Xref: utzoo comp.unix.aix:563 alt.religion.computers:1525
Path: utzoo!utgpu!jarvis.csri.toronto.edu!cs.utexas.edu!samsung!think!snorkelwacker!spdcc!dyer
From: dyer@spdcc.COM (Steve Dyer)
Newsgroups: comp.unix.aix,alt.religion.computers
Subject: Re: IBM Technical "support" (was Re: Risc System/6000
Keywords: all in all, reasonable cost.
Message-ID: <1773@ursa-major.SPDCC.COM>
Date: 20 Feb 90 21:49:50 GMT
References: <1990Feb19.213357.7340@lavaca.uh.edu> <4115@ibmpa.UUCP> <10307@hoptoad.uucp> <1565@awdprime.UUCP> <1990Feb20.210628.1503@lavaca.uh.edu>
Reply-To: dyer@ursa-major.spdcc.COM (Steve Dyer)
Organization: S.P. Dyer Computer Consulting, Cambridge MA
Lines: 21

In article <1990Feb20.210628.1503@lavaca.uh.edu> jet@karazm.math.uh.edu (J. Eric Townsend) writes:
>Having 24 hour support "till we get the job done" is one thing.
>Having *COMPETENT* 24 hour support, that *knows* the system in
>question is another situation all together.
>The only good technical support I've ever gotten is Sun for hardware
>(replacement parts overnight) and DEC for Ultrix support (they
>let me talk to people who know more than how to spell "Ultrix").

You obviously never had to deal with DEC's Ultrix when it first came out.
DEC support couldn't even spell Ultrix, much less give you any help
when you called for assistance.

Assembling a support team takes time, and your favorable experience
with DEC reflects many years of their trying to get it right.  One
hopes that IBM has learned and changed from their RT experience.


-- 
Steve Dyer
dyer@ursa-major.spdcc.com aka {ima,harvard,rayssd,linus,m2c}!spdcc!dyer
dyer@arktouros.mit.edu, dyer@hstbme.mit.edu