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Date: | Wed, 1 Apr 1998 09:47:22 -0800 |
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>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
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