Path: utzoo!utgpu!jarvis.csri.toronto.edu!rutgers!cs.utexas.edu!uunet!cs.dal.ca!aucs!peter
From: peter@aucs.UUCP (Peter Steele)
Newsgroups: comp.sys.mac
Subject: Re: Apple's Horrible Product Quality
Message-ID: <1936@aucs.UUCP>
Date: 7 Jun 89 11:27:04 GMT
References: <89156.130832GFX@PSUVM>
Organization: School of Computer Science, Acadia Univ., Nova Scotia
Lines: 27

> In my opinion, the dealers can be much more effective
> than a warranty if they can provide back-up support to users faced with such
> problems (lending replacements for free, etc.).  I don't know what is the
> situation in the private sector today.  A few years back, support was
> excellent.  In the academic sector, though, repair turnaround is good but
> you are on your own in the meantime.  And that is no fun at all.

At Acadia, we sent our resident technician to an Apple course and now we
provide the campus support for Mac problems, not the local dealer. We have
three levels of maintenance:

level 1: We come and pick it up, provide a loaner until it's fixed, and
         bring it back when it's done.

level 2: Same as level 1 but we don't provide a loaner.

level 3: You bring the broken whatever in yourself, we'll fix it as soon as
         we can, and then you come and pick up the fixed whatever.

Each level, of course, costs the customer more per year, but our rates
are reasonable.  We do this for Macs, printers, PCs, terminals, etc.
It's a *lot* better than relying on the local dealer.
-- 
Peter Steele, Microcomputer Applications Analyst
Acadia University, Wolfville, NS, Canada B0P1X0 (902)542-2201x121
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