John Greene

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Top Stories by John Greene

We all know the story, right? In today's high-tech world, technical support has suffered a demise worse than Darryl Strawberry's life after baseball. It's virtually impossible to get anyone knowledgeable on the phone. Support is the lowest item on the totem pole. Qualified folks move on while the no-ops remain. Support engineers are bitter, angry, disgruntled individuals, bordering on inhuman. Tech support is such a rip-off. The executives allowing this blatant disrespect toward their customers should lose all of their stock options. Got that out of your system? Good. Because what I'm going to share with you in this column is not only going to bring back some of the warm fuzzies you used to get from technical support, it's going to show you what BEA is doing to make WebLogic support vehemently defy the pathetic support standard set (and accepted) by the dot-bomb ge... (more)

Comm 101

As a WebLogic developer, there'll come a time when you'll need to file a support case with BEA; many of you have done this already. Throughout the problem-solving process, you'll be speaking with one of BEA's DREs (developer relations engineers). These folks are very knowledgeable regarding WebLogic, and hopefully the two of you will quickly find a resolution to your problem. We're dealing with complex systems, however, and for a variety of reasons, things may not go smoothly 100% of the time. Surprisingly, much of this "nonsmoothness" can be attributed more to communication issue... (more)