Ascend Archive
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Re: (ASCEND) Ascend going mad ? (was: Stable code for Max 1800)

> A bit more history: We are seeing this since the first 1800 we were
> trying to install replacing two P400s. We have made _countless_ bug
> reports about this issue, the only response beeing "we don't see this",
> "nobody else has this problem" and the omnipresent "install X.YZpP" with
> X,Y,Z and P beeing the bleeding edge version available at the time
> the "answer" came. We finally got Ascend to recognize that there MAY
> be something and they told us "when you see this error next, make a new
> TR and our engineers will have a look on it".

Just some recommendations...

*Do not make countless bug reports on a single problem - make sure you are
 always just updating a single bug report.  In other words, ask for the
 trouble ticket number and always refer to it in all future communications
 for either voice or e-mail and *do not let customer service close the
 ticket*.  If the ticket is ever closed then you lose all the context
 and long history that helps to point out how patient you have been.

*Always get the name of the customer service rep you are dealing with and
 ask for them *by name*.  Do not let yourself be handed off to whoever is
 next in the call queue (unless you didn't like the previous rep).

*If after walking through the basic configs and troubleshooting with the
 front line rep, *ask for escalation* - you can only do this if you are
 calling in, but I know there are more than one level of expert in customer
 service.  Don't get angry or threaten but do be persistent.

*Do not let this reply stand.  Do not reply via e-mail.  You need to call
 in directly and talk to an escalation representative or the customer support
 manager.  This may take more time on this call but it sounds like it will
 save you time overall.

*Sending e-mail to "ascend-users" is good for letting off steam, for sharing
 information, and for asking questions where you get a different perspective
 than you get out of Ascend, but it is not Ascend Customer Service.  I remain
 amazed at how helpful Kevin and Matt can be, but they are probably not the
 people you need to be talking to.  If you really have a bug (as it sounds
 like you do) - you need to get Customer Service involved.

I don't know, maybe this is what you meant, but just in case, I thought
I would make the recommendations.  I also don't know if this is true or
not for Ascend, but it certainly has been true with other vendors.

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