> Open cases by company
> All by location
> All by company
> Just my cases (just the ones you have submitted)
>
>
>
> Makes me think that our UI may not be that clear if you
> weren't aware of these options... If you have any feedback
> on how we can make it better let me know-- but we will
> definitely look into it.
>
> Thanks again,
>
> Renee
>
> Renee La Londe
> Director, E-service Customer Facing Web Programs
> Network Appliance, Inc.
> 495 E. Java
> Sunnyvale CA 94089
> Get Answers on NOW (Netapp on the Web)!
> http://now.netapp.com
>
>
>
>
>
> -----Original Message-----
> From: Todd C. Merrill [mailto:tmerrill@mathworks.com]
> Sent: Thursday, April 26, 2001 5:53 AM
> To: Sullivan, Justin
> Cc: toasters@mathworks.com
> Subject: RE: "Case survey" stuff from NetApp
>
>
> 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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