karl@ddsw1.UUCP (Karl Denninger) (09/07/88)
Those of you who read my articles may get the idea that all I post is flames and negative comments. Well, here's something to counterbalance all the vitrol that has been directed at some vendors (and individuals) on the net. I recognize a job well done. Telebit has earned this in a big way. Now if there were only a few more firms that did business the way they do.... (A copy of the email letter I just sent off follows) Telebit Technical Support: A month or so ago I reported a problem with communications between two Trailblazer Plus units. We had originally believed that some unique line impairment was responsible for the problems (excessive retrains and disconnection) -- but now I believe differently. At 'mcdchg' (Motorola), our main newsfeed, they recently experienced a complete failure of the unit which we used to connect with (and with difficulty). The 'Blazer was replaced, and low and behold, no more line impediment! I've polled a half-dozen times since they re-installed the new unit, and have not had any problems whatsoever. At this point I think it is safe to conclude that whatever internal problem(s) the unit which comes back from 'mcdchg' has (they've not returned it yet as I understand), they were responsible for the trouble up to the point of "hard" failure. I just wanted to say "thanks" as well -- you guys were there to help out when it was needed. We spent several hours of your time trying to get this problem resolved -- including your engineers dialing into both of the units for remote diagnostics. I can't remember the last time a computer-products company other than Telebit called me back long distance on their dime -- several times over -- and you guys even offered to send a field engineer out here if needed to solve the problems (!)). I also understand the "replacement" 'Blazer arrived without delay. Keep up the good work! -- Karl Denninger (ddsw1!karl) Data: (312) 566-8912, Voice: (312) 566-8910 Macro Computer Solutions, Inc. "Quality solutions at a fair price"