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by rixed
2460 days ago
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Now that the myth of experts have been accurately described, let's say a few words about the reality. If IBM wanted the experts, they would have hired or grown their own. What they wanted was, I guess, the contacts (actual and prospectives). My experience with support contacts is that you often times have access only to someone who is not any more expert than you, and who care much less for your customers than you do. In several occasions it turned out the "expert" had been the one benefiting from the teaching from the in house "not supposed to be expert but knows more than the expert" guy (and yes also, and maybe especially, with "reputable" large companies like IBM or Oracle). I can even remember of a particular instance when the expert had no access to his company internal documentation to get details about a specific error message we were hitting, and we had to find a pirate copy of some internal manual from some Russian website and hand it over to him. It makes sense to have a service contract when you have really no knowledge at all on the domain, but as soon as it's related to your daily job then you will quickly realise that experts are mythical characters whom your contractor have no better access to than any other company, including your own. |
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I would seriously question who you're doing business with. Anytime I have had a significant issue, the escalation path is to the guy who wrote the code. To imply that enterprise support is just a bunch of people who don't know more than the average guy off the street is ridiculous. Tier 1 support? Sure, but you don't stay there long if you're a clued user with a real issue.