🚀 go-pugleaf

In article <498f89$kqv@news.ycc.yale.edu>,
hugo jimenez <jimenez@gaus90.chem.yale.edu> wrote:

>I've contacted Matrox about four times, and they've always answered
>promptly, and yes, i can say that courteusly too. When i was having the
>problems i thought they were related to the drivers, and so i told them.
>They sent me a beta version of their latest drivers by e-mail (V1.03,
>build 013) even if i didn't specifically asked for them. However, i
>wouldn't recommend this unless you are capable of receiving big files by
>e-mail. The uuencoded drivers took about 1 Mb of space.

Hugo -

You are fortunate to have had such a good experience with Matrox 
support.  Unfortunately for me, I didn't.  I don't intend to argue over 
which was the exception and which was the rule, only that what happened 
to me shouldn't have happened.

I *begged* them to send me the driver via email.  I was told that 'we 
don't do that'.  When I mentioned that I had heard of several people on 
the net who had drivers emailed to them, I was told 'I can't imagine that 
happening -- we *never* do that.'

I finally got my dealer involved in this effort -- he waited on hold (an 
international call) for about 30 minutes, after which he was told, with 
conviction, what the correct filename was.  When I looked for that file 
on the ftp site, I found it in the NT directory.  I downloaded it anyway, 
and unzipped the readme file.  Not a single mention of OS/2.  When my 
dealer called them to ask them about it, the support person said that the 
file indeed included the OS/2 drivers and all we needed to do was copy 
the drivers to the diskette and change the diskette label, and voila, the 
drivers would be found.  I explained that the fact that the file resided 
in the NT directory and had no mention of OS/2 in the readme file was 
enough to convince me not to try anything else with this file.  The man 
was actually angry that I hadn't also tried to copy it to diskette and 
install it from the diskette.  Sheesh!

So I'm not saying that this kind of thing is typical of Matrox; I have no 
way of knowing whether it is or not.  However, I believe it should never 
have happened, even as an abberation.

- Keith

-- 
--------------------------------------------------------------------------
Keith Bennett                             Bennett Business Solutions, Inc.
Silver Spring, MD USA                     OS/2 & DOS Software Development
kbennett@cpcug.org                        (301) 871-7696