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Date:         Fri, 18 Dec 1992 11:36:00 -0500
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Subject:      Re: Info needed on CSLG and other TEI changes

  I would like to share a little "reality" with the TEI "family" about DEC not
understanding us, DEC not knowing what "they" are doing, DEC not caring, etc.
  I can assure you that I have not been known as a "defender" of DEC, either
at the local office level or with the EDU folks in DEC (ask Ellen Minter if
doubt that).
  I was not pleased to hear that the TEI was being reworked and the net result
was that we have to pay more, but I will say that if we have to have access to
that level of hardware, software and services, we (education) still are being
given a substantial break from commercial rates. We must not forget to give
credit where credit is due and occasionally say "thank you".

  HOWEVER, I am sure the complaints that are being lodged are real and
justified. Less expensive, should not mean less quality. That is not my
expectation and I don't believe it is DEC's expectation.
  The complaints I am seeing seem to deal with the local sales person not
having a clue. With DEC getting rid of people by the thousands, this is not
going to get better, in fact you will be lucky if you can even find a local
office person. Traditionally, the official DEC directive to contact your local
sales rep has invoked laughter. Dave Cothrun, president of Taft College, has
given his talk on "Training your DEC sales rep" several times at DECUS and the
concept is more truth than fiction. It has always seemed like DEC trained
their sales reps on the education accounts and once they knew what they were
doing, they "moved on to the big time".
  Fortunately we seemed to have done better than average on this score in
Rochester, but I do a fair amount of "educating" my sales rep on what we need
to know when I return home from DECUS or read about in Digital Review, etc.
The key to success in the case of our rep is that if she does not know, she
turns to the DEC education group for answers. If your local rep contacts Ellen
Minter and her group there is no way they can be getting bad information
because that is the group that sets education marketing policy. If you get
confusing or conflicting answers, send your rep back to get things clarified.
  If you can't find your local sales rep or they prove themselves to be truly
worthless, you can contact the TEI Hotline by E-mail.
  Ellen Minter indicated in her presentation at DECUS that DEC is trying to
put together a database system in DECdirect so they will be able to have the
correct education price for any item at their fingertips (what a concept,
computers solving problems!!!).
  I feel it is fair to continue to point out where DEC is missing the mark on
pricing, product capability, and keeping us informed. I would like to see it
presented more in the light of, "this is a problem for us, couldn't you do
this to solve that problem?", rather than "DEC can't do anything right and
they don't care, etc".
  Let's do our best to help DEC help us. If we can't come to an mutually
satisfactory solution then we have many other options to consider. Things
change very fast nowadays, and I think DEC is trying hard to keep pace. If
they can react and it fits our needs and our pocketbook RIT would like to
continue our long standing relationship with DEC. If they can't, oh well!! I
do want to give DEC every opportunity to continue to be a primary vendor for
RIT, however. Seeking out new solutions for everything DEC now provides us
through TEI, even at the new pricing, would be a nightmare. If 50% price
increases (my estimate of the impact on RIT's TEI cost) become an annul event,
however, that opinion will change.


                                   - Newt-

Newton J. Munson
Associate Director of Academic Computing
  and User Services
Rochester Institute of Technology
One Lomb Memorial Drive
Rochester, NY  14623-0887
internet: NJMACC@ISC.RIT.EDU
bitnet:   NJMACC@RITVAX
(716) 475-2809
Comments: Gated by NETNEWS@AUVM.AMERICAN.EDU