scott_campbell Absent Member.
Absent Member.
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Process to Lodge a Complaint

Unfortunately I have an incident open and am struggling with the support contact who appears to be interested in only closing the incident rather than trying to get an 'issue' resolved.

How do I go about lodging a complaint?
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4 Replies
peterkuo Absent Member.
Absent Member.

Re: Process to Lodge a Complaint

Call the tech back and ask to speak with the supervisor or manager; he/she is obliged to do that ...

-- eDirectory Rules! Peter www.DreamLAN.com
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tabney Absent Member.
Absent Member.

Re: Process to Lodge a Complaint

Scott,

Yes, call into Support and ask to talk to the Mgr of the Technical Support Engineer. They'll review the status with you and determine the best next steps to get things resolved.

-Todd

Todd Abney
Director, Technical Support
Novell
scott_campbell Absent Member.
Absent Member.

Re: Process to Lodge a Complaint

Thanks to the both of you for your quick replies.

Cheers,
Scott
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tbaki Absent Member.
Absent Member.

Re: Process to Lodge a Complaint

Scott,

You can also use the following process for documented complaints;

NOVELL: Support FAQ

This was the complaint is documented and assigned to the appropriate Manager so that they can contact you.

Tarik
Service Delivery Manager
Novell
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