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adrockk Frequent Contributor.
Frequent Contributor.
1695 views

No wonder frontline stinks...

Is it standard practice for NTS frontline "engineers" to work with more
than one SR at once? Is this why they force us to open tickets via
chat, so they can juggle us? I'm in the middle of a chat session and
the guy on the other end keeps typing the wrong response into the wrong
window. He has tried to offload me to email support twice, and is
asking me questions 2 or 3 times that i have either answered already in
chat, or in the SR descrioption...


AND NOW HE JUST CLOSED THE CHAT WINDOW AND "HUNG UP" ON ME!

I'm seriosuly ticked right now...

Labels (1)
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20 Replies
Knowledge Partner
Knowledge Partner

Re: No wonder frontline stinks...

Adam Gabriel,
> I'm seriosuly ticked right now...
>

Please give us the incident number and I will yank a few chains.

- Anders Gustafsson (Sysop)
The Aaland Islands (N60 E20)

Give a man a fish; you have fed him for today. Teach a man to fish;
and you will not have to listen to his incessant whining about how
hungry he is.

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adrockk Frequent Contributor.
Frequent Contributor.

Re: No wonder frontline stinks...

AndersG;2035284 wrote:
Please give us the incident number and I will yank a few chains.

- Anders Gustafsson (Sysop)

Thanks, but I chatted with a CSR and she at least made me believe that chains had been or were going to be yanked. It's escalated to backline now, and I have never had anything but good luck once I got past the exercise in patince that is frontline as NTS.

I don't want to cry help every time I open an SR, I was simply venting my frustration with being shuffled around, so I'll reserve the fire-lighting for when I'm having REAL trouble, but thanks, Anders.

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Knowledge Partner
Knowledge Partner

Re: No wonder frontline stinks...

Adrockk,
> so I'll reserve the
> fire-lighting for when I'm having REAL trouble, but thanks, Anders.
>

OK. Fair enough 🙂

We all have had our fights with frontline support, like the one I had
with CA:

Him: "Do not worry sir, our automated service system will fix all your
problems"
Me: "You have not been doing this very long, have you?"



- Anders Gustafsson (Sysop)
The Aaland Islands (N60 E20)

Give a man a fish; you have fed him for today. Teach a man to fish;
and you will not have to listen to his incessant whining about how
hungry he is.

0 Likes
Anonymous_User Absent Member.
Absent Member.

Re: No wonder frontline stinks...

email Dean Lythgoe. 🙂

>>> Adam Gabriel<adrockk@no-mx.forums.novell.com> 10/18/2010 12:51 PM >>>

Is it standard practice for NTS frontline "engineers" to work with more
than one SR at once? Is this why they force us to open tickets via
chat, so they can juggle us? I'm in the middle of a chat session and
the guy on the other end keeps typing the wrong response into the wrong
window. He has tried to offload me to email support twice, and is
asking me questions 2 or 3 times that i have either answered already in
chat, or in the SR descrioption...


AND NOW HE JUST CLOSED THE CHAT WINDOW AND "HUNG UP" ON ME!

I'm seriosuly ticked right now...


0 Likes
Anonymous_User Absent Member.
Absent Member.

Re: No wonder frontline stinks...

I heard Asok's voice as I read that...LOL!

>>> Anders Gustafsson<AndersG@no-mx.forums.novell.com> 10/18/2010 2:30 PM
>>>

Adrockk,
> so I'll reserve the
> fire‑lighting for when I'm having REAL trouble, but thanks, Anders.
>

OK. Fair enough 🙂

We all have had our fights with frontline support, like the one I had
with CA:

Him: "Do not worry sir, our automated service system will fix all your
problems"
Me: "You have not been doing this very long, have you?"



‑ Anders Gustafsson (Sysop)
The Aaland Islands (N60 E20)

Give a man a fish; you have fed him for today. Teach a man to fish;
and you will not have to listen to his incessant whining about how
hungry he is.



0 Likes
Anonymous_User Absent Member.
Absent Member.

Re: No wonder frontline stinks...

I had to open a SR a couple weeks ago, I missed the memo (In the spring of
this year??) that when you called support they just took your number and
called you back unless you have a system down situation.

Sorry, I pay too much for prem support for NTS to them call me back when it
suits them and "chatting" is ok for social applications for teenagers but
not for user support. NTS has moved to "chatting" since it's hard to find
good english speaking support staff in India.

I pay less for support for other vendor applications that are just as
important as Novell's products and receive better support from those other
vendors.


