I nominate Krish at 3com for a raise. He was kind enough to call me tonight and help me through the problem, even without my service contract #. He determined the HiperARC card to have a bad EPROM and is working on getting me a new one. Even if I'm down for 24 hours on this device, I feel better knowing someone made an immediate effort to fix it.
Thumbs down to 3Com support, thumbs up to at least one fellow over there.
---------- Original Message ----------------------------------
From: "Michael DeMan" <michael(a)prf.org>
Reply-To: usr-tc(a)lists.xmission.com
Date: Mon, 29 Nov 1999 18:33:47 -0800
> Some cover next day, some don't. I paid for one last year, but didn't
>get next day hardware replacement - had to shell out another $270 over the
>phone.
>
> This part of the USR/3COM racket is the most outrageous. I've been very
>happy with the HiperARC but the amounts of money they charge for support -
>which includes items like the latest firmware! - is just outrageous. I
>agree with you on dropping them entirely because of this issue.
>
> Be sure to let them know - each and every one of them - when you're
>resolving this that you are definitely not the only one that feels like this
>and that they're going to be out of business at the rate they're going
>because of stupid & greedy policy.
>
> My 2 cents.
>
>- mike
>
>
>----------
>>From: "Steve Coleman" <scoleman2(a)mail.csolutions.net>
>>To: <usr-tc(a)lists.xmission.com>, <usr-tc(a)lists.xmission.com>
>>Subject: Re: (usr-tc) HiperARC took a dive
>>Date: Mon, Nov 29, 1999, 6:28 PM
>>
>
>>I do have proof of my service contract. However, I guess it takes a high
>>level of training over at 3Com to activate one. The people who could
>>activate my contract, which should have already been activated, are gone
>>for the day.
>>
>>A much better approach would be to take my credit card information and bill
>>me if I DON'T turn up with a contract. It's crappy policy to assume your
>>customers are lying to you. You must protect yourself, but good grief.
>>
>>I can do all the fax and leg work tomorrow when they get in, but that
>>leaves me down for the night, and into tomorrow.
>>
>>The contract had better cover next day hardware. What good is it for otherwise?
>>
>>---------- Original Message ----------------------------------
>>From: <farber(a)admin.f-tech.net>
>>Reply-To: usr-tc(a)lists.xmission.com
>>Date: Mon, 29 Nov 1999 21:22:19 -0500 (EST)
>>
>>>If you don't have documentation to support your claim that you have a
>>>service contract, I would have done the same thing, asked for CC info and
>>>transferred you.
>>>
>>>How many irate people do you think they get a day "claiming" to have
>>>support? In this one case they dropped your contract. Faxing them your
>>>paid reciept and documentation should end it.
>>>
>>>You get 5 year hardware support, so it is covered, but not NEXT DAY
>>>service or hot spares. Thier next day service is a joke, but you knew
>>>what you were paying for (you did read the contract?).
>>>
>>>Paul Farber
>>>Farber Technology
>>>farber(a)admin.f-tech.net
>>>Ph 570-628-5303
>>>Fax 570-628-5545
>>>
>>>On Mon, 29 Nov 1999, Steve Coleman wrote:
>>>
>>>> I powered off my TC chassis tonight to plug it into a new UPS. When I
>>powered it back on, the Run/Fail light on the HiperARC stayed red. It
>>shows up as a "?" in the Total Control Manager. I tried rebooting the unit
>>several times, using several different power sources. I also tried
>>removing the front portion of the card (while powered off) and reinserting
>>it. I can only guess it's cooked. Is there anything else I can try?
>>>>
>>>> I would like to express my disgust with 3Com on this matter. After
>>troubleshooting the problem as described above, I called 3Com service.
>>They couldn't seem to "find" my service contract that I paid over a
>>thousand dollars for, just for this type of incident. She offered to take
>>my credit card and transfer me to a level support agent. I should be paid
>>to have to talk to a level 1 rep, not the other way around. I told her I
>>wasn't interested in doing that and expressed that this was the specific
>>and only reason I bought the service contract. She said she couldn't help
>>me. This piece of garbage is only 4 months old, this is not acceptable.
>>Why didn't I just buy another Portmaster. <kicking myself>
>>>>
>>>> I'm going to ream my service contract agent in the morning. Until then
>>it's lots of busy signals.
>>>>
>>>> Suggestions?
>>>>
>>>>
>>>> -
>>>> To unsubscribe to usr-tc, send an email to "majordomo(a)xmission.com"
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>>>>
>>>
>>>
>>>-
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>>
>>-
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>
>-
> To unsubscribe to usr-tc, send an email to "majordomo(a)xmission.com"
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