From: zbig@wariat.org (Zbigniew J. Tyrlik)
Subject: Re: Dell Unix..
Followup-To: comp.unix.sysv386
Reply-To: zbig@wariat.org (Zbigniew J. Tyrlik)
Organization: Akademia Pana Kleksa, Public Access Uni* Site
Date: Tue, 21 Jul 1992 14:39:42 GMT

As quoted from wwm@ef2007.efhd.ford.com (William Meahan):

> 1) I'm not the guy who got the SCO product literature from Dell although
>    I have been having trouble getting product literature from Dell even
>    after explicit e-mail to info@dell.com.  I was sent a response from
>    the automated response generator that gave year-old prices and a pure
>    marketroid press release.  Not too comforting.
> 


Yes. We all do know that Dell marketing is a lousy one. My calls to them 
ended up with: 

"UNIX ??? Yes, we sell great hardware.... "


> 2) Several threads in this newsgroup have made similar points about Dell's
>    great products but lousy support.
>

Nope. It was said that Dell has a great product, awful marketing, 
and _working_ support. I personally ( not using DELL's stuff at all ) 
has learned a lot from Donn's posts and his personal replies.


 
> 3) My direct response had nothing to do with competence but with ATTITUDE.
>    Nobody expects a vendor to support every conceivible hardware/software
>    combination, especially in the PC arena with literally thousands of
>    suppliers.  Nevertheless, it IS fair to expect to be treated COURTEOUSLY
>    and with RESPECT, even if wrong.  When an employee of a company rants
>    and raves ("Bull...", "Give us a frigging BREAK...") and implies that the
>    customer is, shall we say of low IQ, is not good.  That this
>    occurred in an international public forum with no hint of apology from
>    others at Dell simply cannot be excused.  Customers can be a pain in the
>    butt and dead wrong but should be dealt with directly.
> 


1) Donn is not speaking for DELL... ( check his disclaimer ); 
  Yes, his answer was on the harsh side - and I am sometimes hars or unpolite; 
  Does it mean that my family is not selling fresh apples ( assuming that 
  we are in a grocery bussiness)... 8-)  

2) Let's separate Donn's answer, and deal with his personal attitude, 
without jumping on DELL - where is Larry ???? 8-)

3) I would love to see someone from Dell saying for DELL: 
	Yeah, there is a problem - and we are ready to help Stan
	solve it, cause we may learn something. 



> Technical competence is great, and Dell should be commended for the fine
> work they have done in providing a highly polished SVR4.  BUT, if customer
> support is not top-notch as well, a company can expect to see their sales
> evaporate.

So far customer support is very good - and Donn as a human being has 
not so great days sometimes... 



> 
> I wish also to personally apologize to all for my own overheated comments.
> I had just gotten reamed for not responding quickly enough to a customer
> myself (and I responded with a smile - just a few hours later than expected).

Well, that is tough life of customer support...   (Or should I say 
that because of your attitude on the net that FORD is a lousy company, 
support is non-existent, and customer is refused guarantee cause 
he himself changed oil 8-).....


> -- 
> Bill Meahan			|EFHD Information Systems Staff
> Technical Consultant		|Ford Motor Company
> wwm@ef2007.efhd.ford.com      	| +1 313 487 6122
> ...!fmsrl7!ef2007!wwm           |I'm not paid to speak for Ford!
				   ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

So what ? You work for 'em, you present their attitide !!!! 

[ BIG SMILEY - Guys, DELL is still much better than ISC; 
nothing personal, Marty.... - I waited 9 days to get a phone back, 
and after i raised hell I got 3 replies, each from different department...
and each different. Luckilly, my patch disc was shipped FedEX in 
proper size. I would love to have from ISC support I can get 
from Dell - at leas I know there is a human being there, and I can 
relate somehow to him.].


_zjt
 

-- 
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Zbigniew J. Tyrlik             wariat!zbig           zbig@wariat.org
IBM PC SIG Sysop - Cleveland Free-Net    aa609@cleveland.freenet.edu
Akademia Pana Kleksa   Public Access UNI* Cleveland,  (216)-481-9445
E-mail, news feeds, shell accounts        UnixBBS distribution point 
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Newsgroups: comp.unix.sysv386