Whenever I've had to submit something for the programmers to work on, one of the help desk people owned the issue and worked with the programmers. I never talked to the programmers myself -- the help desk agent forwarded any files and information to the programmers, and they sent it back to the agent, who then communicated with me. There was never any expectation that a programmer would communicate directly with me. These kinds of issues have taken a few days, but never more than a week in my experience.aclawson wrote:It isn't that the -help desk- wasn't willing to help, *THEY* were great. It is the programmers above them who don't seem to care in the slightest.
What makes you say that the programmers don't care? Has someone said that they would communicate directly with you? Or has a help desk agent said that they don't care? Even for issues involving the programmers, what you're reporting is quite different from my experience.