Path: utzoo!utgpu!jarvis.csri.toronto.edu!rutgers!tut.cis.ohio-state.edu!unmvax!ncar!noao!asuvax!hrc!xroads!jerry
From: jerry@xroads.UUCP (Jerry M. Denman)
Newsgroups: comp.unix.xenix
Subject: Re: SCO Support Service
Message-ID: <730@xroads.UUCP>
Date: 5 Jun 89 03:09:28 GMT
References: <2874@netmbx.UUCP> <559@crdgw1.crd.ge.com> <2891@netmbx.UUCP>
Reply-To: jerry@xroads.UUCP (Jerry M. Denman)
Organization: Crossroads, Phoenix, AZ 85046
Lines: 62

In article <2891@netmbx.UUCP> fischer@netmbx.UUCP (Axel Fischer) writes:
>In article <559@crdgw1.crd.ge.com> davidsen@crdos1.UUCP (bill davidsen) writes:
>>In article <2874@netmbx.UUCP> fischer@netmbx.UUCP (Axel Fischer) writes:
>>| Thanks SCO, for making a fast access to the patches for everyone possible.
>>  It's nice that someone like the service and can get it. I paid $375
>>for Softcare and it doesn't seem to include BBS service, according to
>>Rhonda about 4 minutes ago.
>I have no idea what SoftCare at any level means ?
>Could you please explain it ?
>Here in Germany you buy your SCO from an authorized dealer. There are also
>two or three other dealers who import SCO Xenix directly from USA but they
>can't help you if you have any problems.
>
>If you have a problem you just call your dealer and thats it. The dealer where
>I have bought my SCO Xenix has until today answered 99 % of my questions.
>It seems that the know almost everything about Xenix :-). That results from the
>fact that they work every day with Xenix and write software for it.
>
>I was never in touch with SCO directly - there was no need for it.
>
>The only times I was in touch with SCO USA was now with the new BBS feature
>(very good !) and because I want a copy of DiSCOver on a regular basis.
>
(other stuff deleted)

This is how it should be.  I have frequently stated ( and will do so again)
that the users should be supported by their dealers NOT by the developers. 
If the brakes on your Chevy need fixed you don't call General Motors!  If
your dealer cannot support the product that he sells you, FIND A NEW DEALER!

The only exception to this would be (heaven help them) those companies who
sell their products direct to the user.  I feel that they deserve everything
they get.  

SCO has set up a three tier dealer structure to deal with the problems of
support.  A real simplistic breakdown is:

Level 1 sells it

Level 2 supports it

Level 3 teaches it

By requesting the developer to support the user you are diverting valuable
company resources.  If SCO did not have to support the users directly then
they would be able to use more of their income to develop products.  

As for the availablity of patches for the OS, we stock all the "free" patches
so that they are available on short notice.

To those of you who must get your support direct from SCO I wish the best of
luck.  I also wish that the company that sold you the product would hire or
train their own support staff so that the dealers who do support the product
could get better service from SCO.

Jerry M. Denman
Director of Technical Support
Peak Systems, Inc.
-- 
\  /  C r o s s r o a d s  C o m m u n i c a t i o n s
 /\   (602) 941-2005 300|1200 Baud 24 hrs/day
/  \  hplabs!hp-sdd!crash!xroads!jerry