"Adam Gabriel" <adrockk@no-mx.forums.novell.com> wrote in message
news:DW_uo.69906$N74.41745@kovat.provo.novell.com...
> Is it standard practice for NTS frontline "engineers" to work with more
> than one SR at once? Is this why they force us to open tickets via
> chat, so they can juggle us? I'm in the middle of a chat session and
> the guy on the other end keeps typing the wrong response into the wrong
> window. He has tried to offload me to email support twice, and is
> asking me questions 2 or 3 times that i have either answered already in
> chat, or in the SR descrioption...
>
>
> AND NOW HE JUST CLOSED THE CHAT WINDOW AND "HUNG UP" ON ME!
>
> I'm seriosuly ticked right now...



0 Likes
Knowledge Partner
Knowledge Partner

Re: No wonder frontline stinks...

Michael Rae,
> NTS has moved to "chatting" since it's hard to find
> good english speaking support staff in India.
>

FWIW, Novell is not the only one. CA is another and I have no problems
with techsupport in India. They often speak excellent english, albeit
with an accent.

- Anders Gustafsson (Sysop)
The Aaland Islands (N60 E20)

Give a man a fish; you have fed him for today. Teach a man to fish;
and you will not have to listen to his incessant whining about how
hungry he is.

0 Likes
Michael_Fleming Absent Member.
Absent Member.

Re: No wonder frontline stinks...

I've never had a problem with Novell support once I get passed to a backline engineer but had some frustrating times with frontline.. The best I had was the frontline engineer actually told me to use another vendors product because XEN was performing very slow and "as designed" and the "solution" was to just accept it. Not what I wanted to hear while doing migrations over a weekend and working 15 hour days.

Timezones are also annoying, having to wait on the US alot of the time as the expert team is there for some products.
0 Likes
Knowledge Partner
Knowledge Partner

Re: No wonder frontline stinks...

Michael Fleming,
> I've never had a problem with Novell support once I get passed to a
> backline engineer but had some frustrating times with frontline


Identical experiences here. Frontline support (any vendors) rarely
employ the brightest.

- Anders Gustafsson (Sysop)
The Aaland Islands (N60 E20)

Give a man a fish; you have fed him for today. Teach a man to fish;
and you will not have to listen to his incessant whining about how
hungry he is.

0 Likes
Anonymous_User Absent Member.
Absent Member.

Re: No wonder frontline stinks...

Anders,

> They often speak excellent english, albeit with an accent.


Only reason you understand them is that you speak English with an
accent...;-)


--
Paul

0 Likes
Anonymous_User Absent Member.
Absent Member.

Re: No wonder frontline stinks...

I have only opened a half dozen Novell SR's over the years, most of them
in the last year or so. The last was for ZCM, we had a nasty certificate
thing happen and I needed help. I submitted the SR for email support, 72
hours passed and I didn't get a response, so I hit up the chat.

The person on the other end turned offered to call me with further
details and turned out to be a very pleasant sounding native english
speaker. My questions were answered and concerns listened to. Couldn't
ask for more.



On 10/19/10 9:17 AM, Michael Rae wrote:
> I had to open a SR a couple weeks ago, I missed the memo (In the spring of
> this year??) that when you called support they just took your number and
> called you back unless you have a system down situation.
>
> Sorry, I pay too much for prem support for NTS to them call me back when it
> suits them and "chatting" is ok for social applications for teenagers but
> not for user support. NTS has moved to "chatting" since it's hard to find
> good english speaking support staff in India.
>
> I pay less for support for other vendor applications that are just as
> important as Novell's products and receive better support from those other
> vendors.
>
>



0 Likes
Anonymous_User Absent Member.
Absent Member.

Re: No wonder frontline stinks...

I've been told I speak with a Nebraska accent even though I'm a native
Californian! 🙂

>>> Paul Lamontagne<plamontagne@novell.com> 10/19/2010 4:14 PM >>>

Anders,

> They often speak excellent english, albeit with an accent.


Only reason you understand them is that you speak English with an
accent...;‑)


‑‑
Paul



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adrockk Frequent Contributor.
Frequent Contributor.

Re: No wonder frontline stinks...

On Tue, 19 Oct 2010 20:18:10 GMT, unsigned <unsigned@digerati.us>
wrote:
> 72 hours passed and I didn't get a response,


....

> Couldn't ask for more.


Really?

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Anonymous_User Absent Member.
Absent Member.

Re: No wonder frontline stinks...

.....Once the ball was rolling? I was trying to be positive about the
chat experience and you all rained on it. 😞

But yeah, the email response time was less than impressive and bad words
were said. Very much like the email support I attempted to get for
GroupWise this spring, it wasn't fun and the issue was never resolved.



On 10/19/10 4:34 PM, Adam Gabriel wrote:
> On Tue, 19 Oct 2010 20:18:10 GMT, unsigned <unsigned@digerati.us> wrote:
>> 72 hours passed and I didn't get a response,

>
> ...
>
>> Couldn't ask for more.

>
> Really?


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