(Alt: The Drake meme. Upper panel shows him hiding his face from "Securing Customer Data". Lower panel shows him smirking at "Securing Public API Documentation")
this post was submitted on 26 Jul 2024
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Been there many times. Had one case where support had to through the reseller who sold licenses in our country. Actual people who knew what they were talking about was tier 3.
We had a bug and were trying to report it and get a fix or workaround. Just told no, we're doing it wrong. After a lot of back and forth we had to pay for an "expert" to fly over and show us what we were doing wrong. Turns out he wasn't an expert, he was a salesmen. Made a demo for us on the flight and the first time he ran it was in our meeting room on projector.
Failed in exactly the way we had been saying. It was very satisfying.
Finally he phoned the dev team who confirmed the docs were wrong and we couldn't do what we were trying.
Haha yep. Not the support process you want. Glad you managed to let them eat some humble pie at least.
The support process you want is this: "We'll make you a channel on our Slack, if you've got any issues you can talk with our devs direct!" - yes please!
Definitely. What I didn't mention is all that took over a month!