David Lee Todd, Unknown Product Manager



	David Lee Todd, Unknown Product Manager People who love sausages and software should never watch either being made

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Tuesday July 10, 2007

Unhelpful Sun help desk

Every once in a while I astonish myself with my own naivete. Last night I logged a Sun service desk ticket asking for help with my Pine configuration to access the Sun North American email server. Early this morning when I checked email (using Thunderbird), I was happy to see that there was a "Servicedesk request completed" message. Great! What fast service! Some helpful Sun support person, toiling through the night on the other side of the planet, had found a solution to my configuration issue!

Alas, it was not to be. This was the message:

The following action has been taken on your ticket number [deleted]
Please read the comments and respond if necessary.
Action : Close           
Taken By : [deleted]  
Date/Time : Jul 10 2007  8:42AM

Service Providers' Comments :

Hi David,

Please be advised that this Product Pine is not supported via ServiceDesk, so
no further action can be taken by the Global Resolution Center.

This ServiceDesk ticket will therefore be closed.

Thanks

Oh, well. I know it's ridiculous to expect the Global Resolution Center to support every weird email client out there, even a legendary open source tool like Pine, but I couldn't resist razzing my Sun colleagues a bit. Heh-heh.

Posted by davidleetodd ( Jul 10 2007, 08:11:24 AM PDT ) Permalink Comments [2]

Comments:

You deserve it... :-) If you can use pine, then you're supposed be able to configure your mail server, right? To be fair, this is not what those guys are paid for. Unfortunately.

Posted by Georg on July 10, 2007 at 12:26 PM PDT #

"Sun colleagues" ? Not even close. GRC was outsourced years ago. At least you're lucky they deleted it rather than closing it - otherwise your question and their 2 minute response would have cost Sun a few hundred dollars.

Posted by Scott on July 11, 2007 at 06:02 AM PDT #