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Support(?) Line!

dale_draper

Well Known Member
This may be old news to most of you but did you know...

That along with a 10% increase in our support fees, they will no longer have
live call assistance (what they call "frontline" support)? Now, you will
call in, be given a call number and they will call or email you back.

More for less, if you own stock, you gotta love it, I guess.
 

mcogdell

Active Member
And they tell me that according to our contract, they have up to four hours
to call us back.

Mary Cogdell
Manager of AS/400 Programming Support
Eat'nPark Hospitality Group, Inc.
(412) 461-2000
 

scott_parker

Reputable Poster
I did not know that.

I am really wondering why we should not drop support all together.

They are not going to do any more Upgrades to World, They are cutting Live Support. What real reason does a "World" company, who has a staff AS/400 programmers, have to pay for support now?

As much as it hurts me to say this, but what real reason does an established World Customer have to move to XE or anything else?
There are "Add On" packages for every application out there now a days.

IMHO JDE really should take a second look at its World Customers.

Scott Parker
Grote Industries, LLC.
WorldSoftware Version 8.1.2 AS/400 V4R5
 

dale_draper

Well Known Member
For some groups it is already in effect, Technical for instance,
distribution will be one of the last to be phased in(out?). Process is due
to be completed by "March". (dunno beginning or end of)
>
 
I noticed it today when I called, I was told a rep. would call me as soon
as possible.


Bert R. Sternal
IT Business Analyst
Wabash National
(765) 772-2779 Voice
(765) 772-2299 Fax



Cathy Kaus
<Cathy.Kaus@huffyb To: jdeworldml@jdelist.com
ikes.com> cc:
Sent by: Subject: RE: Support(?) Line! ~~4858:4871
owner-jdeworldml@j
delist.com


01/31/2001 02:30
PM
Please respond to
jdeworld






When is this suppose to be effective?




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KCurley13

Member
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This is interesting....
Thank you,
Karen Curley
Manager of Enterprise Software Development
 

JBurd

Member
OneWorld distribution is already on a call-back basis.




Toni Nanneman
<Toni.Nanneman@hrc To: jdeworldml@jdelist.com
-cc.com> cc:
Sent by: Subject: RE: Support(?) Line! ~~4858:4881
owner-jdeworldml@j
delist.com


01/31/01 04:14 PM
Please respond to
jdeworld






Can anyone confirm if this is for World only? Or all help line lines?




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hooper106

Member
This is so you won't be waiting on hold during peak periods and hopefully get a consultant that know's the area you are having trouble in (ie world writer, world vision)

When you call in, you get a person faster to log your issue and route it to a consultant with experince in that area. The consultant also has chance to research your issue before calling you back.
 

hooper106

Member
Re: RE: Support(?) Line!

Nope :) Wish I did, would probably make more.

I would like to know what problems you encounter with this new way.
 

DRezanka

Reputable Poster
I understand where there coming from by logging the calls, then responding to them based on priority according to the level of your service agreement. But it is rather frustrating to wait for several hours to get a call-back, only to be away at a meeting and be left a voice message, then call the consultant back only to get voice mail, than wait several hours for a call-back, by then I've gone home for the day.

In fairness, it isn't always like this, but it sure seems to happen more often than I like. We log a lot of calls. I have a call right now I've been waiting two and a half hours for a call-back on.

Vent-vent. Thanx I feel better.

Doug
dougrezanka@eaton.com

Xe SP13.1, AS400 V4R3, CO-Oracle806, Co-A73c10, Citrix, NT JAS
 

hooper106

Member
Drezanka: Do you use the JDE customer Knowledge garden to look at the case documents that are posted there before calling?

Also give a specific time to have consultant call you back this may help on the call backs during a meeting thats what I do. If you have been waiting long call back in and ask for help refering to the call number.
 

DRezanka

Reputable Poster
Sure do. Depending on the issue, I'll spend up to a half hour searching the KG.

Regarding the time to call-back: I have left numerous messages for consultants, telling them that I am on the East coast and that I leave at such-and-such time. Consistantly, I would get a call-back long after I've gone home.

I'm just going to just respond to your message before I get deeper into complaining. This is a subject for the Client Managers to resolve.

Regards,

Doug
dougrezanka@eaton.com

Xe SP13.1, AS400 V4R3, CO-Oracle806, Co-A73c10, Citrix, NT JAS
 

wayne_severson

Active Member
WELCOME TO THE WONDERFUL WORLD OF VOICE MAIL TAG. YOU MAY TRY HAVING THEM
E-MAIL A RESPONSE TO YOU WHEN AND IF IT IS POSSIBLE TO LEAVE ADEQUATE DETAIL
ABOUT YOUR PROBLEM.
 

MGrejtak

Member
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My experience both before and after the changes in the help line is that
analysts always seem to call back on my lunch hour (which is the standard
12-1 EST) or after 5 when I am not there either. We have a theory that some
analysts purposely call so that they don't have to talk to someone. If they
have our client number and address and so forth, they should make attempts
to return calls during the hours at which people in that time zone work.
Having a voice mail left at 5:30PM does not make me feel any better about
getting my call resolved, particularly when I am never there at that time.
It is certainly feasible too that if they don't know the standard hours a
business works that info could certainly be obtained. We also log a lot of
calls, and our response time varies tremendously. It seems as though
certain subject matter areas call back quicker than others. For instance,
when we have had technical issues, we get a return call fairly quickly. When
we have an issue with purchasing, sales order, or manufacturing, it takes
significantly longer for us to get a return call.

I can make one positive comment that the patience, knowledge level, and
persistence of call analysts seems to be improving. I no longer feel like
the only intent of the analyst calling is just to "close the call". They
also seem less willing to throw in the towel as they did previously.

That is my two-cents worth!

Michael Grejtak
Mfg. Systems Analyst
Manufacturing/Inventory/Raw Materials
Hancor, Inc.
(419)424-8253

>
 

scott_parker

Reputable Poster
With this type of "Support" who needs enemies?
Its only going to get worse folks.
What bugs me is that 8 times out of 10 that I call JDE they can not duplicate my problem anyway so they wont off any help. My boss says I am too cynical.

Scott Parker
Grote Industries, LLC.
WorldSoftware Version 8.1.2 AS/400 V4R5
 
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