Re: [USR-TC] Gee, wouldn't it be nice to talk to a human at Commworks regardin g a repair
All, This is getting a little out of hand. There is a big difference here between Support, Service and Repair. These questions today have been about Repair of out of Warrantee Product. If you have a Support Contract you enter it in and you are connected to a Tech Support Person. If your Contract is with a Service Channel Affiliate you call them directly. If you have no contract of any type and you need Warrantee work you go to the Web. I will get a document from our Professional Services and post it here. Note: If you have a contract you have received a document on how to access support. Thanks, Tom Goodman Patrick Wolf <pwolf@sdc.org>@mailman.xmission.com on 11/19/2001 03:33:04 PM Sent by: usr-tc-admin@mailman.xmission.com To: usr-tc@xmission.com cc: Subject: Re: [USR-TC] Gee, wouldn't it be nice to talk to a human at Commworks regardin g a repair That's a pretty pissy thing to say. I run a very small business: 3 people. And one of the most important functions is to NOT have a machine answer the phone if at all possible. I personally hate the advent of the voice messaging systems that have proliferated in recent times. There are some uses for it; for example my phone banking for checking account balances and such. But some areas like customer service just should have a human answering the phone. Quoting Thomas_Goodman@3com.com:
Scott,
Humans cost money, even the ones that answer the phones. Repair work is requested via the Web.
Go the Web site stated on the call you made.
http://totalservice.3com.com/ Click on Warrantee/Repair
http://carrier.cso.mw.3com.com/warranty/warranty.cfm Click on the word here
http://carrier.cso.mw.3com.com/warranty/warranty_request.cfm Click on the word here
You will see: In order to request warranty or repair service, you must have a current TOTALService account. If you have a TOTALService account, please login now. If you do not have a TOTALService account, please click here to create one. There is no charge to create a TOTALService account.
Note No Charge to create an Account.
http://carrier.cso.mw.3com.com/warranty/warranty_register.cfm Fill out the form
In the comments section you can ask for the cost of out of Warrantee work on your issue.
Thanks,
Tom Goodman
Scott Trautman <scottt@corp.gdinet.com>@mailman.xmission.com on 11/19/2001 12:43:54 PM
Sent by: usr-tc-admin@mailman.xmission.com
To: usr-tc@xmission.com cc: Subject: [USR-TC] Gee, wouldn't it be nice to talk to a human at Commworks regardin g a repair
All I freaking need is to call and setup an RMA for a power back plate for a 70a integrated fan tray chassis, which I know is well out of warranty, I'm willing to pay to repair, but there is a 0% chance I'm going to pay $2000 for a "support contract" to fix it.
But, without any kind of support contract, there is NO WAY to navigate their voice system.
Maybe I'll call and say I want to BUY something; you can be sure I'll be talking to a human in no time, won't I?
And they wonder why things go as badly as they do, complete lack of any common sense.
SO, DOES anyone know where to call for this should-be-simple task?
SMT
Scott M. Trautman Global Dialog Internet 608-240-4638,4637fax 2810 Crossroads, STE LL2 scott@gdinet.com Madison WI 53718 http://www.gdinet.com <http://www.gdinet.com/
All I freaking need is to call and setup an RMA for a power back plate for a 70a integrated fan tray chassis, which I know is well out of warranty, I'm willing to pay to repair, but there is a 0% chance I'm going to pay $2000 for a "support contract" to fix it.
But, without any kind of support contract, there is NO WAY to navigate their voice system.
Maybe I'll call and say I want to BUY something; you can be sure I'll be talking to a human in no time, won't I?
And they wonder why things go as badly as they do, complete lack of any common sense.
SO, DOES anyone know where to call for this should-be-simple task?
SMT
Scott M. Trautman Global Dialog Internet 608-240-4638,4637fax 2810 Crossroads, STE LL2 scott@gdinet.com Madison WI 53718 http://www.gdinet.com
(See attached file: Blank Bkgrd.gif)
----------------------------------------------- Patrick C. Wolf SDC Internet pwolf@sdc.org 722 N California Suite 4 (505) 838-1620 Socorro, NM 87801 ------------------------------------------------- This mail sent through IMP: imp.sdc.org _______________________________________________ USR-TC mailing list USR-TC@mailman.xmission.com http://mailman.xmission.com/cgi-bin/mailman/listinfo/usr-tc
Thomas, I find it interesting that you put "in warranty repair" as the lowest ranking item, deserving only a web contact. With most parts of a new chassis costing upwards of $3000, that really tells me something about how little you folks value your customers. WHATVER I buy, if it fails in the rather short warranty period, I'm owed a bit more than a silly web form and a multi-week turnaround time. What have you bought recently that runs into multiple thousands of dollars where you would feel comfortable with this sort of policy? I mean, Dell will send someone to my office to replace a harddrive for three years after the purchase on a $800 refurb. computer. (In case you think I'm smoking crack, see: http://www.dell.com/us/en/dfh/products/series_optix_desktops.htm and read down the column until you get to the warranty details.) As a competitor in the RAS marketplace 3Com/Commworks/whatever can do whatever it pleases. But you should be more mindful of what your competitors offer. I hate to pull out the Cisco example, but they will do just about anything for you if the situation is urgent. Contract or Not. As for the cranky folks on this list, I hope you keep in mind that this is probably a decent-sized sampling of who's buying your equipment. Anyone big enough to not be "locked in" to legacy 3Com gear is going elsewhere. I'm in two CLEC co-lo facilities, and I see less and less of your gear with the "big boys". And I see NONE of the fancy new stuff in AOL's cabinets. I think you should rethink how you wish to represent your struggling mis-managed employer on this list. All signs point to a hardware company in trouble when you're trying to stay afloat by selling support contracts and ridiculous bundles to people who have an excess of ports. Charles | Charles Sprickman | Internet Channel | INCH System Administration Team | (212)243-5200 | spork@inch.com | access@inch.com On Mon, 19 Nov 2001 Thomas_Goodman@3com.com wrote:
All,
This is getting a little out of hand. There is a big difference here between Support, Service and Repair. These questions today have been about Repair of out of Warrantee Product.
