On Fri, 31 Jan 1997 12:19:00 -0800, James Trudeau <[log in to unmask]>
writes:

>Howdy,
>
>This is my last shot on this thread then I'll sit down and
>shut up.

Sure, sure <G>

<snip good recap of software pricing>

>Now that we (I) are through with this one, how about a little
>discussion on value received for annual maintenance dollars
>paid?
>
>James (don't need a flame suit. already carbonized) Trudeau

Don't even get me started!  Ooops, too late!

Let's start with HP.  We pay $ each month so I can call the response
center and educate their people.  Here's an example:  This week, after
upgrading to 5.5, we got the infamous spooler message after each spool
file printed.  I need the patch that fixes it.  I call the response
center and tell the person who answers "I've just upgraded to MPE/iX
5.5 and I'm getting erroneous spooler errors".

HP: "Did you say spooler?  How do you spell that?"

ME: (sarcasticly) "S - P - O - O - L - E - R"

HP: "And what kind of errors are you getting?"

ME: "The last name component of the pathname does not exist in the
directory.  HP Directory message 1".

HP: (slowly) "The.....last......name....  . . ."

HP: "Is this a software problem or a hardward problem?"

ME: "Software"

HP: "What version of the operating system are you running?"


This is the exchange almost verbatim.  Now, I know its impossible for
everyone to know everything (even about the HP3000), but sadly, this
type of thing has become almost commonplace at HP.  It didn't always
use to be this way.  You used to be able to reach at least semi-
knowledgable people on the first try.  In this case, I did finally
get someone who knew exactly what patch I needed and sent it out
post haste.  Oh well <sigh>.

Jim Phillips                            Manager of Information Systems
E-Mail: [log in to unmask]      Therm-O-Link, Inc.
Phone: (330) 527-2124                   P. O. Box 285
  Fax: (330) 527-2123                   Garrettsville, Ohio  44231