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Greg Low (The Bit Bucket: IDisposable)

Ramblings of Greg Low (SQL Server MVP, MCM and Microsoft RD) - SQL Down Under

Should vendors have an express queue for people who have a clue? What passes for support today?

Published Tuesday, February 22, 2011 10:00 PM by Greg Low

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jamiet said:

I feel your pain Greg, believe me.

On the other hand I used Gearhead the other day to help me with a malfunctioning Netgear router and was actually quite impressed by the service. Somewhere out there, there *are* knowlegable support technicians, you just have to hope you get one of them.

JT

February 22, 2011 6:26 AM
 

Jason said:

I experience support like this, in my own employer!  Here's an example.  We have multiple datacenters at various geographical locations.  I, as the DBA, VPN at all hours of the day for support.  I found out that flr one particular datacenter I cannot connect to any of the named SQL instances via SQL Browser.  I can however connect to those named instances via SQL Browser from my office, or from an RDP session to another server in another location.  The network team so far has told me that the issue is the configuration of the SQL Servers at the datacenter.  It's not that the VPN client or something on the network between the VPN endpoint and that datacenter WAN link that is blocking UDP 1434.  They don't care that I can connect to those SQL Server named instances via server,TCP port (assuming I go look up that port number, or create a policy that named instances are configured use specific ports and I then document those configurations).

February 22, 2011 11:51 AM
 

John said:

I hear you on that one, coincidentally from this mornings dealings with a hardware vendor who shall remain nameless, but rhymes with bell.

I understand the need for them to step through the script but when you have already done the troubleshooting for them and just want to get to the bit where they replace the part it gets a little boring

February 22, 2011 11:24 PM

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