91erm@bigbird.cc.williams.edu (Evan Moore) (05/24/89)
Hmmmm. As we all know, Sun has been getting really low marks in the service department these days. We all groan and moan, and really get peeved when Sun comes around to renew contracts. But what do we do ?? I don't have the kind of contracts to make this an option, but has anyone considered sueing Sun Inc. ? It's my understanding that some contracts promise service within X hours/days, and if Sun doesn't get back to you until 10 days later I'd day they've failed there end of the deal. What to the legal types have to say ? Is breach of contract a possability ? I'm just looking for opinions. I don't have this sort of contract (except for 4 hour hardware service on the servers), and I don't really hate Sun or any such. I'm just tired of seeing my service calls go down the drain and offering an idea to the community. Evan R. Moore Academic Computing Group Williams College 91erm@bigbird.cc.williams.edu or ...!uunet!bigbird.cc.williams.edu!91erm or 91erm@williams.bitnet
kb13+@andrew.cmu.edu (Ken Burner) (06/13/89)
Here are 3 options to consider.
1. Escalate the problem. Every time you're dissatisfied with
service you should complain, formally if necessary, all the
way up the ladder. You will find someone who will make a
difference.
2. Consider a third-party service organization. Even Sun will
respond to competition, so they might improve their service
just because they know you're looking around. If they don't,
then find someone who'll do a satisfactory job for you.
3. Do your own service. It really isn't that frightening. There
are new Sun repair depots springing up all over the country.
There's no magic. If response time is your biggest complaint,
you'll improve it tremendously by having on-site personnel.
-Ken Burner
Carnegie-Mellon Computing Services
PS- We do option #3.weltyc@cs.rpi.edu (Christopher A. Welty) (07/01/89)
In article <3733@kalliope.rice.edu> 91erm@bigbird.cc.williams.edu (Evan Moore) writes: >X-Sun-Spots-Digest: Volume 8, Issue 19, message 4 of 9 > >Hmmmm. As we all know, Sun has been getting really low marks in the >service department these days. We all groan and moan, and really get >peeved when Sun comes around to renew contracts. But what do we do ?? I have found three basic flaws in Sun service: 1) Delivery. Sun has the worst delivery record of any company we have ever dealt with. They claim that they have fixed this problem by installed a new inventory control system or something. I'll believe it when we get something on time. 2) Software support. Say no more... 3) Saleslies. I have complained many times that the salesforce, whether they themselves are knowlingly lying or are being told lies by their own company, lie a lot. Especially when they are talking about 1+2 above. We have found ways to begin dealing with these three issues. For #1, ask for a guaranteed delivery date. They will do this, although it will push back your delivery date by a month (who cares, they won't meet it anyway). Ask for $$ per day late, also make sure you do this AFTER you cut the deal, so they don't add the late charge they will inevitably pay to the price of the equipment. For #2, I read sunspots. For #3, sunspots also proves useful, as does the solution to #1, and also pressure to move to other vendors. Sun no longer dominates the price/performance arena as they used to, DEC and Solbourne are making impressive and attractive offers, which has kept our Sun office jumping. They have become far more helpful since we started considering others (capitalism is a beautiful thing). Christopher Welty --- Asst. Director, RPI CS Labs | "Porsche: Fahren in weltyc@cs.rpi.edu ...!njin!nyser!weltyc | seiner schoensten Form"
gplan@husc6.harvard.edu (George A. Planansky) (07/17/89)
Motorola has a hardware maintenance group that will handle suns, at least suns based on Motorola chips and perhaps others. Check with your Motorola representative. We have not yet submitted any malfunctioning hardware, but are impressed by their resonable and flexible attitude. Also, they are cheaper. George Planansky, AER, Cambridge MA 617 547-6207 gplan@ra.umb.edu