Newsgroups: bit.listserv.dectei-l
Date:         Thu, 17 Dec 1992 10:57:22 EST
              <DECTEI-L@UBVM.BITNET>
From:         Ta Fuh Chiam <chiam@VULCAN.CBA.OHIOU.EDU>
Subject:      Re: Info needed on CSLG and other TEI changes

>  The problem is that we have funds that must be spent by the end of the year.
>Without having a price or knowing what discount, if any, is in place we can't
>place orders with Digital and will be forced to go elsewhere to get a firm
>price quote on "commodity hardware". Having gone elsewhere, we might discover
>that prices are lower, or delivery faster, or... It's a trend I'd rather not
>start, but I'm being forced into it.

Terry, I can really share your frustration. This whole mess that you are
experiencing prompts me to want to say this:

Digital so often seems to miss the boat and turn away customers. In a case like
this, I must say that Digital fails to understand how the customers operates. I
am not trying to put the TEI group down but it is true, in my opinion, that
Digital tries hard to please the customer but it does not understand the
customers' point of view or what process/difficulties the customers have to go
through. In the process of trying to please the customers, Digital so often also
tries to make life easier for itself and this in turns makes it difficult for
the customers.

Your case is the best example of why I say Digital does not understand how its
customers work. I had a long talk with our local sales rep. yesterday and one
topic that came up was that Digital has to reduce the coverage for customers who
do not have a large budget set up for purchasing stuff from Digital. It makes
sense on the surface since the first business rules is to hit the bottom line
and concentrate on where the money is. I certainly understand that but Digital
fails to realize that education customers very often do not have a fixed budget
for new equipment purchase BUT we do look for grant money and Digital is not
doing much to try to "grab" this money. In other words, Digital fails to see
where the money is and is missing the boat! Remember, education customers very
often work in "Chaos Net."

And in this process, many customers become frustrated and turn elsewhere.

>  Some policies changed as far back as November 2nd (if not earlier). I find
>it hard to believe that we can't get a simple statement of what the policies
>_currently__in_force_ are...

Absolutely. I think we all want Digital to change, change for the better.
Changes are needed. However, Digital so often does not handle the process very
well. I believe Digital is heading the right direction with the changes but
please also look at the process of change. The process is causing some problems
that can be detrimental.

>  So, instead of "tedious, time-consuming price negotiations on discounts",
>I now get an honest "we don't know and we don't know how to find out" from
>both DECdirect and CCR. Sounds like a step in the wrong direction to me.
>
>  [Again, I am _not_ complaining about price. I am long past that point - if
>Digital doesn't have a competitive price I'll go elsewhere. It's just not
>possible to find out _if_ Digital has a competitive price since nobody knows
>what is going on.]

And, Digital, please tell us, the DEC supporters, how do we preserve our loyalty
to Digital and recommend Digital to others? To tell the truth, sometimes I even
try very hard to see whether there is any good justification to still go with
Digital even if Digital's price is too high compared to another vendors.

Note to Terry:

Terry, since you have already escalated it to CCR and still do not have results,
perhaps you should post this in the BUSINESS_PRACTICES conference on DECUServe.
Perhaps we need a new Education Market Issue Manager. I think Bill has wanted to
create such a position for a while now. We will need to find a volunteer though.



============================================================================
Ta Fuh Chiam
Ohio University, College of Business Administration / Phone: (614)593-2088
Management Information Systems                        FAX:   (614)593-0319
Copeland Hall 22                   INTERNET : chiam@vulcan.cba.ohiou.edu
Athens, Ohio 45701, U.S.A.            or    : chiam@ouvaxa.ucls.ohiou.edu
                                   BITNET   : CHIAM@OUACCVMB
                          Use my first Internet address if at all possible.
Disclaimer: What I have said are my opinions, not of anyone else.
============================================================================
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