Anonymous_User Absent Member.
Absent Member.
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Alt Support Suggestions.

This forum is reverberating with all kinds of bad vibes over the new
novell support plan. You would think that would constitute a
re-evaluation of the support plan. While it's obvious that all of
Novell customers don't speak here and many probably don't even care
about the new support plan it's always the vocal minority that can cause
the biggest upset.

With that said. The old saying about 'if you aren't part of the
solution the you are part of the problem' I think is absolutely true
here. If you love Novell, as many of you do, then offer up some
alternatives. Some of you already are, but I see a lot of complaining
and not many ideas.

May I suggest that you offer a suggestion and maybe a short explanation
of why it would be a good idea.
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26 Replies
Anonymous_User Absent Member.
Absent Member.

Re: Alt Support Suggestions.

Keep the online knowledge base open and free.

The easier the access to knowledge a person has, even paying customers,
the better they feel about the company and the product. Also with the
prevalence of Google it's generally not been that hard to find
alternatives to locked down knowledge bases. In my experience the more
a knowledge base is locked down the better the community support grows
around a well used product. All in all effectively negating the value
of the companies knowledge base.
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Anonymous_User Absent Member.
Absent Member.

Re: Alt Support Suggestions.

I've offered lots of suggestions, many, many times to Novell execs and it
has gotten me - nothing. No changes, no improvements, only worsening
support. As an ALA it doesn't change anything for us. We're still stuck
spending money to waste 7-8 hours on the phone with front line support in
India and getting nowhere.

It only gets worse in that we spent a year debugging ZCM and LDAP - at our
cost. And now we're debugging AFP at our cost, plus the added cost of the
support call (and NO it won't be credited to us...we've already been told
that).

So, my question is: why bother anymore? I've got faculty pushing for a
move off of GroupWise and onto Google, others in my department asking why
should we stay with Novell when we have RedHat experience in house as well
as Windows servers already in place.
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Anonymous_User Absent Member.
Absent Member.

Re: Alt Support Suggestions.

That's part of the problem isn't it. Even if Novell was doing
everything right by you people still want to move to something else.

I know the feeling all to well. I mention GroupWise and get a dirty
look. Everybody wants to use Outlook and with no real commitment from
Novell for the Outlook connector I'm forced to pass.

Sadly Novell is a dirty world in many IT circles and it looks like it
maybe becoming a dirty world for many in the Novell circles.
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grimlock1 Absent Member.
Absent Member.

Re: Alt Support Suggestions.

Matthew wrote:
>
> With that said. The old saying about 'if you aren't part of the
> solution the you are part of the problem' I think is absolutely true
> here. If you love Novell, as many of you do, then offer up some
> alternatives. Some of you already are, but I see a lot of complaining
> and not many ideas.


I'm a firm believer of don't complain if you don't have a better idea
however this isn't a case that fits that.

Novell wants to take something that is open now away. The "alternate"
suggestion is: Don't.

They may have already crossed the point of no return regardless of what
they do.
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Anonymous_User Absent Member.
Absent Member.

Re: Alt Support Suggestions.

I think it still applies, but you are correct. They may have just burned
a bridge they can't rebuild.
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Anonymous_User Absent Member.
Absent Member.

Re: Alt Support Suggestions.

The sad part Matthew is that there are other ways to make money,
and I could give them several and it wouldn't involve restricting access
or have any negative impact whatsoever. The point is, how is it that I can
see these ways yet an entire corporate entity can't? I think someone
hit the nail on the head when they said we have the next SCO on our hands.


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Anonymous_User Absent Member.
Absent Member.

Re: Alt Support Suggestions.

On Wed, 2009-09-23 at 15:47 +0000, Matthew wrote:
> I think it still applies, but you are correct. They may have just burned
> a bridge they can't rebuild.


I think it can be repaired. Anything is possible. Just have eat your
pride.


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Anonymous_User Absent Member.
Absent Member.

Re: Alt Support Suggestions.

> I think it can be repaired. Anything is possible. Just have eat your
> pride.


That...AND honestly I think those responsible for coming up with this plan
should be sacked. They obviously are contributing zero value to the Novell
mission, in fact negative value.



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grimlock1 Absent Member.
Absent Member.

Re: Alt Support Suggestions.

Matthew wrote:
> That's part of the problem isn't it. Even if Novell was doing
> everything right by you people still want to move to something else.


