How can they give an excellent service when not a single person in the entrire company has any idea of how to solve any of our problems. Thier lack of knowledge is astounding (spelling?). I cant beleive that they have become such a big company when their service is so poor. You cant even go on their web site using anything but Internet Explorer!!!!!!!! They really need to get
I suppose you either pay RM to support your network, and then you can't really expect them to support products that are on your network that aren't there's. I guess RM are much more useful to schools without full time IT Bods, rather some poor teacher trying to teach and run a evergrowing network.. On a Different note, did anyone's school have any luck with Leading Edge/Advanced Schools today? -Kyle. == Kyle Williamson Solent Educational Solent House, Roman Road, Dibden Purlieu, Southampton, Hampshire, SO45 4RQ Tel: (023) 80 843189 Fax: (023) 80 848715 "You know the world is going crazy when the best rapper is a white guy, the best golfer is a black guy, the Swiss hold the America's Cup, France is accusing the US of arrogance, and Germany doesn't want to go to war." -----Original Message----- From: adrian.wells [mailto:adrian.wells@sidcot.org.uk] Sent: 13 May 2003 10:29 To: techies stpauls; suse-linux-uk-schools@suse.com Subject: Re: [suse-linux-uk-schools] Suse and Winbind thei act
together! IT IS NOT EASIER. You do it the RM way or not at all. It is an ABSOULTE JOKE!
We've had some of this :-) And it's most frustrating when they eventually result to remote access and you watch them do everything that you've already done. If your not happy you must tell them to escalate the problem - some support line staff will try to avoid this. Check what they've written in your notes on the web, do they understand the problem? If you can't access it, tell someone (my account has gone AWOL a few times). When you speak to them, they appear to understand but write gibberish, which is then picked up by someone else like Chinese Whispers! Update the notes yourself. The theory is fine, 99% of calls will be from donkeys who have a glitch in their BIOS when they think that they have a faulty OS! :-) (follow this thread and see how efficient you think it was "Problem mounting floppy") so a monkey at the other end of the phone using Help Desk is good enough. The trick is for them to escalate the problem at just the right time. This goes for all help lines paid or free - no one is an expert at everything, even when reading from a script. If I have internet related problems I always start my call "I think that this is one for IFL (their ISP wing)" and I get straight through to someone who knows what their talking about rather than having a ring-tailed lemma (giving the benefit of the doubt now) trying to guess the answer. As regards to the RM way or no way. Well you can see their point if you get into their shoes. If you extend your system beyond their remit will you pay extra to have their staff trained to answer your extra questions or do you support it yourself? Who is responsible if it causes problems to the RM bit? We supplied a squid proxy, they don't want to know, they supplied a Cisco router and answer every question! And just in case this is miss-understood - No I don't work for RM, I detest them, I'm not sponsored by MS, I was very happy with the help I received from the list and learnt a lot too and in this case it's our money, not the governments! :-) Adrian -- To unsubscribe, e-mail: suse-linux-uk-schools-unsubscribe@suse.com For additional commands, e-mail: suse-linux-uk-schools-help@suse.com