Path: utzoo!utgpu!jarvis.csri.toronto.edu!mailrus!sharkey!mcf!mibte!gamma!thumper!pff
From: pff@thumper.bellcore.com (Peter Ferris)
Newsgroups: comp.sys.mac
Subject: Re: Jasmine Blues - Cont'd
Message-ID: <1606@thumper.bellcore.com>
Date: 19 Jun 89 22:34:04 GMT
References: <1599@thumper.bellcore.com>
Reply-To: pff@thumper.UUCP (Peter Ferris)
Organization: Bellcore MRE
Lines: 42

In article <> mnkonar@gorby.UUCP (Murat N. Konar) writes:
>In article <1599@thumper.bellcore.com> pff@thumper.bellcore.com (Peter Ferris) writes:
>>
>>This morning, another user came to me with YABJ (Yet Another Broken Jasmine)
>>hard drive - different model this time.  I have managed to contact the
>
>I began having difficulty with my (personal)  Jasmine InnerDrive90 in 
>March of this year.  After talking with their one of their tech support
>people, it was determined that I had to send it to them for repair.  It 
>came back fixed 5 days later (FedEx, at mt request, I paid the difference).
>We also have a number of Jasmine units here at work which have not had any 
>trouble.  
>
>Contrary to many of the postings here, my experiences with Jasmine Tech 
>Support and Sales have been very positive.  I wonder if the negative postings
>here are just a case of squeeky wheeling. I will conceed, however, that it is
>sometimes difficult to get through to them.
>
I dunno, I think I was entitled to some wheel squeaking after patiently (well, 
not THAT patiently, but...) waiting for over a week and a half for a human 
being to return my calls (over 2 dozen).  When you have two clients, with two
identicle drives fail, drives are only five digits apart in serial number,
your wheels will squeak too :-).  Jasmine knew of no specific problems with the
140's (InnerDrives), but at the same time said that they've had alot of returns
"on those". I guess people just get "tired" of their Inner 140's huh?!
Anyhow, it didn't quite fit my expectation of customer service, so I thought 
they deserved a little cage rattling.

Just one man's perspective, I guess.  Glad your experiences with Jasmine have 
been "very positive".  Mine have not.  It's unfortunate that one should need 
customer service / tech support on a "good" product, but if and when you do, 
it's nice to have someone (live!) answer the phone. It took me exactly two 
weeks to get to speak to someone / something that could even begin to help
(not a answering machine, not a 'Customer Service Operator').  I'm kinda
glad I "squeaked" in this case... otherwise I shudder to think how long it 
might've taken.  As it was, the first person I talked to was the Assistent to 
the President, not (sigh!) a tech support person.

Regards,
Pete Ferris
Bell Communications Research
pff@thumper.bellcore.com