Well...this is either good news or bad news...I'll let each decide for
themselves. :)
Right before I left the office I got a call from a gentleman at 3Com
trying to followup on our issues and see what could be done about them.
This is the good news part...at least they're trying to do something.
The bad news perspective of it though...he was from the technical
support department. This means that his concerns, and areas where he
would be able to help, would be if there were any outside issues with
the actual equipment/software/whatever. While there are some
outstanding issues...they're not of that magnitude IMO (v.90
compatibility, early disconnects...stuff like that), and, for the most
part, they're being dealt with fairly well.
The main issues that I have been dealing with, and I shared this with
this gentleman were the issues of obtaining support *contracts*, not
obtaining *support*. So, the bad news being...while 3Com is listening
and trying to address issues...they don't seem to be doing a terribly
good job of it...or at least they're not delegating the problem to the
right people.
The gentleman that I spoke to listened to what I had to say about the
support contract issues, understood my position, then pretty much
indicated that this was kinda outside his area of being able to do
anything, but that if we had any outside trouble tickets or whatever
that weren't being dealt, that he could indeed help there. Like I
said...I didn't have anything earth shattering...I wish I would've
mentioned the v.90 compatibility problems, but didn't, but by and large,
this guy wasn't in a position to help out with the issues that we've
been throwing email back and forth about today. He did mention that he
would mention the substance of my issues to his boss...so there is still
some hope that the right people will get notified of these things before
its all over and done with.
I do appreciate 3Com folks at least making an effort to get a response
in motion...hopefully we can get the right people involved and really
make some forward progress. :)
My decision is that this is "qualified good news". It shows that things
are at least moving...though we're still to see how efficiently.
--
Jeff McAdams Email: jeffm(a)iglou.com
Head Network Administrator Voice: (502) 966-3848
IgLou Internet Services (800) 436-4456
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