Path: utzoo!utgpu!jarvis.csri.toronto.edu!cs.utexas.edu!sun-barr!apple!motcsd!hpda!hpcuhb!hpcllla!hpclisp!hpcladb!defaria
From: defaria@hpcladb.HP.COM (Andy DeFaria)
Newsgroups: comp.sys.hp
Subject: Re: HP Customer Support...
Message-ID: <1340090@hpcladb.HP.COM>
Date: 1 Dec 89 17:54:44 GMT
References: <203@limbo.Intuitive.Com>
Organization: Hewlett-Packard Calif. Language Lab
Lines: 31

>The primary reason why HP and other companies don't post patches to a
>public forum like USENET is because of liability.
>
>This is not a cheap excuse. It is a fact of the business world. In
>contrast to say, most of Apple's customers, HP customers tend to be
>large institutions or companies with a legal department and alot of
>money. If HP distributes a patch BEFORE it has been rigorously tested,
>and the end user uses the patch in a critical production situation, and
>the patch fails to fix the problem, there are many people out there
>with the financial clout to sue the company that WILL. Even if they
>don't win, it ends up costing HP alot of money, time, and headache. If
>they do win, it could mean the end of HP.

Bull! Ours software/patches is distributed with the infamous "use it at your
own risk" warrantee.  Therefore nobody in their right mind would have cause to
sue HP.  People outside of their right mind would surely not have a case and
HP should be able to recoup any expenses in counter suit (and dare I say:
maybe make some money).  Any counter suit that failed because of plaintiff 
bankruptcy wouldn't break HP!

I do agree more with your position of support and control, however customers
in the know, who are willing to forego the support and take the risk are being
told NO by HP and going elsewhere.  I think with enough warnings (sort of like
we warn our commerical customers on MPE about using priveledge mode), posting
patches could improve HP's image in the technical market place as being one of
the most "state-of-the-art" vendors.

(Of course these are my own opinions - How could I honestly state anyones
else's without being in politics ;-)

			   Andrew DeFaria