Path: utzoo!utgpu!news-server.csri.toronto.edu!cs.utexas.edu!usc!julius.cs.uiuc.edu!roundup.crhc.uiuc.edu!ux1.cso.uiuc.edu!mp.cs.niu.edu!bennett From: bennett@mp.cs.niu.edu (Scott Bennett) Newsgroups: comp.sys.next Subject: Re: Dissatisfaction with NeXT the company Message-ID: <1991Jan21.053328.26979@mp.cs.niu.edu> Date: 21 Jan 91 05:33:28 GMT References: <1991Jan19.200318.10586@macc.wisc.edu> <1991Jan20.214014.18419@uncecs.edu> Distribution: na Organization: Northern Illinois University Lines: 132 Before I get into it here, I'd like to thank Joe Freeman for daring to stick his head out of the foxhole a moment. I do hope he won't take this followup posting personally. It is not directed at him; on the contrary it is something I have been meaning to post for a while and this thread has now triggered it. In article <1991Jan20.214014.18419@uncecs.edu> jfreem@uncecs.edu (Joe Freeman) writes: >In article ty@springs.cis.ufl.edu (Tyng-Jing Yang) writes: >> >>It seems that I'm not the only one who complains about NeXT Inc. >>Before I say more, I have to say I love my NeXTCube ;-) though I even >>try to put it on yard sale(yeh, shame on me). >> >>The following list is the common problem/complains appeared in this newsgroup >>(during last year& half) and my own opinion. >> >>2. Modem >> [text deleted --SJB] >>3. Poor Documentation/programming books > I found the tech docs quite usefull. The concepts manual explains > quite a few interesting areas. There should be a "book" on the > programming subject. I know of a couple in the works. In November I bought one of B'land's clearance sale machines. It arrived with a 1.0a disk and *some* of the documentation. One missing manual refered to by other documentation was called "System Reference Manual." I called the 800 number and was told that I could no longer get a copy of it, that I would have to shell out the $195 for release 2.0, and that if I really wanted that sort of documentation--and why wouldn't I if I'm a systems programmer, not a Lotus eater? ;-| --, I'd have to shell out a further $125 for the rest of the documentation. >> >> [more text deleted --SJB] >> >>4. Poor Upgrade policy >> I don't hwo NeXT distribute those hot 68040 CPUs. It seems most >> people like s/w upgrade first. >> Why not send 2.0 Extened s/w OD to those who order 2.0 upgrade. > We are doing that. It took longer than we would have liked. Well? Why *has* it taken so long? >> >> [more deleted --SJB] >> >>7. Poor customer service >> My experience of customer service from 800-NeXT or ask-next is good. >> from the bookstore I bought is fair. >> From the Bland is poor. > Problems with retail outlets should be detailed and sent to your > local NeXT office. I will be happy to provide the address if you > wish. > > NeXT cannot control all retail outlets, anymore than can any other > vendor. We make strong efforts to help bring them up to speed and > need constructive feedback as to the type of problems you are having > at a particualr site. [Flame ignites here. If you don't like flames *and* you don't work for NeXT, then press 'n' now.] My experience with Businessland began 5 November 1990 when I bought my NeXT computer. Thus far they have been reasonably helpful, but they have been hindered by their supplier. I have not dealt with Businessland regarding maintenance; my machine has sat unused since its arrival on 8 November 1990 because I have thus far been unable to obtain *any* blank optical disks onto which to copy the release 1.0a disk that came with the machine and onto which to write any other sorts of backups. Because the machine cannot be safely used without backups, it has not been used. Because it has not been used, there is no way to know whether it needs any hardware maintenance. Q.E.D. Businessland tells me they now have on backorder over 350 OD's with no sign that the orders will be filled. NeXT tells me that for the months of November and December 1990 and January 1991 Canon has allocated NeXT a total of *15* (yes, that is really fifteen, not a typo) OD's per month. If the above is true, then NeXT has made a serious error in choosing Canon's products. If Canon is doing this to NeXT, in whom they have made a $ub$tantial investment, does this signal that Canon is now writing off that investment? If so, what does that say about Canon's assessment of NeXT's future? Regarding NeXT's 800 number, I would have to say that the people answering the phones have generally been cordial, if unable to provide relief. They have indeed answered many of my questions, even though many of those answers have been quite a disappointment. (Email me for specifics if you're interested.) There is one big bone I have to pick, however. I have on more than one occasion asked for a phone number by which to call Canon to find out more about the OD shortage and to let them know of this customer's dissatisfaction. Once I was given a number for them. I called it and got some hired firm that sends out printer sales literature for Canon to people who call. The best they could do for me was give me the number of The Computer Center, a store in Rockford, Ill. that sells Canon printers among other things. The trained monkey I spoke with there gave me a phone number supposedly for Canon's printer division that was printed on some brochure in the store. He was apparently not involved in ordering from Canon and did not know any other way to contact them. I called the number he had given me and was rewarded with a recorded/computerized message saying that I had "reached an unauthorized location," whatever the hell that means! Each time I have asked the people at NeXT's 800 number to give me a phone number for Canon since that time, I have been told they don't have a number for Canon. They have not offered to go get the number from someone else at NeXT. I don't call the 800 number to be insulted. It is not within the realm of reason that NeXT should not have a phone number, mailing address, and name of a contact at Canon about their magneto-optical disks and drives. Canon is NeXT's sole supplier for these products, as well as being NeXT's largest outside investor. Given NeXT's claims that the fault for the continuing unavailability of the disks lies with Canon, then it makes no sense that NeXT would not freely give out the information on how to contact Canon along with encouragement to do so--how would Canon respond to repeated calls from hundreds of irate customers?--unless, of course, NeXT is lying about this as well. [Flame doused.] > > >-- >Joe Freeman jfreem@uncecs.edu > jfreeman@next.com >I work for NeXT but this is not an official posting from them. >The opinions espressed here are my own and are not shared by my employer or Scott Bennett, Comm. ASMELG, CFIAG Systems Programming Northern Illinois University DeKalb, Illinois 60115 ********************************************************************** * Internet: bennett@cs.niu.edu * * BITNET: A01SJB1@NIU * *--------------------------------------------------------------------* * "WAR is the HEALTH of the STATE" --Albert Jay Nock (I think:-) * **********************************************************************