Conference ilbbak::us_sales_service

77.0. "International Service Issue" by HOCUS::OHARA (KennedyHartClinton) Tue Feb 04 1992 11:27

My customer supports remote offices in France, Japan, Australia and the U.K.,
in addition to a large VAX9000 installation in the US.  We have noticed that
Digital Services (nee field service) has different rules and business practices
in those different geographies (coverage windows, Recover-All, etc).

This is very frustrating for my customer, since he expects to get the same
level of service regardless of geography.  "After all", he says, "Digital
is one company, isn't it?".  Apparantly not.

Just yesterday we found out that the U.K handles temperature related HDA
failures differently from the way the US does (customer is charged, even if
there's coverage).

So, my questions are:

	1- Are we ever going to offer the SAME service to international
	   customers, regardless of geography, and

	2- Until we do, who do I see about documenting exactly what the
	   differences are, so at least I can set the proper expectations.

If this isn't the right forum, I'd appreciate a pointer.

Bob O'Hara

    Bob,
    
    Our group, the International Business Support group, can assist you in
    identifying how service is provided around the world and how the
    characteristics of each service differ from country to country.  We
    have 40 help desks stationed around the world which can provide you
    with timely and complete support.
    
    For more information please contact me at DTN 297-7287.
    
    John "D Cowboys" R.

Thanks, John.  Will do.

Bob

PS - See you in the Football Notes Conf, too.