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Thanks For Nothing

So I emailed one of our Application Vendors:

These are the items we are monitoring on your software. Do you have have any best practices, white papers or suggestions on any additional monitoring we can put in place?
Paraphrased

This is what I got back

I checked on our documentation and with our integrators - we do not have any specific documentation regarding monitoring. But our group is always available for specific questions / gaps

This is what I want to send back

You mean specific questions like "Do you have have any best practices, white papers or suggestions on any additional monitoring we can put in place?"

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Accepted answers

All comments

zennifer

Unbelievable .. .but kind of goes with our ... let someone else worry about it society ... Customer Service, passion for your product, and the drive to constantly make things better. We are failing to teach people work ethic... and the basic principles of how human interaction can create success stories and successful endeavors. That was a totally pathetic answer that you received from your vendor.... WHO IS THE CUSTOMER... Vendors (some ... definitely not SolarWinds) feel like the customer is supposed to be there for them,.. The Vendor should be responsible and responsive to their customer. I get so aggravated. Believe it or don't... I switched my whole network infrastructure from Cisco to Brocade ... primarily because "an individual" representing the company ... basically felt the need to fulfill their own intrinsic needs rather than taking care of the customer and representing the company. A switch is a switch is a switch ... what you put behind that switch is what makes the infrastructure sound!

I think it is upon the Customer to force our Vendors to perform! It should not be this way.. Vendors should work hard to win and maintain customers; is this the customers fault? Or is our world just driven by greed?

superfly

What a joke. Some places don't know the meaning of the words "customer service". I wonder if the customer service manager (if there is one) would be happy to see this kind of correspondence.

You may as well have asked a brick wall. The reply would be pretty much the same.

tinmann0715

We're you dealing with VMware??? lol

zennifer

WOW ... the 600 lb Gorilla ... and they don't care - I get the same from my Sales folks ... folks directly tied to VM Ware ... so pathetic that those people are put in charge of VM Ware's reputation ... self serving idiots ... very frustrating ... they should work to maintain and enhance their customers experience ... they are more focused on selling you add on's that you don't need... or that another vendor does better.... VEEAM. How do we change the people representing great products!!! Cisco and VM Ware are both great products ... too bad that have taught arrogance over customer service! The product can't always sell itself!