mpd@anomaly.sbs.com (Michael P. Deignan) (08/04/90)
I recently ran into some difficulty when I investigated the possibility of "upgrading" my Trailblazer Plus to a T2500. Unfortunately, all I could get on the phone were sales people, and nobody "of authority". This is the situation: When talking to a rep about upgrading the Plus to a T2500, I went thru the whole process... Yes, It'll cost me $x because I bought the Plus last July... Yes, there is a y day turnaround time. Then I got the shocker: Telebit Rep: "Okay, sir, now let's get you an RMA number for your modem..." Me (in my AT&T commerical voice): "Excuse me? You mean I have to return my Plus and then wait for Y days before I get the T2500?" Telebit Rep: "Thats correct, sir..." Me: "And just how am I supposed to transfer 11 megs of news per day?" ...etc... -=- Then, after attempting to get someone of "authority" on the phone for awhile, I finally gave up. It seems that Telebit either expects you to have more than one Telebit modem at your site, or that you can for go the use of your Telebit for some unknown period of time while they ship you your upgrade (nah, I didn't get the Telebit for UUCP transfer of news... I only bought it because it was expensive...) Can someone "of authority" at Telebit comment on this? What is Telebit's company policy on upgrading modems? Is this "standard" treatment which all small businesses and individuals who have Telebits can expect to receive? MD
bob@MorningStar.Com (Bob Sutterfield) (08/07/90)
Many companies, when repairing or upgrading hardware that's in use, will send a "new" unit and expect the customer to send back the "old" unit in the same shipping container by the next day's shipping schedule. They often require a check, purchase order number, or maintenance contract first. They include an RMA number in the box carrying the "new" unit to the customer. Such a policy assumes the vendor has more inventory of the vendor's product than does the customer. This is very helpful to folks who don't have cold spares lying around. This has been my experience, anyway, in interacting with computer companies that deal mostly with other corporate entities. Perhaps Telebit is too deeply into the consumer marketplace for this sort of policy to succeed.