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Conference 7.286::digital

Title:	The Digital way of working

Moderator:	QUARK::LIONELON

Created:	Fri Feb 14 1986
Last Modified:	Fri Jun 06 1997
Last Successful Update:	Fri Jun 06 1997
Number of topics:	5321
Total number of notes:	139771

3724.0. "Help with DECdirect" by BLAZER::MIKELIS (ISVETS, Marlboro, MA) Thu Mar 02 1995 14:53

I need some help with an internal order i placed with DECdirect 
(MKOTS4::INH_ORDER) over a month ago. I have had zero luck contacting them 
about the status of my order and it is becoming extremely frustrating to me as
the part i need is holding up testing for a customer problem.

My manager emailed the order as required but never received any acknowledgement 
back. I cannot use VTX to check on the order status because the query fields 
need data i don't have (such as a PO number) since i never received order 
confirmation. 

I tried for two days this week to call the 264-7777 number listed on the order 
form but got a "mailbox is full" each time. Upon transferring to 
an operator, i got another message saying "no one is available to help, 
please call 603-888-5111."  When i called that number, the operator gave me 
the email address to use which is the same as the one used for the original 
order. 

So, I sent the order again requesting some feedback on the status and have 
still not heard a peep from DECdirect two days later. I just called the 
264-7777 number once again, but this time i didn't get the "mailbox is full" 
message, but got a recording saying "no one is available to take my call" !!!!

Has anyone else had such difficulty in dealing with internal DECdirect orders?

  James Mikelis, ISV Engineering & Technical Support (ISVETS)
  Digital Equipment Corporation, 200 Forest St. [MR01-2/K5], Marlboro, MA 01752

T.R	Title	User	Personal Name	Date	Lines
3724.1	Hope this helps	TOLKIN::GENTRY		`Thu Mar 02 1995 15:16`	59
	Try DTN 264-6660 or any of the managers listed below. U.S. Customer Administration: Direct Order Channels DECdirect Contacts ------------------------------------------------------------------------------- DECdirect Managers \| Screen 1 of 1 \| Issue Date: 03-31-93 Number \| Review Date: 05-02-94 ------------------------------------------------------------------------------- * 800 Team Managers: Candace Trombly - DTN: 264-1854 or 800-344-4825 extension 216 * In-house (Cost Center) & Mail Order Manager: Nancy Blaisdell - DTN: 264-1767 or 800-344-4825 extension 202 * Direct Channel Specialists Manager (System Ordering & Pilot Programs): Lee Erb - DTN: 264-9299 * Federal Government Group & Part Number Assistance & FAX Ordering Manager: Wil Mounsey - DTN: 264-4851 or 800-344-4825 extension 203 HOW TO REACH DECdirect FOR YOU AND YOUR CUSTOMERS! Toll Free Phone Ordering: 800-344-4825 (800-DIGITAL) Internal (Cost Center) Ordering: DTN: 264-7777 Toll Free FAX Ordering: 800-234-2298 Mail Address: Digital Equipment Corporation PO BOX CS2008 Nashua, NH. 03061 FOR DIGITAL INTERNAL USE ONLY
3724.2	Doeth DecDirect still exist, pray tell?	GVA02::MEYER		`Fri Mar 03 1995 04:07`	5
	I understood that DecDirect closed in December 1994, and that DecDirect does not exist any more. Should this not be correct on your side of the pond, then I'm sure you will update me. Wishing you all "un Bon Week-end".
3724.3	DECdirect still Lives in U.S./Americas	SOLVIT::CARLTON		`Fri Mar 03 1995 09:08`	5
	Re: .3, it certainly does still exist on this side of the pond (U.S., er Americas...), but I'm not sure they still call themselves DECdirect. The catalogs and WWW stuff still uses that moniker, though. Jack C. (former Finance Mgr. for DECdirect, U.S.)
3724.4		BLAZER::MIKELIS	ISVETS, Marlboro, MA	`Fri Mar 03 1995 09:53`	5
	Thanks for your help. My problem is being worked. BTW, DECdirect is now called the Merrimack COM Center. Apparently they are quite backlogged and are working feavorishly on reducing back orders. /james
3724.5		TOOK::MORRISON	Bob M. LKG1-3/A11 226-7570	`Mon Mar 06 1995 17:53`	10
	Thanks for telling us this. I decided several months ago that for anything under $100, if I have the choice of buying it in a store and getting reimbursed or buying it from DECdirect, I will buy from the store. I can save Digital hundreds of dollars worth of my time by doing so. I did recently place an order with DECdirect for some items that are not available in stores (as far as I know). Fortunately, I'm not in a rush to get them. BTW, if you try to act like an outside customer when dealing with DECdirect, it won't work. They will ask you early on what company you are with, and when you say "Digital", they will ask you to call the "other" number.
3724.6	Nobody's home at DECdirect!!!	GRANPA::BCAVALIERE		`Tue Mar 07 1995 16:03`	14
	I've tried for a month to reach someone in DECdirect for internal pricing on various things I need to order. I've had no success. I left voice messages at their prompt but never received a callback. Sometimes it says their message queue is full, other times I;ll get the recording to wait for assistance and then there is silence for 10-15 minutes (so I hang up). I'm glad to see this note in here - I thought I was going crazy or something!! It's unbelievable that after a month of almost daily attempts to get through to DECdirect at the DTN264-7777 number I've had no success! I'll keep the list of contact names from a previous noter, and if this continues I'll send a note to them - FWIW.
3724.7	I new word is born!	NEWVAX::MZARUDZKI	I AXPed it, and it is thinking...	`Wed Mar 08 1995 06:53`	15
	A by product of down-sizing. All roads lead to no where. The infa-structure remains some what in place, but the actual point-of-contact is removed. We really must come up with a name for this. It could revolutionize language as we know it. Perhaps we can even gain some monetary compensation from the use of our new model. You knwo try and sell it as a product or service. Perhaps even bundle it up in software. The old BTTZ code. "Branch to Twlight Zone" -Mike Z. -Mike Z.
3724.8	Try DTN 264-4446	ZENDIA::DONAHUE		`Wed Mar 08 1995 12:34`	2
	I've had no problem ordering things from DTN 264-4446, which is the number for internal ordering - or so I was told.
3724.9	"..making the turn...?"	POWDML::OGUNJOBI	Ben Ogunjobi	`Thu Mar 09 1995 09:22`	3
	i hope, for the sake of "making the turn" this frustration in getting thru our "ordering channel" is only within....!!