Path: utzoo!utgpu!watserv1!watmath!att!linac!uwm.edu!wuarchive!udel!haven!boingo.med.jhu.edu!aplcen!wb3ffv!ka3ovk!tcsc3b2!tcsc From: tcsc@tcsc3b2.tcsc.com (The Computer Solution Co.) Newsgroups: comp.protocols.tcp-ip Subject: Re: copy protection Message-ID: <1991Feb3.053341.5064@tcsc3b2.tcsc.com> Date: 3 Feb 91 05:33:41 GMT References: <9101272223.AA08327@desktalk.com> <6207@rsiatl.Dixie.Com> Organization: The Computer Solution Company, Inc. Lines: 60 jgd@Dixie.Com (John G. DeArmond) writes: >rlg@BIOBIO.DESKTALK.COM (Richard L. Gralnik) writes: >>Fellow networkers, [ much good stuff deleted ... hope you already saw it ] >Customer Service will make or break your product. You'd damn well better >plan for it as an integral feature of your product, fully as important >as the software not crashing. Here's an example of how to and how not to >do customer support. I have used 2 brands of intelligent async cards in >Unix systems for my customers. One brand is Comtrol and the other is >Stargate. I no longer use Stargate because of customer support. >When I opened the first Comtrol box, the first thing I saw was a plastic gold >card just like a credit card. On this card was printed the 800 toll free >support number AND the names and direct dial numbers for the General Manager, >the Engineering Manager, the Hardware Tech Support manager, the Software >Tech Support manager, the Production manager, the Marketing manager and >the Sales manager. Above this list of numbers is this statement: > "Our committment to you doesn't stop with our products. We give > you the support and the extra service you want. IT's because your > satisfaction is our #1 priority. COMTROL is only a phone call away. > You have full access to all COMTROL personnel. For your convenience, > primary department contacts are listed below:" [ more deletions for brevity ] >Now both boards work pretty well equally. But I'll never fool with >Stargate again while I recommend COMTROL whenever the opportunity arises. >The difference is service. I perceived a better value from COMTROL even >though it cost more. I have used Comtrol boards for several years now for exactly the same reason. When I provide support to my customers, I hope to do as well as Comtrol. I hope I'm not allowing the feline to escape the confinement when I say that I am consulting with Comtrol to develop integrated electronic delivery of customer support. Customers will be provided with a BBS, primarily for DOS and Pick users. They will also provide uunet and mailserver access for us networkers. Fellow networkers ... we should support such companies who really are trying to do it right at least as strongly as we flame those who botch it up. I have no connection with Comtrol, except as a very satisfied customer for nearly 4 years. Our consulting engagement for provision of electronic customer support delivery nets no financial gain to our company. _______________________________________________________________________________ David P. Romig INTERNET: tcsc@tcsc3b2.tcsc.com The Computer Solution Co. USENET: ...!tcsc3b2!tcsc P.O. Box 716 ATTMAIL: attmail!tcsc3b2!tcsc 831 Grove Road CompuServe: 74116,2345 Midlothian, VA 23113-0716 UUCP: tcsc3b2!tcsc (804)794-1514 Voice: 804-794-3491 x31 Fax: (804)794-6194 _______________________________________________________________________________