| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 4618.1 | We do that! | MPGS::CARBONEAU | fiercely independent | Fri May 24 1996 13:21 | 13 |
| Internal service contracts are handled by what's left of the INDEC
organization. All the information you need can be found in VTX INDEC.
There is also a listing in VTX ATOZ under MCS Internal Contract
Administration. The folks at 1-800-354-9000 are supposed to know to
send you to us, so I don't know what happened there.
The simplest way is to call me, or send me email.
Wendy Carboneau
237-2618
MPGS::CARBONEAU
Internal Contract Admin
|
| 4618.2 | Imagine getting that treatment from OUTSIDE!?!?!? | HSOSS1::HARDMAN | Digital. WE can make it happen! | Fri May 24 1996 20:50 | 24 |
| Just imagine what it's like for a REAL CUSTOMER, with REAL MONEY to
spend, to try to find their way through that maze! I'm sure that many
give up and find another computer vendor and/or service provider.
I called the Starion support line a couple of Sundays ago to try to log
a call for my MIL's Starion 915. After going through the maze of "Press
1 for..." type menus, I ended up in a dead end. Trying to get it to
back up one level resulted in the damn machine hanging up on me. This
happened twice.
Not being the type to give up easily, on the next call I took a
different path, this one was finally nice enough to inform me that I
was out of luck. Digital doesn't provde PC support anytime other than
Monday thru Friday, 8am to 8pm Eastern Time. Tough luck.
I cringe at the thought of my MIL (about as NON-technical a person that
ever lived!) trying to find her way through that maze alone.
Now I understand why we had to get OUT of the home PC market. We don't
understand it at all. I hope we're treating the rest of our customers
much better than this. :-(
Harry
|
| 4618.3 | | JULIET::MULOCK_PA | | Wed May 29 1996 15:50 | 14 |
| Thanks for the information - I now have a contract on my new printer.
Considering that the 9000 number should have been able to direct me to
the right place, and given the number of different people at that
number that I spoke to, something is definitely broken! Needless to
say, I've got the InDEC info prominently displayed in my cube, and have
given the info to several other people with new equipment so they don't
have to go through what I did.
Guess the real problem in the beginning was knowing "InDec" was the
keyword I needed. Maybe we need to have some searches in VTX that
allow you to put in more generic terms - i.e., service contract - and
it would get you to the right place.
|
| 4618.4 | | ATLANT::SCHMIDT | See http://atlant2.zko.dec.com/ | Thu May 30 1996 09:29 | 17 |
| > Guess the real problem in the beginning was knowing "InDec" was the
> keyword I needed. Maybe we need to have some searches in VTX that
> allow you to put in more generic terms - i.e., service contract - and
> it would get you to the right place.
And then we could gather up all the relevent tidbits of information
(and the phone numbers and electronic ways to reach these folks) and
collate it and publish it in a small, soft-cover pamphlet.
And if it didn't take too much space, we could also include the
phone numbers of the folks who work here.
This would even be useful if you were travelling and couldn't
access our fancy electronic information systems from, say, a
payphone or the customer's site.
Atlant
|
| 4618.5 | | CSC32::B_GOODWIN | MCI Mission Critical Support Team | Thu May 30 1996 12:31 | 3 |
| I send this note to the management of the 1-800-354-9000 number.
Brad
|
| 4618.6 | | STOWOA::TDOLAN | Tim,MCS PSMG PCs,508-496-8222 (276)OGO-1/F13 | Fri May 31 1996 09:56 | 6 |
|
><<< Note 4618.5 by CSC32::B_GOODWIN
>I send this note to the management of the 1-800-354-9000 number.
Good idea - without jumping immediately to the top of the pile - that
person's name is ________
|
| 4618.7 | | QUARK::LIONEL | Free advice is worth every cent | Fri May 31 1996 11:55 | 4 |
| It would be inappropriate to post that person's name here without their
permission - it encourages people to START with bypassing the normal channels.
Steve
|
| 4618.8 | | CSC32::B_GOODWIN | MCI Mission Critical Support Team | Fri May 31 1996 12:22 | 6 |
| >It would be inappropriate to post that person's name here without their
>permission - it encourages people to START with bypassing the normal channels.
I wasn't going to anyway. I'll let them handle it internally. I'm sure there was
just some mis-communication that caused this problem to start with and we should
just let that group clear it up internally.
|
| 4618.9 | | CSC32::B_GOODWIN | MCI Mission Critical Support Team | Fri May 31 1996 12:25 | 5 |
| I forgot to mention, if anyone should have this type of problem again or are
getting a run around when calling the 1-800-354-9000, just as for the MOD
(manager on duty), they are suppose to take care of problems like these.
Brad
|