Path: utzoo!utgpu!news-server.csri.toronto.edu!rpi!zaphod.mps.ohio-state.edu!uakari.primate.wisc.edu!aplcen!boingo.med.jhu.edu!haven.umd.edu!eng.ufl.edu!wasp.eng.ufl.edu!kent
From: kent@wasp.eng.ufl.edu (Kent Phelps)
Newsgroups: comp.sys.zenith
Subject: Re: Zenith Horror Stories (revisited)
Message-ID: <1991Jun5.213826.8707@eng.ufl.edu>
Date: 5 Jun 91 21:38:26 GMT
References: <10623@plains.NoDak.edu> <128048@tut.cis.ohio-state.edu>
Sender: news@eng.ufl.edu
Reply-To: kent@wasp.eng.ufl.edu (Kent Phelps)
Organization: U of Florida Engineering Comuputing Services
Lines: 36

I just got back from a three day meeting with the folks at Zenith Data Systems.
They have recently formed a service center advisory council.  The council is
made up of representatives from 15 service centers from accross the country
including five from Educational service centers.  According to ZDS:

"The Service Center Advisory Council is a forum for presentation of service 
center requirements.  Through the presentation of these requirements, Zenith
Data Systems will achieve a partnership focused on strengthening the service/
support goals of the Zenith Data Systems customer service division.  Our
partnership will position Zenith Data Systems as the number one provider in
the microcomputer industry."

We discussed several different aspects of service center operation including:
training, parts, accounting, warranty claims, technical support, and product
support.  We covered what ZDS was doing right and what they were doing wrong.
The meeting concluded with the selection of several key areas ZDS was to focus
on changing.

I've been in service for a long time and this meeting was the first time I
have seen a manufacturer asking their service centers for advice.  They really
seemed to listen to what we had to say.  If they are going to deliver in the key
areas we targeted remains to be seen.  I believe they are.

So why am I telling all of you in Netland this stuff?  I know that many other
schools have their own service centers and I would like to touch base with them
as to what their opinions are.

So all you servicers out there this is your chance!  If you have suggestions,
gripes, what ever, e-mail me about it.  I will have a direct line to ZDS 
again this fall when the council meets again.   

--
    Kent Phelps         | Internet:   kent@wasp.eng.ufl.edu
University of Florida   |              kent@digital.ufl.edu
Digital Design Facility |                Phone:904-392-2464
*****             Just say  Yo !                      *****