LawsonGuru Blog
Thought-Provoking Commentary for the Lawson Software Community
Category Archives: Support
Is there a “LawsonAppliance” in your Future?
Software vendors just love to have their own dedicated box, right? We all know about the Google Appliance.
Now (NOT) Serving Number …
Nothing says “we don’t care” better than lousy customer service. This was the “greeting” I received this morning on Lawson’s Support site when trying to open a case: Maybe I’m just a little unreasonable, but this was on a Monday morning at 8:25am EDT.
Lawson’s Quality Crisis…The More Things Change…
A number of years ago, I wrote a LawsonGuru Letter article titled “Lawson’s Quality Crisis”. I really had high hopes that Lawson was turning the corner on these problems as part of their various initiatives (including their adoption of better CMM practices, the Xansa partnership, etc.)
Does Lawson Own a Time Machine?
Seth Godin writes in his blog today (http://sethgodin.typepad.com/seths_blog/2007/03/time_machines.html about the use of time manipulation by customer service employees in order to achieve “customer satisfaction”. I often feel the same way when I hear Lawson tout its “successful support call” completion rates.
This Time Lawson’s Right
I broached this subject on one of the Topica message boards a few weeks ago, and generated some controversial replies. Which means it’s a hot topic and worth sharing with the larger Lawson population.
Lawson’s India Flap
By far, the biggest news this month on the Lawson front may be its most controversial. In conjunction with an announcement of some development layoffs, Lawson announced that, over the next 2 years, it plans to move some development jobs offshore to an as-yet-unnamed organization in India (see http://news.mpr.org/features/2003/09/22_horwichj_lawson/).
Lawson’s Quality Crisis?
Does Lawson have a problem with software quality? Of course—it’s the nature of the business. Is it a crisis?
Lawson Denying Support to non-Lawson-Installed Software?
Heard through the grapevine that Lawson is getting tougher with its customers when it comes to getting support. Seems that the Lawson support policy, revised in July 2002, dictates that support will only be provided for software when “A Lawson-certified installer has installed the product”. (For more details, see http://support.lawson.com/coe/globalsupport/manual/scope.PDF ).
