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@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.
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