Path: utzoo!attcan!utgpu!jarvis.csri.toronto.edu!clyde.concordia.ca!uunet!bcstec!misty!jsadler
From: jsadler@misty.boeing.com (Jim Sadler)
Newsgroups: comp.sys.hp
Subject: Re: HP Customer Support...
Message-ID: <1150004@misty.boeing.com>
Date: 11 Dec 89 04:36:44 GMT
References: <203@limbo.Intuitive.Com>
Organization: Boeing Commercial Airplane BCS Support
Lines: 48

>/ misty:comp.sys.hp / gentry@kcdev.UUCP (Art Gentry) / 10:09 am  Nov 30, 1989 /
>>In article <1320019@hp-ptp.HP.COM> mck@hp-ptp.HP.COM (Doug_McKenzie) writes:
>
>>
>>couldn't be locally resolved.  Software fixes are usually much quicker to
>>resolve, because the problem can be emailed.  Everyone I know at HP
>>recognizes that months-long delays in fixing problems loses customers, and
		 ^^^^^^^^^^^^^^^^^^^^
		 With the current release policy (updates about once a
		 year) it may take longer.  It would be nice if there
		 was a list of patches available.  There is nothing
		 worse than spending days on a problem only to find out
		 that "Oh thats been reported x amount of time ago"

>>is perhaps the worst way to run a business.
>>
>Emailed????  What an original idea????  When is the RC going to recognize that
>this is a valid option?  Talk about cost savings!!  Everytime I want a bug
>fix I have to wait for the RC to FedEx it to me or spend the time to TRY
>and get hold of my local SE to dial into the SE Support System in Fort Collins
>to download it for me.  I have requested that the RC uucp patches to me
>several times, but they don't want to do this.
>
The peculiar thing about this is that the people in the "labs" use the
internet and email.  But not the response center, anyone know why ?

>>
>>I agree about the patch BBS.  Why is the SSB "infamous"?
>>
One part is HP's interpatation of "enhancement request".  Ask your
customers about the "enhancement request" that was submitted for them, I
bet most of them consider them BUGS.  The second part is that an awful
lot of "enchancement requests" are resolved as "May be fixed in a future
release".

>Very simple, it's impossible to use in it's current format.  Unless you have
>the time to read through the WHOLE thing.  I'd love to get it on disc/tape
>so I could load it onto my system for scanning through.
Nice idea!!
>
>
>
>-- 
>| R. Arthur Gentry     AT&T Communications     Kansas City, MO     64106 |
>| Email: attctc!kcdev!gentry        ATTMail: attmail!kc4rtm!gentry       |

jim sadler
206-234-9009	email	uunet!bcstec!jsadler|root  | hplabs!hpubvwa!b-mrda!jim