From: karl@ddsw1.mcs.com (Karl Denninger)
Subject: Telebit Support/Service praise
Summary: They believe in customer service
Organization: Macro Computer Solutions, Inc., Chicago, IL
Date: Tue, 8 Sep 1992 01:19:58 GMT
X-Disclaimer:  Material posted in this article is the sole responsibility of
                the poster and does not represent MCSNet or the system owners.

Have any of you ever owned a piece of electronics, had it fail out of
warranty, discovered the problem and then had the maker tell you to go 
stuff it when you asked about the value of a component on the PC board?

I have.  So, when my T2500 failed recently (out of warranty) with a bad cap 
in the power supply section (internal short - destroyed the markings on the 
part) I was bracing to make the choice between spending $195 on an out of 
warranty repair and junking the unit for a Supra.  Telebit, however, came 
through for me and instead told me what the destroyed cap's value was -- 
allowing me to make the repair myself, saving the cost and aggrevation.

They also offered to swap out the unit for me on a next-day Fedex basis if 
I so desired -- but as I already had the diagnosis made, I declined.  Here 
is a copy of the letter I sent to them in thanks.  I thought the net ought 
to read this; these folks are a sterling example of what customer service 
is supposed to be.  Particulars deleted just in case they don't want them
broadcast to the world.

-- Begin enclosed letter

In mail Roy Chestnut writes:
> The value for the cap at ZZ is YYYY 50v.  Hope this helps.  If you haven't 
> already thrown out the bad components, I would like to get them back.
> We track all known failures on both warranty and out of warranty units.
> Also we analyze these components to see what went wrong with them.
> 
> If you could send them back to my attention, I would appreciate it.

Roy,

I have checked; I don't have the bad components.... sorry.  I will keep in
mind your desire to examine anything which goes out on your modems should I
encounter future failures.

However, the modem in question is fully repaired and back online.  Thanks 
much for your help.  

Frankly I'm surprised that I didn't end up chasing down another modem to rip 
apart and look at the component values; I've had many a manufacturer refuse 
to tell me what a destroyed component is in the past.  Whether out of some
misguided sense of "proprietary information" or just in the hope that I
would return the piece for repair, the result has been the same -- I've
decided not to bother with the repair or future purchases.

Once again, Telebit earns my support.  Your firm has in the past and will,
I'm sure, continue to do so in the future.  I'm going to need more modems 
soon for a major expansion at ddsw1.MCS.COM; you can bet I'll be considering 
your product line very closely for this endeavor.

BTW, this is the first failure I've had with your products at my location.
I've been a Telebit customer for a long time (I still have and use one of 
the original "black case" Trailblazer Plus units).  Great products, and even
better service and support.

Thanks again,

-- 
Karl Denninger (karl@ddsw1.MCS.COM, <well-connected>!ddsw1!karl)
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