By Todd Smith -
Well to be honest you filed an enhancement request with support, and tier 1 support at that.
If you truly want to get through to someone about a product you need to talk much higher up the chain. I would start by asking your sales representative to put you in touch with someone that could make this conversation a reality. Almost all sales reps I've dealt with are more than happy to do this, and I myself have had great success in parlaying my enhancement request discussions into a more meaningful relationship with my vendors.
I've done the same thing though, I get my morning coffee, see some inefficiencies in a process and reply to a support ticket outlining why this is bad. Only to realize this will never see the light of day. I should really go AFK when drinking coffee sometimes ...
Cheers,
Todd Smith
Head of Information Technology
soho vfx |
99 Atlantic Ave. Suite 303, Toronto, Ontario M6K 3J8
office: (416) 516-7863 fax: (416) 516-9682 web: sohovfx.com
So yesterday I took about 15 minutes of my time to file a ticket with a vendor who shall remain nameless (since they are otherwise quite good) detailing an enhancement request I felt would bring value to their product.The response: oh, you can't file enhancement requests here, this is strictly support, you have to talk to your account rep for that, here's a complicated and vague process on how to do this, now go away and don't bother us.Don't want to take myself too seriously, but if I decide to take time paid for by my employer to put together a semi-intelligible enhancement request, as a vendor you should at least have the courtesy of saying "thank you very much, we'll add it to the list", even if you then proceed to just delete it. At least I would be under the illusion that I didn't completely waste my time.JF
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