At 05:15 PM 10/20/1999 -0500, Jeff Woods wrote:
/snip
>...and before email was a
>thing everyone assumed everyone has (but not before it existed ;) there was
>something some of us called a "Dear John letter".

Many years ago I had the occasion to use a 'Hello John' phone call
concerning 5-6 months of on-going hardware problems following an upgrade,
including the fact that the CE manager pulled our maintenance contract by
blaming the problems on us.  Needless to say HP Corporate responded very
quickly and decisively, yanking a whole new system off the Q/A line and
air freighting it 'overnight' along with having a staff of about 15 engineers
(some flown-in from across the country) there to install it and monitor it
for several days.  Also had some regional managers call, give me their direct
line and home phone numbers and encourage me to call them 'at any time' if
I had any more problems....

Clearly it's a silver bullet you don't want to use lightly and without
working the problem with the appropriate channels, escalating as needed.

/jf
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