>At 12:33 30.03.1998 -0500, Jim wrote:
>>I have opened an HPRC call for this, so while I am waiting on a
>>call-back, can anyone give some idea of what's happening here?
>
>Okay, only speaking for myself but with a little RC engineer bias,
>of course... I have seen quite a number of postings in the past
>that started with such a phrase or similar wording.
>
>This makes me wonder...
>
>Does the "let's better ask HP RC and 3000-L at the same time" give
>an indication that you do not trust the HP RC to call back within
>reasonable time (depending on the priority/criticality you indicated
>when starting the RC call) or to be able to deliver a reasonable
>solution?
>

Thanks for asking the question, Lars.

When I call HP and they say "Hold on while I check to see if someone can
help you"  I think "Yeah right".  As usual, no one is immediately available
so I wait for the call back.  It might be 1/2 hour it might be 2 hours.  The
engineer is usually helpful, but I usually get a more complete answer if I
ask it on the listserver.  If I get an answer first on the listserver, it
helps me get a better "official" answer from HP.

I also find it annoying that weekend support is (for the last year or so) an
extra cost item.  Most of the "scary" stuff I do, like software upgrades,
are done on the weekend.  I find that I can get answers from this group,
even on the weekend (fools that we are).

>When there is a helpful response from HP3000-L then the RC engineer
>will basically have wasted valuable time he could have been spending
>helping other customers... So would it probably be reasonable to ask
>HP3000-L first and call the HP RC later on, if still needed?
>


Time is the issue to me.  And besides, we are paying for th RC support.


Gary Jackson
Nevada CSOS
(530) 478-6407 - voice
(530) 478-6410 - fax