🚀 go-pugleaf

Steph Taylor (Steph@wuss.demon.co.uk) wrote:

> Yes, but the sales pitch is that connection is possible from _any_ computer. The
> reason I chose Demon was because of this fact, and the fact that there was
> software avilable for me to download.

Indeed. Connection is possible from any computer. All you need it a
serial interface and software.

> >What was purchased was an account to permit connection to the
> >internet. How that connection is established is entirely down to the
> >account holder and Demon have no knowledge nor wish to be involved
> >in the decision of what machine and software is being used.

> While this might be true, surely there must be some guidelines? For instance, if
> a computing novice tries to hook up to your service using a ZX81, are you simply
> going to take the money and run?

In most cases where we know customers using such a platform have
connected to us yes we would accept the subscription. You are also
assuming that the user tells us what he is using, that is not often
the case.

Were we specifically asked about a ZX81 we would be honest and say we
did not know of anyone who had connected using such a machine.

> >That the account that was sold works can not be disputed.
> There are >50,000 successful account holders a vast number of which sucessfully
> >connect daily. There are over 1,000 connections established to Demon
> >at any time of day or night. No one can dispute that Demon accounts
> >work and permit connection to the Internet (Quality of the sevice once
> >connected is a different issue).
> >
> >That Mr. Harrop was unable to get the computer he chose to use and the
> >software he chose to install on it to connect to the service is I
> >regret to say his problem. Demon did enact their part of the contract
> >bu setting up an account for him to use. That account was available to
> >him and the terms of business require that he pay the set up charge
> >and a minimum of one month connect charges.

> If this is the firm's stance, then this should be stated very clearly somewhere.
> I would have thought twice about joining up had I known about this attitude. As
> far as I can see, if you advertise a connection to the Internet & take money for
> this service, then you should ensure that this connection takes place. If there
> is a problem with a particular platform, then this should be stated clearly in
> adverts.

We can come along and prove any connection we sell works. We are not
aware of specific problems with specific platforms and software, there
are far far too many combinations.

> >The fact that Demon provided support to him in order to try to get him
> >started is incidental. The support service is principally to answer
> >queries on the use of the service. We do not offer software support as
> >part of the subscription fee, but on the basis of best endevours to
> >assist our customers.
> >
> >Demon fulfilled their part of the contract, they are therefore
> >entitled to be paid, even given the unfortunate circumstances that Mr.
> >Harrop was unable to get his choice of hardware and software to work.

> This sort of attitude is usually assosciated with second hand car dealers.
> Hiding behind small print and 'letter of the law' stuff is not the best way to
> earn long term customer support.

Not at all. We are not hiding anything. In the case of Atari we know
of many users that sucessfully connect regularly. Look at the
newsgroup for evidence. We can not however be expected to know in
intimate detail every piece of hardware and software that is available
somewhere and could be used to connect to our service.

> I've got other thoughts about this, but they're not fully formed yet, and I'm
> sure that you could rip them to shreds at the moment. I'll post again in the
> future. However, I'd be interested in seeing your (or Demon's) replies.

I'd certainly be interested in your further thoughts.

-- 
Malcolm S. Muir
Sunderland
England