Unfortunate. The problem I have with this is that HCL doesn’t pay me a salary, so I am not inclined to do their work for them. Sorry but I’m going to get on my soapbox for a minute.
I was inconvenienced by this bug. I spent my employer’s time and money to investigate why these fixlets started breaking all of a sudden, tracking down all of the fixlets that now have this issue, spent time creating a detailed forum post which will be helpful to other people if they run into this issue, and the official response I get is “please spend even more of your own time to create a ticket”.
I understand that some issues are complex or tied to certain configurations that may be unique to the customer’s environment. It makes sense to create a support case for those situations so a dedicated tech can get involved and investigate. This is not one of those times.
Existing BigFix customers, especially people who take the time to use these forums to get help and give help, are valuable assets. Take care of us, and you will have more BigFix evangelists. Dismiss us, and we will go away. Here are some examples of what great customer service looks like:
“Thanks for taking the time to let us and others know about this issue. I was able to verify it is a bug and have created a ticket so we can try and fix it for the next release. Sorry for the inconvenience.”
“Thanks for taking the time to let us and others know about this issue. Unfortunately I was not able to reproduce it. I’ve created an internal support ticket and a representative will be contacting you to continue troubleshooting. I’ve sent you a private message so I can get further contact details.”