bill@ssbn.WLK.COM (Bill Kennedy) (07/31/90)
Never being shy about complaining about poor support, I thought I
should report a case of flagrant, and wanton good support. I have
a SunRiver fiber optic workstation on ssbn, I use it as a second
color X-windows/VP/ix terminal. It's also a dandy for virtual
terminals, it's just like having another console keyboard/monitor.
A few weeks ago SunRiver sent me a copy of the latest device drivers
for their stuff. I didn't ask (or have to beg) for it, they just
sent it. I had had some problems when I switched to a caching
motherboard, SunRiver had a fix for me the same day! Well this
update was supposed to fix some things I wasn't worried about, so I
didn't install it. Last Thursday, due to some cockpit problems I
felt the need to install the update. For some reason (later to learn
completely related to the above cockpit problems) I couldn't get
the kernel to boot. After some painstaking combing through old
back ups I was able to stitch the system back together but sent email
to SunRiver reporting my difficulty with the upgrade.
This morning, bright and early, the phone rang and it was SunRiver
wanting to walk me through the update. They waited patiently while
I backed up /dev, /etc/conf, /usr/include, and unix.2 to tape and
then waited patiently while I stepped through the written instructions.
The new kernel built just fine and booted with no problems. I noticed
that they had also incorporated some helpful (although cosmetic) changes
that I had suggested some time ago. Their support engineer spent over
an hour with me to ensure that there wasn't anything wrong with the
diskette or their instructions, there wasn't. BTW they sent two
diskettes, one for 2.0.2 (which I'm running) and the other for 2.2,
nice touch.
So the good guys have struck again! I can't say enough good about the
SunRiver equipment or about their tech support. In particular, if you
are looking for additional X capable workstations for your 386/ix, you
sure can't go wrong with SunRiver. I'm speaking strictly as a completely
satisfied customer, I wouldn't gush if I had any other affiliation with
them.
--
Bill Kennedy usenet {texbell,att,cs.utexas.edu,sun!daver}!ssbn!bill
internet bill@ssbn.WLK.COM or attmail!ssbn!bill