Path: utzoo!attcan!utgpu!news-server.csri.toronto.edu!mailrus!cs.utexas.edu!uunet!mcsun!tuvie!mike
From: mike@tuvie (Inst.f.Techn.Informatik)
Newsgroups: comp.sys.apollo
Subject: Re: Netpower: Support via Internet (was: Apollo/HP contrast)
Message-ID: <1743@tuvie>
Date: 4 Aug 90 16:36:04 GMT
References: <1990Jul23.100007.2429@metro.ucc.su.OZ.AU> <1480002@hparc0.HP.COM>
Organization: Technical University of Vienna, AUSTRIA
Lines: 54

In article <1480002@hparc0.HP.COM>, graham@hparc0.HP.COM (Graham Eddy) writes:
> yes, no doubt.  in fact, it would be helpful if people with constructive
> criticism contacted *us* rather than the media first.  the merger of the
> support structures has not been as smooth as it might have been :-( and
> some feedback from you people needing support would help set priorities.
If they just listened! I mailed to APRs about 3 weeks ago, and have not
even heard that it has arrived! They could at least answer "Yeah, we got
your mail". Now I guess lots of people talked to their HP/Apollo people.
May I remind you of the fact that THE OPEN LETTER WAS DRAFTED EXACTLY BECAUSE
NOBODY HAS RESPONDED TO OUR COMPLAINTS about lack of security in Apollo 
systems. I guess most of us are fed up. If you ask someone at our University 
and asked him whether he would buy HP/Apollo products again, the answer will 
be NO.
> perhaps it should be made clear to all that we are not comparing support
> apples to apples :-)  some companies base their support on "you fetch it
> if you think you need it but don't expect *us* to talk to *you*" and some
> do it differently.
This can be interpreted two ways! Do you mean that HP/Apollo have the
"you fetch it if you think you need it but don't expect *us* to talk to
*you*" as compared to Sun? I know *LOTS* of people with service
contracts who are not told that there are known bugs, new patches etc...
Come to think of it, I doubt that the July Patch tape has already reached
Austria (not Australia!!! :-)
> it is only a minority of customers who have access to the sort of
> facilities being touted here.  this suggestion thus is based on the
> assumption that large and rich customers should receive better service
> than smaller customers.  ecch!
Anybody can access a UUCP archive! The only thing you need is a modem. 
Lots of universities are connected to some kind of net. And they are not 
that rich! I guess it will be in HP/Apollo's own best interest if the provide
better service to research institutions. Lots of students will go through 
our courses, and I doubt that they will ever want to work with Apollo products
again if they perceive them to be of poor quality. HP/Apollo should accept
the strategic importance of universities.
> see above.  i like the idea of a free-for-all forum for people to
> discuss problems - as we have now with comp.sys.apollo - but am concerned
> at the prospects of smaller customers without access to such. 
see above (UUCP archive)
> has anyone making this proposal actually costed an appropriately sized
> anonymous ftp server, or is it assumed costless?
It most certainly will not ruin HP/Apollo!!!
> hp/apollo is offering this service already through SupportLine.  from
> some of the stuff i've seen on the net, it needs improvement.  fine, so
> let hp/apollo know what needs changing!
THIS WE ARE DOING WITH THE OPEN LETTER!!!

					bye,
						mike
       ____  ____
      /   / / / /   Michael K. Gschwind             mike@vlsivie.at
     /   / / / /    Technical University, Vienna    mike@vlsivie.uucp
     ---/           Voice: (++43).1.58801 8144      e182202@awituw01.bitnet
       /            Fax:   (++43).1.569697
   ___/             Me speaking for my employer? You must be kidding!