From: sasbge@ant.unx.sas.com (Gantt Edmiston)
Subject: Re: Opinions - Zeos 50MHz
Originator: sasbge@ant.unx.sas.com
Date: Wed, 11 Nov 1992 18:38:06 GMT
Reply-To: sasbge@ant.unx.sas.com
Organization: SAS Institute Inc.


In article, kgermann@zeos.com (Ken Germann) writes:
>In article, sasbge@unx.sas.com (Gantt Edmiston) writes:
>>
>> [stuff deleted]
>>
>>Make friends with a Customer Service rep.  They are the ones that
>>can get you all the info regarding the status of your order.  My experience
>>has been top-rate.  They have never failed to call me back with updates
>>and/or status info.  I can't say as much for the Tech Support line.  I
>>called them six times during the "making up my mind" stage and got
>>through four out of six times.  Twice I left messages for a call back
>>and never got a call.  The four times that I *did* get through, they
>>were very patient and answered all my questions.
>
>How many times did it take for you to get an answer on the net? 
>via news or mail? 

Well [and remember that *you* asked ;-)], I did mail Ken a list of
questions that I had prior to placing an order.  In all fairness
rather lengthy (281 lines) mostly text, but lots of questions that
my sales rep could not answer.  Here's the timeline:

Thu, 24 Sep 92  Mailed the original questions to Ken Germann
Mon, 28 Sep 92  Having heard no response, I emailed and ask Ken
                 if he intended on working up the answers.
Tue, 29 Sep 92  Received response from Ken that he had passed my
                 questions to engineering/product development
Wed, 14 Oct 92  Having heard nothing since last Email contact with
                 Ken, I requested a status on my questions.
Thu, 15 Oct 92  Received response from Ken that he could not "force
                 the issues" and would respond when he heard something
                 himself.   Additionally, Ken requested that I remail
                 the questions back to him and he would do what he 
                 could to fill in the blanks.
Fri, 16 Oct 92  Received final response to most of my questions from
                 Ken.  I assumed that Ken answered from his own 
                 personal knowledge base and he never actually received
                 any response from engineering/product development.
                 I could be wrong.

So I asked for help this one time and it took 3 weeks, with prodding
in between, to get a sufficient response.  Not to good.  During this
waiting period, I did pick up lots of info off the net and this 
newsgroup.  So much so, that I placed my order on 2 Oct 92.  I also
subscribe to the ZEOS list and periodically receive the product 
announcement and info from ZEOS.  I think that this is a very important 
factor in my decision to purchase from ZEOS.

Network/Email/News access to ZEOS is something other similiar vendors
can only pretend to emulate at this time.

>
>[stuff deleted]
>
>The internet connection, usenet news, list server, and new bbs are ideas
>that originated from my desk. There are features being implemented on a 
>new BBS that are going to make getting answers to technical support and
>sales questions convienent for modem users and people that have access 
>to the internet.
>

I, for one, welcome the addition of a BBS service and access to more
information.  I can only think that this will give ZEOS an unfair
advantage over the competition.  (but that's the idea =-)

The newer ZEOS systems have Flash EPROM that holds the BIOS.  A central
BBS to go get updates to this BIOS would be great, too.  As more and
more systems use this type of "soft" BIOS, it will be important to have
quick access to bug fixes and updates.  Would also keep me from having
to subscribe to Compuserve as well.


I can't finish this without saying (in defense of ZEOS support) that
I posted a "frustration" letter in this medium, several weeks ago.  Basically
I was griping that I was getting the run-around about my order which
was(is) late.  Ken Germann picked it up and passed it on to Customer
Service (without me asking!).  I got a call from Customer Service at
ZEOS and they then took steps to constantly monitor my order since
then.  The order still hasn't arrived, but I am told that it *is* in
production.

As I see it, ZEOS is growing and learning.  In many facets, they are
heads and shoulders above the rest of the pack in providing superior
Customer Service.  A rare commodity in this day.

-- 
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