Software Support?

[Chris Peck]

Has anyone else run into anything like the following before?

Last Weds (3/29) I called Sun Software Support to find out if a piece of
code has been updated.  I was initially told that no one was free and that
someone would call me back about it.  I said fine (since this has always
happened whenever I called them - I figured I would get a call the next
day about it).  Well, Thursday came and went and no call, so on Friday
morning I called back and gave them my reference number and they said
someone would call me back later...Needless to say, I called them again on
Monday morning and was given the same response.  On Wednesday, the phone
receptionist acted surprised when I told her my story and said that it
would now be elevated to a manager level and that somone would be getting
back to me.  Well today is Thursday I've called them twice already and was
told again that it was at the manager level and...(well you know the line
by now).  All I have to say is - I'm sure glad that I don't have a system
down on it's knees waiting for support to call me with the answers to my
questions.  Has anyone run into this before - I've had calls go unreturned
by them before (but I figured out the answer so never called them back) -
usually they would call me on the next day after the problem was called
in...  -chris