Path: utzoo!attcan!uunet!snorkelwacker!usc!rutgers!soleil!dipaola From: dipaola@soleil.UUCP (Len DiPaola) Newsgroups: comp.sys.apollo Subject: Re: Netpower: Support via Internet (was: Apollo/HP contrast) Message-ID: <1083@soleil.UUCP> Date: 6 Aug 90 13:51:21 GMT References: <1990Jul23.100007.2429@metro.ucc.su.OZ.AU> <1480002@hparc0.HP.COM> Organization: Harris Semiconductor, Somerville, NJ Lines: 80 In article <1480002@hparc0.HP.COM>, graham@hparc0.HP.COM (Graham Eddy) writes: > in the following, my voice is my own and cannot be construed as official > company policy. okay, now that i can't drag hp/apollo into this.. It's a good thing your voice is not offical Co. policy! (Although it sure sounds like the Apollo support position.) > yes, no doubt. in fact, it would be helpful if people with constructive > criticism contacted *us* rather than the media first. I did, 3 months ago! (a simple question too.) > 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. I don't think any of us need to hear excuses for poor Apollo support. > this suggestion thus is based on the > assumption that large and rich customers should receive better service > than smaller customers. ecch! Who are you Robin Hood or part of a support services group. A group that is the cause of it's own future demise should you choose not to reverse this trend. > > Firstly, making information available by FTP to everyone on the net is > > much cheaper than distributing it by old-fashioned means. > > see above. the suggestion advocates two separate delivery mechanisms. > anyone with a bit of business acumen will realise that this means it > is actually more expensive, not cheaper, if the labour component is > nontrivial. labour is the most expensive component today! You had time to post this. Why not put your ablities to better use and have you look after the FTP maintenance for 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! I give you this one, you do offer a line. As to it's support capabilities well that's obviously questionable. > okay, in summary: it is clear that some people are not receiving the > level of support they expect. I'm glad to see you understand the message. > i am amazed to see people complaining > that hp/apollo does not read notes/usenet, yet these same people post > their complaints there instead of letting hp/apollo know! please, if > you have constructive criticisms, contact your local response centre > or support office: how else do they know to lift their game? In summary I have a support contract with Apollo for a few nodes. Worth several thousands dollars I might add.(does that make us a rich site or a poor site? Apollo would not even tell me my site ID when I came to this post last Feb. I thought it a valid question?) Three months ago I asked a simple question: I have several install scripts on my ring, which is the best to use. I was told 1.9 was the latest. Then I discovered a version 2.06, of course I called back to see what this was verses the 1.9. Apollo did not know the answer but would get back to me. I'm still waiting. Although I have used the 2.06 script successfully several times. Now, is this what Apollo wants on the internet? Does this get Apollo's attention? Probably not, I'll bet I'm one of the rich sites these days. -- Len DiPaola Apollo Sysadmin __ __ __ _ _ __ _ Harris Semiconductor 201-685-6289 ||----|| //\\ || \\ || \\ || //\ 724 RT.202 Somerville, N.J.08876 _/\/\/\_ //__\\ ||==/ ||==/ || \\ rutgers!nj.semi.harris.com!dipaola ||----|| // \\ || \\ || \\ || _//