Support/Sales Responsiveness (was: Re: Upgrade Installation of 5.6.10)

[Fairlight]

Four score and seven years--eh, screw that!
At about Sat, Mar 06, 2010 at 06:06:52PM -0500,
Bill Randall blabbed on about:
> Rodgers,
> 
> Is there a reason you did not write to filePro support or sales?

I can't speak for Rodgers, but my first thought upon reading your question
was, "There's support?!  There's barely sales!"

Reason being, recently (the last two years, and especially the last year),
many of my clients that try using support channels have had a horrible time
getting in touch with support, especially since the central office was
done away with.  

I personally could not contact sales for a consecutive three days sometime
last year while trying to get help with something--just kept getting
voicemail.  This is not a one-time occurrance.  Any time in the last
several years that I've needed to talk to someone at fP Tech for sales
-or- support, it's taken multiple days to get hold of a live person on the
phone--and that's just to get initial contact.  Maybe your email support is
faster...or existent.

Amongst many of those I talk to (some of which would be accurately
described as fP loyalists), fP support responsiveness has become a
sad joke, and the butt of cynical comments in private.  Apparently
it's especially bad with support pertaining to fPcgi in terms of long
turnarounds even once there's contact.

I can -easily- see why someone would turn to this list first, with its
generally expedient turnround times, rather than try official
channels--especially on a weekend and if time was short.

mark->