Path: utzoo!utgpu!news-server.csri.toronto.edu!mailrus!wuarchive!zaphod.mps.ohio-state.edu!van-bc!ubc-cs!alberta!atha!cbmvax!grr
From: grr@cbmvax.commodore.com (George Robbins)
Newsgroups: comp.sys.dec
Subject: Re: DEC Field Service crap
Message-ID: <14076@cbmvax.commodore.com>
Date: 30 Aug 90 02:24:53 GMT
References: <9008291727.AA06453@garnet.berkeley.edu>
Reply-To: grr@cbmvax (George Robbins)
Organization: Commodore, West Chester, PA
Lines: 29

In article <9008291727.AA06453@garnet.berkeley.edu> rusty@GARNET.BERKELEY.EDU (rusty wright) writes:
> What's this crap I'm getting from field service all of a sudden?
> Previously I was able to call the Atlanta 800 number when I had a
> hardware problem on a DECstation and give them the machine's serial
> number and they could figure out that the machine was still under
> warranty and send someone out to fix it.  Now my field service person
> (Henry Glaess) is saying that I'm supposed to have some sort of
> 'access number' and that I was supposed to call Atlanta when I
> received the machines and 'register' them for warranty.  Nobody sure
> as hell told me anything about this, and now that my machine (which is
> still under warranty by many months) isn't working field service is
> creating obstacles to getting it fixed.  What an organization.

Well, contact your DEC sales person and point out that you have a serious
problem.  It is up to them take care of getting you though the DEC maze or
assign your problems to someone in the office in charage of service/contract
administration until they do.   Be insistant and don't let them forget about
it and sooner or later they'll do what they are supposed do.

Now something like getting your own name on software and correspondance,
instead of the person gone 2 or 3 years is a bit more difficult....




-- 
George Robbins - now working for,     uucp:   {uunet|pyramid|rutgers}!cbmvax!grr
but no way officially representing:   domain: grr@cbmvax.commodore.com
Commodore, Engineering Department     phone:  215-431-9349 (only by moonlite)