hull@glass.dec.com.UUCP (04/14/87)
I had the following experience with Echelon, Inc, marketers of Borland's Turbo Modula-2 compiler, that I fell is worthy of sharing with other fellow programmers. It was a real eye-opener. I work for Digital Equipment as a Senior Software Specialist. As a hobby I like to program at home on my DEC micro using Turbo Pascal (TP), a really fantastic product. Since Turbo Modula-2 (TM2) was based quite a bit on the menus of TP, and the editor was supposed to be similar in capabilities, such as entering the editor during a compiler to the point of error, etc., I got 15 other people thru our corporate network to pitch in for a group order of TM2 for our DEC VT180 systems (Z80 CP/M 2.2). I acted as the agent for our order, a purchase totaling about $760.00. I ordered the software from Echelon, Inc, based in Los Altos, CA. Apparently they and Micromint, Inc, based on the east coast, sell TM2 exclusively, based on contracts with Borland. I received the 15 copies of TM2 in a relatively short time after the order was sent. When I tried configuring the terminal setup just like I have my Turbo Pascal set up. The manual says you can use the TINST.DTA file from TURBO for the TM2 setup. That didn't work as advertised, because they repeated one question twice (erroneously) and there were different questions than my TP installation ever asked. I tried to use the editor on the supplied test file, and it's got a bad bug in the terminal driver for ANSI terminals. My screen displayed the editor status line on line 1 AND ON line 19 or so. When I tried to move around the text, all cursor activity takes place under line 19, and so the editor, as it stands now, is just about worthless. No page displays, no scrolling, etc. That editor functionality, just TP's, is the heart of the product. I called Echelon immediately, and talked to a Dave McCord in Tech Support. He said that its a known problem driving the ANSI terminals, and that Borland has been advised of it, and should be fixing it - no definite date - not even a guess. I described our group order circumstances, and he said we can go a couple ways - the COMPILER operation is still fine; just the editor is messed up. So we could keep it as is and then wait for an editor patch. OR, we could return the order, and let them sit on it until it's fixed. (I did NOT join the group order because Borland shipped me a copy of Turbo Modula-2 on the same day as the order shipped to "even up" with me on a prior software order through them. My copy actually cost me nothing, and now Borland and I are all square with each other. I got my copy from Borland 2 days after I got the group order in hand.) I got a call from Borland's customer Service Manager (Kathy McClure), stating that she'd spoken to their (Borland's) Q&A people, and that they were in contact with Echelon/Micromint both to resolve the problem. No timeframe given. I mentioned that MY copy of Modula had no serial number on it, and would that be a problem with Echelon getting future service? She said it shouldn't be - "why don't you just let Echelon know how you got this - I've been talking with Dave McCord and he is aware of your situation".(Miss McClure's words). I then called up Dave McCord at Echelon to follow up Kathy's info, appraised him of my situation, and he stated that he was totally unaware of Borland distributing copies of TM2 to anyone, and that since I hadn't paid Echelon anything, that I "wasn't a customer, and wouldn't be getting any upgrade when it came out." That upset me quite a bit, and I pointed out to him that I generated his company over $750 worth of business if we keep the software, so he conceded that point and said he could "bend the rules" and add me to their newsletter mailing list. Here's the real kicker - when an "upgrade" (his words - I insist its a bugfix) is available, it would cost each of us $20 to get it! Borland told me that THEY have sent out over 17000 free Reflex upgrades for problems they were having. I complained quite strongly that that was unethical to charge us for something that needed fixing from the very start. He cited the small size of their company, and lack of funds to "give it away". He said our only choice if we were unsatisfied with that was to return the entire order. I asked why can't I distribute the order to my group and let each of them do what they wanted to, keep it or return it, on an individual basis. Mr. McCord said they would only accept a return of the ENTIRE order, all 15 copies. I felt that is grossly unfair, not to mention probably illegal under the Uniform Commercial Code laws. When I asked about who would pay the shipping again if I sent it back, Mr. McCord said that they normally wouldn't, but that in this case they will, at which point they would refund our entire order to me. I was totally disheartened at the lack of ethics and pig-headed nature of Echelon. After gathering "votes" from all my group order participants, 13 decided to return the software, and 2 still wanted it in spite of the editor bug. After a final call to Echelon, they agreed to let those 2 keep their copy, and that I should return the rest. I sent the disks and books back by UPS C.O.D. for the postage, which I got back in 2 weeks, and got the refund for the amount due back to our group about the same time. The last time I spoke to Echelon, they was having "difficulties" with Borland over TM2, and possibly would not even be marketing it any further. Subsequent to that information, Borland told me they have reviewed their contract with Echelon/Micromint, and they they were having their name (Borland) removed from all further publications of the user's guide. The net result of all this mess is 14 out of 16 disgruntled programmers, who thought they would be getting a premier software development tool developed by a reputable firm (Borland), but in reality all we got was a severe runaround, false advertising on Echelon's part, apparent lack of commitment to the product by Echelon (and Borland), and 2 software houses who finally seemed to resort to finger-pointing when it came down to who should fix the product. And still no bugfix in sight! In my opinion, Echelon doesn't deserve anyone's business. Their demands to pay for bugfixes, and their inflexibility on our order have cost them any future business on my part or my group's. That's really a shame, because with the editor fixed, it looks like TM2 is one heck of a nice compiler and system development environment. Oh well, at least we got our money back... Alan D. Hull Digital Equipment Corporation Detroit Field Application Center 34119 W. 12 Mile Rd. Farmington Hills, MI. 48018 313-553-5600 DEC Enet: GLORY::HULL [DISCLAIMER: Digital Equipment is in no way associated with the above topic or companies described. My opinions are my own, not my employer's. ]