From: kgermann@zeos.com (Ken Germann)
Subject: Re: Opinions - Zeos 50MHz
Organization: Zeos International, Ltd
Date: Thu, 12 Nov 1992 05:10:40 GMT

In article <BxKEFI.vI@unx.sas.com> sasbge@ant.unx.sas.com writes:
>
>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:
>

[timeline deleted]

>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.

The questions generally asked from the net are far more detailed than 
the average user would ask. Due to the motherboard being as new as it was
at the time. The level and flow of information between technical support
and engineering does take a some time admittedly. Most of the questions that
are asked now about the VL-Bus motherboard can be responded to in a relatively
short time. 

>
>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.

Thank You.

-- 
Ken Germann              ZZZZ EEEE  OO   SSS    ZEOS International, Ltd.  
support@zeos.com   INET     Z E    O  O S       Technical Support Dept.
uunet!zeos!support UUCP    Z  EE   O  O  SS     530 5th Ave N.W.
                  VOICE   Z   E    O  O    S    St. Paul, MN 55112
#include <disclaimer.h>  ZZZZ EEEE  OO  SSS     
Newsgroups: comp.sys.ibm.pc.hardware