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First, I want to thank you, Eddie, for being a calm voice in this conversation. --- In "dawydiuk" <> wrote: > I apologize the engineer you talked to wasn't able to help you solve > your problem. It's great to see people on this list were able to help > you come to a solution. Nothing against this group (it has been very helpful in the past) but this time I solved my own problem with Google when I found the patch for the broken file in the kernel sources. > We weren't aware of any issues regarding the version of glibc on your > PC, so the engineer you spoke to was probably a bit stumped... At least, not until I reported one. Now you know that there is an issue with many of the newer x86 linux systems because some kernel developer thought he could shave a couple microseconds off the build time by relying on something else to include a header his code re quires rather than including it himself. > At TS > the engineers are in a unique situation in that they provide tech > support as well as engineering new products. This allows our customers > to talk directly with the engineers that designed the products they > are using. We typically can help customers solve any hardware related > question they have, although from time to time we all have a bad day. I, too, am in the same boat. I write software and support both general users and also customers who've purchased source. > I empathize with both you and the engineer. I've done lots of tech > support here at TS and I know what it is like to have a rude customer > with a problem that I'm a bit stumped on(I'm not saying you were being > rude). Although, I talked to the engineer you spoke to about the > situation and he felt you were coming across as rude. He also didn't > know what was causing the problem and as a result decided to pass you > to management for further support. As I mentioned earlier engineers > are the ones answering tech support and management doesn't want them > to have to deal with angry customers. As a result we are instructed to > pass customers we are having difficulty with to management. Keep in > mind some of us have thicker skin than others. I'm not going into feelings, although they ere definitely a factor on both sides. However, IMHO, the very FIRST thing your engineer should have done when I reported a build error was to suggest that I try to use the same build environment that you know works. Especially since (a) linux is freely available and (b) I told him I was installing a fresh, clean system to avoid problems. This is typically a much better approach than suggesting that the customer did something wrong or worse (which is wh a t I got). During the past 25 years, every single time I've needed to support a developer working with my sources, the first thing we do is build common ground by getting the customer's build environment to match mine. Then, if any problems still exist, we work through them. Typically, getting the environment correct is the only problem that needs to be resolved and this case is no exception. __._,_.___
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