| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 786.1 | do you have a good reason? | TAPE::SENEKER | Head banging causes brain mush | Mon Feb 17 1997 14:06 | 25 |
| leech,
Regarding...
>>> I have problem with an US Design jukebox.
Please help me understand why "Digital" should help with a problem
involving a US Design jukebox? Also, why would you expect Digital
to "know" anything about these jukeboxes?
I don't have any lists that cross references 1723 or 1703 to any
Digital part numbers. How many drives and storage slots does this
jukebox have? Plus is it manufactured by HP and resold as a US
Design jukebox in the same manner as the Digital RW5xx jukeboxes?
Regarding...
>>> I desperately need help.
We don't mind helping, but please tell us how this is helping a
Digital? Starting out your note saying you are having problems
with a competitors jukebox is not the best way to get us to help
you!!!
Rob
|
| 786.2 | Where the field may be coming from... | CSC32::S_WASKEWICZ | | Tue Feb 18 1997 15:16 | 25 |
|
re.
>>>Please help me understand why "Digital" should help with a problem
>>>involving a US Design jukebox? Also, why would you expect Digital
>>>to "know" anything about these jukeboxes?"
The U.S. Customer Support Centers provide support for many different
vendors equipmen. There are many other vendors software and hardware
products that MCS takes care of, other than DIGITAL's products.
MCS derives a great deal of service revenue from "hardware only"
maintenance on equipment, and, as is the case with many of the Category C
contracts that are written (local branch support only) on these products,
the local office resources are left to fend for themselves with no
corporate support requirements written into those contracts.
That doesn't stop folks from looking for help in those places
(where possibly trained folks used to reside before CSC re-alignments)
that can give that help where its needed.
Its also our charter, when needed, to try to get the assistance the
field may need directly from the vendors, and to intervene in
"finger-pointing" to resolve who may own the issues.
Steve Waskewicz
Customer Support Center
Storage Support (often caught between a rock and a hard place!)
|
| 786.3 | | TAPE::SENEKER | Head banging causes brain mush | Tue Feb 18 1997 16:38 | 37 |
| Steve,
You list some good points on why questions may be post in this
notes conference that "we" may not be able to answer.
To all,
Regarding my earlier "we"...
>> We don't mind helping, but please tell us how this is helping a
>> Digital?
I hope I haven't overstepped the usage of "we". I have hoped that
"we" is myself, people from SEP, the CSCs, and other regular answers
in this conference. I hope that "we" will attempt to provide accurate
information to any question posted as long as it is not in conflict
with any business issues.
Another issue that I am trying to imply is that this is a conference
primarily for Digital optical products, i.e. those that contain
Digital in the name.
In the event that a non-Digital product question is posted, I am trying
to educate people that each of us makes some personal association with
our jobs and the fact that our jobs put money in our pockets. In my
case, US Design is a competitor and anything that helps US Design hurts
me because each US Design system is one less OSDS/OSMS/RWXXX system that
Digital could have sold. So in my case, before I answer a question
about any optical stuff besides OSDS/OSMS/RWXXX, I have to know how it
is helping Digital in a bigger picture so I can feel that I am not
hurting my ability to earn an income in the future.
Maybe the best answer for this question (.0) is to provide the
phone number of US Design support. I don't have it, does anybody
else have it?
Rob
|
| 786.4 | | LEFTY::CWILLIAMS | CD or not CD, that's the question | Tue Feb 18 1997 17:02 | 17 |
| Start with 410-381-3000 (Columbia, MD) for U.S. Design.
I have no objection to oddball questions like this one in this notes
file. For many of the same reasons that Rob states, I do reserve the
right to not answer them... MCS supports a number of products that
Engineering is uninterested in supporting. If we know the answer, and
it does not seem to conflict with our own interests, we'll probably try
to answer it.
Support thru notes is on a time-available basis... formal support needs
to be worked thru IPMT's for Digital products, and 3rd party vendors
for their products.
This one belongs to U.S. Design, not Digital.
Chris
|