I'd disagree with that. If people didn't have these issues, a lot less
end users would complain. Everyone needs to remember that we I.T. guys
aren't living in a vacuum. If we're debugging zen/gw/netware-oes login
troubles, it's because the end users are having the problems and it's
moved to us to fix. So ultimately it's the end users who are
complaining about Novell problems and we're caught in a position of
taking grief from them as we support a company that now appears won't
back us up in that support.
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hspeirs Absent Member.
Absent Member.

Re: Alt Support Suggestions.

cjcox,

>> I think it still applies, but you are correct. They may have just burned
>> a bridge they can't rebuild.

>
> I think it can be repaired. Anything is possible. Just have eat your
> pride.


I think it might be too late. The policy is not in place and already
customers are bailing - customers that *DO* have maintenance, so will
"not be affected" by this change. If the announcement of this policy is
causing unaffected customers to head for the hills - whats it going to
do to the rest?

Novell has scared those customers off, they're not going to come back,
and they're going to tell others why they left, which will - a)
encourage others to leave, b) perform very effective anti-marketing,
dissuading other undecideds from becoming customers.

I seriously believe that even if this decision is reversed, it may be
too little, too late.

H.

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Anonymous_User Absent Member.
Absent Member.

Re: Alt Support Suggestions.

On Wed, 2009-09-23 at 17:21 +0000, haitch wrote:
> cjcox,
>
> >> I think it still applies, but you are correct. They may have just burned
> >> a bridge they can't rebuild.

> >
> > I think it can be repaired. Anything is possible. Just have eat your
> > pride.

>
> I think it might be too late. The policy is not in place and already
> customers are bailing - customers that *DO* have maintenance, so will
> "not be affected" by this change. If the announcement of this policy is
> causing unaffected customers to head for the hills - whats it going to
> do to the rest?
>
> Novell has scared those customers off, they're not going to come back,
> and they're going to tell others why they left, which will - a)
> encourage others to leave, b) perform very effective anti-marketing,
> dissuading other undecideds from becoming customers.
>
> I seriously believe that even if this decision is reversed, it may be
> too little, too late.


Nope... and no, I'm not saying that "reversing" this decision is the
"repair" I'm talking about.

It's a long path. Novell was on the path back when they made the SUSE
acquisition... then they went back to their usual ways. It's was going
to be along path then... now the path is even longer... (sigh).

It's all fixable... but will take time. Could take many, many years.

You are correct that if it's internal bleeding and not taken care of
soon, Novell will bleed to death. Let's see if Novell can take are of
keeping their employees focused and motivated in doing the right thing
before it's too late. So.. a bit of selfishness at first to stop the
bleeding... then they really need to turn their focus away from
themselves and focus on better priorities.


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Anonymous_User Absent Member.
Absent Member.

Re: Alt Support Suggestions.

I can't speak for any experience beyond my own, but in general my
experience has been that of people just way to use to programs like
Outlook and such and don't even try to acclimate to other programs.

As for problems. My experience there has been far worse with Windows
and related Microsoft programs than it has with the Novell products I've
use.

This of course is my personal experience and not that of the general
community.
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Anonymous_User Absent Member.
Absent Member.

Re: Alt Support Suggestions.

There are lots of ways. Why Novell can't see it is, I don't know. I
just thought it might be a good idea to put together a list of
suggestion in one spot, but apparently I was yet again mistaken.

Don't misunderstand me. I basically stopped using Novell when Netware
effectively died. I don't like SLE and I'm not going to be using it.
I've actually hoped that Novell would focus more on it's other product
lines and making them work with other OS's instead of tying them to SLE,
but obviously that's probably never going to happen.

At any rate. It was just and idea. Instead of adding a place for ideas
I've just added another place for the fire to burn.
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dzanre1 Absent Member.
Absent Member.

Re: Alt Support Suggestions.

Matthew wrote:

> May I suggest that you offer a suggestion and maybe a short explanation of
> why it would be a good idea.


I guess the problem Matthew is that few people see any reason for there to
be an alternative. Most think what we have works fine and want to keep it
that way.

We could change the subject to "Alt Revenue Streams for Novell" I guess and
try to come up with other ways for Novell to do what they must be trying to
do - i.e., bring in more money, but I'm not sure alternatives to this
particular plan are going to do that!

--
Danita
Novell Knowledge Partner
Moving GroupWise to Linux?
http://www.caledonia.net/gwmove.html
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