( ESNUG 196 Item 6 ) ---------------------------------------------- [9/29/94]
From: hill@synnet.com (Shannon Hill)
Subject: Hotline Refuses To Help Via E-mail
John:
The Synopsys hotline folks fail to respect requests to communicate via e-mail.
In my opinion, a well-documented problem I send via e-mail shouldn't get a
telephoned reply from the Hotline. Voice messages like: "I need to talk to
you about your problem, call me at extension XXXX." are useless & wasteful...
Not only are they ignoring my request to use e-mail, but they are failing to
leave a voice message which indicates exactly what questions they need
answered! When I actually do call back, I'm usually forced to wait because
the individual is not at their desk, OR they're helping someone else.
I specifically ask them for NO PHONE CALLS, I want to communicate via email;
yet they repeatedly ignore this request. Does anyone else share this view
and/or experience??
- Shannon Hill
3COM Switching Division
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