Path: utzoo!utgpu!news-server.csri.toronto.edu!rpi!zaphod.mps.ohio-state.edu!swrinde!elroy.jpl.nasa.gov!zardoz.cpd.com!everex!jde
From: jde@everex.uucp (-Jeff Ellis())
Newsgroups: comp.unix.sysv386
Subject: Re: Buying UNIX for a clone (long)
Summary: Talk about support.....
Message-ID: <1991Apr30.164153.2754@everex.uucp>
Date: 30 Apr 91 16:41:53 GMT
References: <1991Apr27.180658.18160@techbook.com> <1991Apr28.022947.24970@nstar.rn.com> <1991Apr28.043309.4137@unixland.uucp>
Organization: ESIX Computers, Inc.
Lines: 43

In article <1991Apr28.043309.4137@unixland.uucp> bill@unixland.uucp (Bill Heiser) writes:
>In article <1991Apr28.022947.24970@nstar.rn.com> larry@nstar.rn.com (Larry Snyder) writes:
>
>>In regards to ESIX,
>>I have heard stories of long waits getting to tech support, and getting
>>support folks who don't know the answers and don't return phone calls.

I have never heard of long waits to get to talk to Esix support. 
(BTW I am biasd ...... I am Esix Tech support :-)
This is the standard MO for Esix support for the people who have not called...
Support for Esix customers and dealers is Free but you have to pay for the call.
We can not afford to pay for return calls right now.

When you call in we try to handle you problem in the FIRST call. If it is a
complex problem we will research the problem and try to find a answer.
If we can get a answer in a few minutes we put you on hold it, if we have
to set up hardware to recreate it we ask you to call back later that day or
the next day for a answer. Some problems become offical bugs and get put in
a data base to be assigned a priority and assigned a engineer. If you find
a "offical" bug it can take anywhere from a few days on up to fix.

>I've never had a problem getting thru to Esix.  The folks there seem
>interested and willing to help.  My gripe  is that they don't offer to
>go off and research the problem.  The resolution ends when you hang up
>the phone.
>It is pretty tough to get "really good" tech support from any vendor.

Bill is right.... it is very tough to get "really good" tech support from any
vender, but here at Esix we try very hard to give you the best support possible.
As we start with 4.0 much of the support knowledge must be re-learned. I ask
Esix customers to please be patient with support. I have being doing 90% of
all support in the last two years. We are hiring new people to help with the
work load. My main priority at Esix support is to give you personal support.
You are a customer not a number.

BTW You can use our fax number or email for support to cut you phone bill.
If you use these options Please give us full system information!

I am sorry for taking soo much space......

-- 
Jeff Ellis		ESIX SYSTEM/V  UUCP:uunet!zardoz!everex!jde
			US Mail: 1923 St. Andrew Place, Santa Ana, CA 92705