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Re: How long does technical support take?

• To: mathgroup at smc.vnet.net
• Subject: [mg62210] Re: How long does technical support take?
• From: alexander.vorobiev at gmail.com
• Date: Tue, 15 Nov 2005 04:16:09 -0500 (EST)
• References: <dl1k1k$3v$1@smc.vnet.net><dl4b50$jab$1@smc.vnet.net>
• Sender: owner-wri-mathgroup at wolfram.com

I have similar experience with the technical support. I had some JLink
question a few weeks ago. It took them a week to answer it and the
answer began with "Here is what I found in Help Browser" :)

Needless to say that I, of course, saw the page in the Help Browser and
my being not satisfied with the information I found there was the sole
reason I turned to the Wolfram support.

They have customer feedback form at the support site where I set
"Helpfulness rating" to 1 (0 was not available). Shortly I received
'apologies for this delay' email from the support manager with the
explanation that the staff was busy at the annual conference.

I gave up and eneded up not using the JLink feature I had hoped would
be useful in my project. I looks like the only value of the Premiere
Service is free upgrades, the support turned out not to be particularly
helpful in anything beyond finding pages in Help Browser.

Alex