[Info-vax] Possible VMS jobs

[abrsvc]

On Saturday, December 22, 2018 at 11:17:31 AM UTC-5, Robert A. Brooks wrote:
> On 12/22/2018 10:02 AM, abrsvc wrote:
> 
> > This was software support.  Note that this is not new.  Back in the day when
> > I worked for DEC in the field, my VMS backup at the regional level was
> > attending "Intro to VMS" when I called to follow up on a previous call.  At
> > that time, I had been working with VMS for over 5 years and found it
> > interesting that my resource for problems I could not solve had NO experience
> > with VMS at the time.  Needless to say, I was not pleased.
> 
> Something sounds wrong (but with HP(E), that's not a surprise).
> 
> Up until May, when we took over the VMS support from HPE, the
> HPE-provided VMS support was provided by the 20- or 30-year veterans of the
> various DEC/CPQ/HPE customer support centres (Colorado Springs, Alpharetta, 
> etc...), several of whom now work for us.
> 
> My guess is that the 1st-level support person at HPE had no idea how to 
> correctly route the call.
> 
> -- 
>                   -- Rob

You are correct. Routing was a problem.  The specific example was from over 20 years ago.  The contract was about 7 years ago.  The client was not impressed with HP support.  The few times I called Colorado myself, it was a crap shoot whether or not you spoke with someone with a clue.  Those that remained until the end were the good ones...