Support
Looper's Delight
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--- Catilyne <catilyne@icicle.net> wrote: > At 09:13 AM 7/15/2003 -0700, Greg House wrote: > >--- Catilyne <catilyne@icicle.net> wrote: > > > > > > Well, in light of the different mods out there for the Jamman or >PCM-42, > > > I'd also wondered if there were any possibility for asking/harassing > > Line 6 > > > >But, you must remember that the people doing those mods were the >original > >developers of those products (no longer employeed by the company), and >the > >mods were only available after the products were discontinued. > > Okay. Well, we've got the 'discontinued' requirement down. Is the Echo Pro discontinued?? The Line 6 website still lists it as a current product. > Hard to tell. I've worked as a Support Engineer in a call center >before, > and it really can be hit-or-miss. Sometimes you'll talk to a >knowledgeable > gear who's interested in solving your problem, but other times you'll >get a > complete flunky who is talking completely out of his a** just to get you > off the phone and get him closer to his weekly paycheck. And, of >course, > sometimes you manage to get 'the new guy'. Exactly my point. > However, like it or not, the Support guys are generally the >'gatekeepers' > to Devel, and this has two immediate implications. By being around the > developers they sometimes do pick up actual information or attitudes and > let that trickle out of the organization to you, the customer. Now, this implies that the support people actually HAVE some contact with the developers. This is not always the case. I worked in support at a major computer company and the development happened in a totally different part of the country, and my only contact with the developers was through email, and even that didn't happen very often. It was primarily "write up a problem report" if you found a bug. Oftentimes the CUSTOMERS would have more contact with the development orgs then we would. > So, if you're able to get > one of the Support guys on your side, you may have a ghost of a chance >of > having your idea carried upstairs. Again, this implies that the support people have some say in the product features. Frankly, I don't think this happens at most companies. Development orgs and support orgs tend to be totally segregated. > Ultimately, it depends a lot on the company and its corporate culture > though, and it's hard to predict without some intimate knowledge of the > company. Precisely! Greg __________________________________ Do you Yahoo!? SBC Yahoo! DSL - Now only $29.95 per month! http://sbc.yahoo.com