[snip]
>>
> I'm a DAR for HP and have to deal with these questions all the time.
> The answer is it depends on when you bought the product and whether
> you are going to do a lot of research to identify 20 dollars worth of
> support.  HP now does not quote detail support bills unless you hold
> their feet to the fire.  The way support is charged has changed at
> least every other year since I have been working with HP (it just
> changed again in May, 96) so just when I figure out one system another
> one comes along.  I will say that HP does print items they do not
> charge for, however, they sometimes charge for items they shouldn't.
> I'm sure there are still customers on MPE 5.0 paying extra support for
> NS/3000 or ARPA Services.
>
[snip]
>
> Mel Rees
> [log in to unmask]
>

   This message reminded me that we have been getting far better and
friendlier response from our HP support contracts than we used to just a
year or so ago. An example, just the other day, We had an answer to a
question about the cost of varying quantity of openmail mailbox licenses
in just under 30 minutes of placing the call - and to top it off, the
person answering the question wasn't even our regular contact and they
followed up with a fax with more details. There have also been other
examples of "friendly" service recently.

   I hope others on the list have similar experiences. For myself, let
me say: HP Contracts, your doing something right and it is *far* better
than it used to be. Keep up the good work.

Richard Gambrell
Information Technology Center
Xavier University Of Louisiana
New Orleans, LA