[c-nsp] Question for TAC

[Eric Van Tol]

First, thank you for responding.

> I know your original post was a <rant>, but I wanted to respond because
> as someone who lives, eats and breathes my customer's problems (just
> like my fellow TAC engineers) it hits hard when I hear about something
> like this.  As others have mentioned, there are escalation paths within
> and outside of TAC to assist you when you do not feel your problem is
> getting the attention it needs.  But I don't think that really addresses
> your rant.  All I can say is that engineers do need to take time off
> occasionally (whether sickness, travel or vacation), but it should not
> be something that you would experience regularly.

I know people need to take time off.  It just seems like the "I'm going to be on vacation" line happens a lot more than one would expect it should.  Clearly, I'm not the only one who has experienced this.

> This much I know is true, working in TAC isn't so much of a job as a
> life choice.  We are here because we want to help people (our customers)
> and we like solving complex challenging problems.  Our customers come
> first (often at the expense of many other parts of our life).

I do not doubt that 99% of TAC wants to help, as that's why they're in TAC.  It's why I do what I do, too.  We're in the same boat, that respect.  My rant was not at all about TAC's willingness to help, or their competency, but rather the frustratingly high number of incidents where engineers take cases and immediately go on vacation.  I just wanted to see if this was common and I think I got my answer.

Thanks,
evt

P.S. TAC management is doing something right because the quality of TAC engineers has improved greatly, in my experience, over the past few years.  Others may disagree, but that's my take.