dewey@cs.utexas.edu (Dewey Henize) (12/14/88)
Just a quick note, regarding service after the sale... A good while ago, when we knew a lot less than we do now about setting things up properly, we got a unit from the folks at Perfect Byte. Somehow, though various comedies of errors, we alse ended up with Sun selling us a SCSI board of the 'sc' type. At SunOS 3.4, it just didn't work. I spent a while with the people at PBI on the phone and we discussed the problem, established that we were gonna be upgrading the OS anyhow, and put it aside. Then the horror stories started appearing about 4.0, so we procrastinated and didn't install for a good while. Recently, the conversion direct to 4.0 occured - no 3.5 in between. And there were problems again. After many, many hours of soulsearching on my end an on the PBI end, it was pretty well ascertained that the problem isn't in the tape unit - its a Sun bug. Nonetheless, the PBI folks are getting us going so we can use the device, via some unusual switch settings or a loaner board. The point though is that throughout the entire episode, which took a whole lot of hours mostly late at night, the PBI people were unfailingly very polite and concerned. They were very thorough and conciencious and demonstrated that the priority was to have a satisfied customer, not to point a finger at anyone or to say 'we did what we contracted to do'. We'll be buying some more units in the future for Suns and other machines. Because of the followup and service, they will be from Perfect Byte. I'm only a customer of Perfect Byte, no other affiliation... Dewey Henize Execucom Systems -- There is nothing in the above message that can't be explained by sunspots. execu!dewey Dewey Henize
ron@ron.rutgers.edu (Ron Natalie) (12/21/88)
Exabyte themselves were very good on service. I purchased one of the early guts-only drives. It had to go back once and both tech support who diagnosed the problem with me and the returns people worked excellently. -Ron