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Conference csc32::consolemanager

Title:POLYCENTER Console Manager
Notice:Kits, Scans, Docs on CSC32:: as PCM$KITS:,PCM$DOCS:, PCM$SCANS:
Moderator:CSC32::BUTTERWORTH
Created:Thu Aug 06 1992
Last Modified:Fri Jun 06 1997
Last Successful Update:Fri Jun 06 1997
Number of topics:1541
Total number of notes:6564

907.0. "Who's looking after us?" by 42441::FRAWLEYJ () Fri Aug 04 1995 07:25

    Hi,
    
    Who is looking after PCM in engineering since Phil And Simon have left?
    It's just that I've got a customer with a list of 16 bugs/problems since 
    he has applied the latest ECO (on VMS). This customer has been an excellent
    field test site and has given a lot of positive feedback about the product.
    
    I would just like to run this list by someone in Engineering off-line
    first just to get some idea as how to progress things. If necessary
    I'll have to raise 16 IPMT's but I'm not sure if any of them are known
    problems.
    
    
    Thanks in advance
    
    John
    (comics::frawleyj)
T.RTitleUserPersonal
Name		DateLines
907.1???54625::WILLEMSGGeert Willems MCS-BelgiumFri Aug 04 1995 08:5217
                                           
    Hi John,
    
    I'm in the same situation as you. You know that there isn't a PCM
    engineering(Phil & Simon) group anymore. The last message I had from
    Phil.Simon is that everything moved to DEC Israel. Until now I didn't
    heard anything from DEC Israel.
    John, I believe we are in deep sh...t !!!
    I believe the best to do is raise IPMT's. Otherwise the customer will
    blame you. And if the customer is angry, he will contact your boss ...
    Do I have to tell the rest of the story.
    Another thing that you can try is post all these problems/questions
    in this notesfile and maybe if you're lucky someone can help you.
    
    Rgds,
    
    Geert
907.2IPMT cases is the correct/best procedure57134::KUNGFri Aug 04 1995 12:3428
    Re: .0 and .1
    
    John and Geert:
    
    Please follow the correct process, have the customer contact the
    CSC, and the CSC will determine if the problems should be reported
    as IPMT cases, and set the appropriate priority levels.  This is 
    the BEST way right now to make sure that your customers' issues 
    are addressed.
    
    Product support and potential development are being moved to
    DEC Israel.  Given that any transition would incur potential
    ramp time, we here in product management and engineering management
    are monitoring the progress of the transition and ramp closely,
    to make sure that the level of support DEC Israel provides would
    be up to par with what's always been delivered in the past.  We
    also ask that you give some level of trust in this matter, and
    not read gloom and doom into this situation until it is merited.
    Customers will certainly gather that opinion from your actions
    and we (customer, Digital, you, me) all lose then.
    
    DEC Israel has begun to look at the IPMT cases currently in the
    system for PCM while they are ramping up.  So, please follow due
    process and get those issues called in and cases opened!  The
    customers cannot wait.
    
    Thank you and regards,
    Rae Collier
907.3Dave and Dan57134::KUNGFri Aug 04 1995 12:378
    One more note:  Dave Bigelow and Dan Butterworth, engineering
    and CSC support, have always provided excellent development, 
    responses and bug fixes for the team along with Phil and Simon.  
    We are fortunate that they are still with us, and again, using 
    the IPMT system through the CSC will help make sure that they 
    are given the right issues to deal with in a timely manner.
    
    Thank you.
907.429067::BUTTERWORTHGun Control is a steady hand.Fri Aug 04 1995 15:445
    If you want to send your list to me I will look at it and determine if
    they are real problems etc.
    
    REgards,
      Dan