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From: gerwitz@.Kodak.Com (Paul Gerwitz)
Newsgroups: comp.sys.hp
Subject: Re: Netpower: encourage HP to improve customer services
Message-ID: <1273@eastman.UUCP>
Date: 18 Jul 90 13:41:41 GMT
References: <1990Jul6.015817.23710@metro.ucc.su.OZ.AU> <4310127@hpindda.HP.COM>
Sender: news@eastman.UUCP
Reply-To: gerwitz@Kodak.com
Organization: Eastman Kodak Co.
Lines: 51


In article <4310127@hpindda.HP.COM>, danh@hpindda.HP.COM (Dan Herington)
writes:
|> 
|> I am currently in the process of investigating ways of providing electronic
|> support for HP's Network Management Dev. Kit.  My first suggestion was to
|> start a notes group - I used notes quite a bit when I was in the lab.  What
|> I didn't realize is that the support I was getting was unsupported.  I
|> found out that since much of the internet is privately and/or publically
|> funded for non-profit purposes, it is absolutely NOT kosher to support a
|> commercial product using the internet.  Any of the questions that get
|> answered here are being answered by the individuals without the support of
|> HP - hence the obligatory "disclaimer."

If this is so problematic, then why has Digital openly solicited their
Ultrix users (at the last USENIX) to send e-mail to the Atlanta Customer
Support Center without any retribution from the Internet community.  
Apple also makes their tech notes regularly available via anonymous ftp on
apple.com which is reachable from the internet.

|> 
|> Anyway, we are now looking at using CompuServe.  Any comments?  Would you
|> be willing to use CompuServe to submit questions/problems for a
|> programmatic product?  Is there anything that you would need that
|> CompuServe doesn't provide?
|> 

Absolutely not.  I am a HP-UX user, not a PC user.  Compuserve is not a
viable option for me.  Why should I have to pay Compuserve to get/give
information when I already pay a hefty support contract cost to HP.

HP-Support Line is adequate, but since it is on a 3000, the interface for
us HPUX hackers is not what we would like to see.


I think the whole problem here is that HP may not want to be a trailblazer
in using the existing network facilities (i.e. taking the conservative
approach).  All the user community is asking is that HP be reasonable and
more proactive in increasing the support level.  Having dealt with some of
the competition, I can assure you that they are focusing on support in a
strategic way.

+--------------------------------------------+
| The opinions expressed are strictly my own |
| and do not represent the policies of my    |
| employer.  At least not yet....            |
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 | Paul F Gerwitz  WA2WPI  | SMTP: gerwitz@kodak.com                          |
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