amull@Morgan.COM (Andrew P. Mullhaupt) (02/03/90)
It is a pleasure to report that SCO has improved the quality of its technical support response quite a bit recently. I had posted my experiences with them in the past, and my opinion was that they were OK, sort of, but no better than Microsoft. They are better than that, now. I have just received what I would have to call first rate support from three people on the same phone call. I never had a particularly bad opinion of them, but I know some people on the net considered SCO support to be the best thing on the planet, etc., so I appeared to be a detractor. My problem was a missing patch for my Development System, and they provided access to the necessary code by uucp. It was all up and running within the hour. There is still more to rave about Northgate technical support, who were better able to help me install another hard drive on the SCO UNIX system than SCO was, but that's because that SCO 'supporter' wasn't too enthusiastic. This problem was a defective cable in the second drive kit which acted like a termination problem. This was a case of Northgate supporting hardware (a third party drive kit) and software (SCO UNIX) which they don't actually support, and I didn't buy from them. Late at night on Sunday, too... The SCO engineer I eventually got explained how they've had to expand their support staff recently, so that less experienced staff had to handle lots of calls. This left me with a less than impressed attitude in the past, but if they keep up the standard of support they established today, I will be totally pleased. Later, Andrew Mullhaupt
tuck@iris.ucdavis.edu (Devon Tuck) (02/06/90)
SCO's support QUALITY may have improved recently, however I have become extremely frustrated by the SIGNIFGANTLY LONG CALL-BACK TIME in the last couple of weeks. Last week I began having serious problems with my kernel, and I was told it would be 8, count them, EIGHT DAYS! until they could get back to me. This is not acceptable in my book. I was reassured three weeks ago, that they were training new people, and the Call-back time would soon decrease, and all I can say is, I hope so... Devon