Also sprach Mark Thornton
I just heard from my equipment rep that the transfer of the Tech support function from 3Com to the reps is complete. He indicated that there is no change in price or types of service available. The only difference is that the service is one level removed from 3Com, which I guess is supposed to mean it will be improved.
Dang it Mark! You beat me to it. I did some checking myself (with CommNet Plus), and got the same information. The VARs that are on the support program will be under the same restrictions for selling support contracts that 3Com/CommWorks imposed earlier...ie, equal level of coverage on all of your equipment, have to cover all of your equipment, not just a subset. So, once *AGAIN* 3Com/CommWorks solves a problem that doesn't exist. Way to go Al Huefner, you've once again cost 3Com/CommWorks positive real revenue without any gain. How *do* you keep your job?
I'm not sure how this is supposed to be a good thing. If I want to pay high prices for service, I want to be able to work with the folks responsible for creating the problem. In a similar situation with Microsoft and the supposedly authorized tech groups, I have never gotten good information or support from anyone other than Microsoft. The savings was not worth the hassle, and you wound up paying to talk to MS anyway. I have had similar experiences with 'Linux' support companies. The 3Com situation is too similar for me to be comfartable with it. As it stands now we will likely outsource the modem business and put most of ours out to pasture. I will likely keep 24 to 48 lines in order to deal with specific cases that cannot be handled by the outsource provider. With that number I can afford to get them up to V.90 and have them in the same class as the outsourced modems from another vendor. -- Jeff McAdams Email: jeffm@iglou.com Head Network Administrator Voice: (502) 966-3848 IgLou Internet Services (800) 436-4456
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