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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

3998.0. "Customer Needs Help" by CSLALL::HENDERSON (Learning to lean) Fri Jul 21 1995 13:38




 I heard from a friend today (a former DECcie) who now works for a company
 which has Digital product.  They have the following:


 RA60
 MICROVAX II
 KDA50'S


 The are in need of some service help, and the local MCS office apparantly
 wasn't interested, and they've been down since some recent T-storms hit.
 The customer is located in Milford NH.



 If anyone knows who they may call for help, please send mail and I'll forward
 the information to him, or put you in touch with him.



 please send mail to CSLALL::HENDERSON



 Thanks


 
 Jim

T.R	Title	User	Personal Name	Date	Lines
3998.1		QUARK::LIONEL	Free advice is worth every cent	`Fri Jul 21 1995 14:03`	4
	"Isn't interested"? Try calling the ServiCenter at MKO (I think the DTN is 264-4270). Steve
3998.2	NOT INTERESTED?	BVILLE::FOLEY	Instant Gratification takes too long...	`Fri Jul 21 1995 14:23`	24
	If the local MCS bunch isn't "interested", I suspect there is more to the story than meet the eye. "NOT INTERESTED"? If so, there is one MCS manager that we don't need anymore. Totally unacceptable response. Possible reasoning - They are per-call, $230/hr*2 (or 4) + parts is not in the customer's budget. They are on contract, but local MCS sez, "Oh thunderstorm? that's not covered, please generate and fax a P.O." (My comment? Prove to me the Thunderstorm did it, and we'll talk. I don't want to hear coincidence.) Local MCS is overworked/overstressed/burned out and can't get there for some time. Thus the "not interested" comment. If they are serious about getting it fixed, have them log a call at 1-800-354-9000, and ask that the MOD be gotten on the line. We need customer satisfaction more than ever, and stories like this will propagate and bite us sooner or later. .mike. (hell, I'll go fix it if I have to.)
3998.3		HDLITE::SCHAFER	Mark Schafer, Alpha Developer's support	`Fri Jul 21 1995 16:25`	8
	or maybe the real truth is that the company wants free help. After all, who would spend anything significant on a MVII? Or, as another possible scenario, maybe the company hasn't paid an outstanding debt to Digital. Would we make another visit in that situation? Mark
3998.4	We do it all, Even Windows	SWAM1::WOLFE_LE		`Fri Jul 21 1995 17:15`	10
	MCS would never say "We're not interested". If they had a contract this would not be an issue, so it must be a per-call account. This means it's $230.00 per hour, min of two hours from 8-5. But the heavy hitter will be parts, and could exceed the book value of the equipment. They can call 800-354-9000 and take the hit, or look for resale brokers in the back of Digital News and Digital Digest. You can buy older drives and systems for less than a new PC... In MCS we don't ask how high should we jump, but how many times.
3998.5		CSLALL::HENDERSON	Learning to lean	`Fri Jul 21 1995 17:32`	19
	Thanks for the replies, and thanks to the local Service Manager for a phone call explaning the situation with this customer. I should have more clearly stated the case in the basenote. At any rate, if the mods would like to writelock this note,that's fine with me. Thanks Jim
3998.6	What it is???	ANGLIN::SULLIVAN	Take this job and LOVE it	`Mon Jul 24 1995 09:09`	8
	> <<< Note 3998.5 by CSLALL::HENDERSON "Learning to lean" >>> > Thanks for the replies, and thanks to the local Service Manager for a phone > call explaning the situation with this customer. Sooooooooo... what is the real story with the customer??
3998.7	Service, we don't need no stinkin service	ANGLIN::BJAMES	I feel the need, the need for SPEED	`Mon Jul 24 1995 14:56`	3
	Sounds like 1324.0 right? Mav