If you have a Support Contract you enter it in and you are connected to a Tech Support Person.
If your Contract is with a Service Channel Affiliate you call them directly.
If you have no contract of any type and you need Warrantee work you go to the Web.
I will get a document from our Professional Services and post it here.
Note: If you have a contract you have received a document on how to access support.
Thanks,
Tom Goodman
Patrick Wolf <pwolf@sdc.org>@mailman.xmission.com on 11/19/2001 03:33:04 PM
Sent by: usr-tc-admin@mailman.xmission.com
To: usr-tc@xmission.com cc: Subject: Re: [USR-TC] Gee, wouldn't it be nice to talk to a human at Commworks regardin g a repair
That's a pretty pissy thing to say. I run a very small business: 3 people. And one of the most important functions is to NOT have a machine answer the phone if at all possible. I personally hate the advent of the voice messaging systems that have proliferated in recent times. There are some uses for it; for example my phone banking for checking account balances and such. But some areas like customer service just should have a human answering the phone.
Quoting Thomas_Goodman@3com.com:
Scott,
Humans cost money, even the ones that answer the phones. Repair work is requested via the Web.
Go the Web site stated on the call you made.
http://totalservice.3com.com/ Click on Warrantee/Repair
http://carrier.cso.mw.3com.com/warranty/warranty.cfm Click on the word here
http://carrier.cso.mw.3com.com/warranty/warranty_request.cfm Click on the word here
You will see: In order to request warranty or repair service, you must have a current TOTALService account. If you have a TOTALService account, please login now. If you do not have a TOTALService account, please click here to create one. There is no charge to create a TOTALService account.
Note No Charge to create an Account.
http://carrier.cso.mw.3com.com/warranty/warranty_register.cfm Fill out the form
In the comments section you can ask for the cost of out of Warrantee work on your issue.
Thanks,
Tom Goodman
Scott Trautman <scottt@corp.gdinet.com>@mailman.xmission.com on 11/19/2001 12:43:54 PM
Sent by: usr-tc-admin@mailman.xmission.com
To: usr-tc@xmission.com cc: Subject: [USR-TC] Gee, wouldn't it be nice to talk to a human at Commworks regardin g a repair
All I freaking need is to call and setup an RMA for a power back plate for a 70a integrated fan tray chassis, which I know is well out of warranty, I'm willing to pay to repair, but there is a 0% chance I'm going to pay $2000 for a "support contract" to fix it.
But, without any kind of support contract, there is NO WAY to navigate their voice system.
Maybe I'll call and say I want to BUY something; you can be sure I'll be talking to a human in no time, won't I?
And they wonder why things go as badly as they do, complete lack of any common sense.
SO, DOES anyone know where to call for this should-be-simple task?
SMT
Scott M. Trautman Global Dialog Internet 608-240-4638,4637fax 2810 Crossroads, STE LL2 scott@gdinet.com Madison WI 53718 http://www.gdinet.com <http://www.gdinet.com/
All I freaking need is to call and setup an RMA for a power back plate for a 70a integrated fan tray chassis, which I know�is well out of warranty, I'm willing to pay to repair, but there is a 0% chance I'm going to pay $2000 for a "support contract" to fix it.
But, without any kind of support contract, there is NO WAY to navigate their voice system.
Maybe I'll call and say I want to BUY something; you can be sure I'll be talking to a human in no time, won't I?
And they wonder why things go as badly as they do, complete lack of any common sense.
SO, DOES anyone know where to call for this should-be-simple task?
SMT
Scott M. Trautman Global Dialog Internet����������� 608-240-4638,4637fax 2810 Crossroads, STE LL2����scott@gdinet.com Madison WI 53718������������� http://www.gdinet.com
(See attached file: Blank Bkgrd.gif)
----------------------------------------------- Patrick C. Wolf SDC Internet pwolf@sdc.org 722 N California Suite 4 (505) 838-1620 Socorro, NM 87801
------------------------------------------------- This mail sent through IMP: imp.sdc.org
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It really upsets me that we give a $20 customer better support than you get from 3com when you've spent over a million. Yeah it costs money for people and support but darn it if your Execs weren't getting paid $2 Million a year then maybe 3com could afford it. What a LAME response.... unbelievable... wake up 3com and wake up Mr. Goodman. We are all going to leave your piece of **** equipment if you do not. I am completely feed up with this attitude that WE OWE 3com something. Bull... YOU owe us the customer. No excuse 3com... For once swallow your darn pride and show the customer you care about them. We all want V.92... give it to us (FREE! No darn support contract crap). Then you will have our future business. Otherwise expect many to take this as a very good time for an equipment change (exit strategy) because we have to shell out money anyway. I know of at least 15 on this list that are gone if you don't... and that's just the tip. No more Total Control BS... none. How does that sound? 3com shareholders will love this... total customer loss across the board. Think I am joking? ... continue down this path. It is time 3com kissed and made up with it's ISP customers. -- Edgar D. Taylor President/CEO FIRST USA Inc. Voice: (800)716-6190 Email: ed@1st.net Web: www.1st.net --
participants (3)
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Charles Sprickman -
Ed Taylor -
Thomas_Goodman＠3com.com