🚀 go-pugleaf

In article <BtnwwB.D5E@cs.psu.edu> okunewck@psuvax1.cs.psu.edu (Phil OKunewick) writes:
>   We are now becoming very interested in third party service on this
>equipment, preferrably somebody that can ship us repair parts on a
>timely basis.
>
I don't know of any 3rd party places, but we have a Campus Service
Agreement (CSA) contract with DEC, which is basically similar to 
the type of warranty you get with a new system (list warranty).
The cost is 25% of the on site maintenance.
>
>   (DEC's warranty: When something goes wrong with the workstation, we
>have to carry the entire unit to their dispatch office.  Then they
>might fix it in a week or so.  Their warranty doesn't support our
>needs, nor does it follow the verbal agreement we had with their sales
>office.  We had to immediately buy Decservice on the 5000/240's just to
>make sure the lab will stay up and running.  We're also experiencing a
>10% DOA rate, mostly screwey monitors.  Numerous discussions with the
>regional office haven't improved things either.)

The "list warranty" or "system foundation warranty" means if something
breaks, the phone support people will work with you to diagnose the 
problem and identify the broken part. Then you ship the broken part
back east and they will either fix it or send you a new part. This 
usually takes about a week turn around time. Considering the cost
savings, this works ok for us. In an emergency, they will also 
federal express a part if you insist. What type of verbal agreement
did you have with the sales office?

(Other vendors send you a working part first and then you send your 
broken part back in the same box which is very convenient and turn 
around is about 48 hours.)

Fred Velijanian
University of California, Irvine
fredv@uci.edu