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: <1150005@misty.boeing.com>
Date: 11 Dec 89 04:53:50 GMT
References: <203@limbo.Intuitive.Com>
Organization: Boeing Commercial Airplane BCS Support
Lines: 49

/ misty:comp.sys.hp / frank@hpuamsa.UUCP (Frank Slootweg CRC) / 12:39 am  Dec  6, 1989 /
>Dave (Taylor) and *others*,
>
>  I think we are getting somewhat closer to the right approach.
>
>  As I indicated before UNIX/HP-UX customers generally want something
>else then HP SupportLine can currently offer.
The current supportline is not useable.  I have 825CHX all terminals are
network attached, try to use support line that way.  I have 4 to 6 800s
coming in between now and summer.  They will have 700-22 and 32
terminals, try supportline on them.  The data in supplort line is not
up-to-date. Supportline is a nice idea it just is not there yet, maybe 
in 18-36 months.

>>>- Patches *are* available (through the Response Center) between major
>>>  releases. This mechanism was set up at the *same* moment we reduced
>>>  the frequency of releases (on request from our customers!).
How many customers know about the availability of patches ??  The way I
found out was someone mentioned it at the last Interex.

>
>  Again, our current indication is that *most* customers do not want to
>get bug/patch information and associated patches for "all the problems
>they don't have". They do want HP to help them solve the problems they
>*do* have. This does not mean that we should not listen to the
>"minority" that does want the info/patches but we should get some grip
>on the number of customers that want this, how they want it, etc (see my
>earlier postings).

We have so many machines and so many applications for those machines that
it is a MUST to have all of the info and we can't get it.

>  The audience in this forum on both sides are mainly technical people.
>Responses from HP are mainly one engineer trying to help out another
			     ^^^^^^^^^^^^^^^^^^^^^^^^^^^^
			     Thank-you Thank-you Thank-you
			     I can't thank you people enough.

>
>Frank Slootweg, Hewlett-Packard, Dutch Customer Response Center.
>
>Disclaimer: Only speaking for myself, not my employer.
>
>P.S. Give Dave and me a break. Let's here some more from other
>     customers and HP employees (especially in support).
>----------

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