🚀 go-pugleaf

In article <1992Nov17.213759.25943@decuac.dec.com>, mjr@hussar.dco.dec.com (Marcus J. Ranum AXP) writes:
...
> 	I think that anyone who has ever dealt with any kind of large
> service organization can tell you tales of horror and confusion, as well
> as tales of helpfulness and success. Of course, most of them are mature
> enough that they don't go posting, "gee, I hope I get to watch you guys
> go out of business" remarks in an international forum.

All too true I'm affraid. And the problems the service org can have with the
customers 'managment' can be een worse...

However, It is often the case, or appears to be the case, that no one in DEC
that the customer can get to has a clue about the equipment. If its more than
" Iwant a vax " it hits the bit bucket or you get sent on a huge run-arround.
In theory there is an escalation of unresolved problems to get them fixed, but
the only one that seems to work is to call the Mill, and have it fixed from
above.

> 	Thanks for your constructive remarks.
> 
It is hardest on the competent in DEC who tend to get caught in the cross-fire
and are understandably pissed-off at the angst that is flying around. There
are lots of problems and queries that are not worth anyone in DEC spending
ANY time on from DECs point off view, but fobbing them off to someone else
who comes back with "... we don't have any info on that, you will have to ask
DEC..." leaves a sour taste in the mouth. It is a pity that some way has not
been developed for customers to find out the facts thay need.

~Paul