Conference 7.286::digital

In general, we don't have product-specific e-mail addresses.  Some products
have set up addresses (for example, [email protected]).  But the general
idea is that we offer telephone pre-sales support (that's the theory, anyway,
the practice is largely otherwise.)

There is a [email protected] address listed in the e-mail directory
on www.digital.com - ask your customer to give it a try.

					Steve

P.S.  A different customer sent me a question about DEChub 900 this morning - 
also apparently in a last-ditch attempt to find SOMEONE at Digital who can help
him.

    What about getting him DSNlink support?
    
    Dan

    The key thing here is that they are already a customer and looking for
    tech-support, not pre-sales support.
    
    Tech-support is not free.  If they are under warranty, they follow
    their warranty instructions which vary greatly by type of product and
    sales channel used.  
    
    If they are out of warranty and they want to e-mail support requests 
    into us and have Digital take action on them, they will need an 
    MCS service contract.  Options to their contract will include electronic 
    support.  As .-1 suggests, DSNlink is one way of  doing this.  Another 
    (simpler) way is through WIS (Web Information Services).   Both have
    been discussed in here quite a lot recently and both REQUIRE a current
    service contract.
    
    /Chris/

    When I buy a product from almost any hardware or software vendor there
    is a web site I can go for technical support.  Patches, new drivers,
    FAQs are there, and normally there is an EMAIL option.  It can take
    DAYS to get an answer - but generally one does come back.
    
    Here are a few passages from this ISP customer (over 7 rounds of email)...
    
    Initial Query:  Is it possible to receive tech support for DECServer 90 
    and 900 products via e-mail? If so, what address would I use?
    
    More data: We've got a couple of dozen 90's and 900's in several states, 
    and sometimes a question arises that could easily be handled via e-mail. 
    This would be much easier for both us and DEC...
    
    When told service contract required: We've got warranties, extended 
    warranties, contracts, access numbers, paperwork... The whole nine yards!
    
    When told about DSN link: It's asking for an access ID and password, which 
    I don't have (as far as I know). Is that something we have to pay extra for?
    
    Someone from NPB got back to me, suggesting that he can use the
    FEEDBACK button on www.networks.digital.com, but that is not an obvious
    channel to support.  Needing a support contract is 80's style of doing
    business - Do you think this customer will take support into
    consideration next time they need some 'stuff' that Digital is in the
    market to sell?
    
    bill
    
    
    

If the customer has a support contract, DSNlink is no extra charge.


				Steve

    I *believe* this is how it works.
    
    Have the customer or VAR call 1-800-354-9000 and ask for the Customer
    Qualification Desk (CQD) to set up their warranty support.  If they do
    indeed qualify, then they'll get an access number.  They then need to
    log a call for DSNlink support (same 800 #) to aquire DSNlink clinet
    software.
    
    At least the CQD can clear up what support is provided and where.
    
    Greg

    Bill,
    
    There are products and then there are products  ...  I do not agree
    that you can buy a product from almost any vendor then get unrestricted
    support by e-mail as a rule.  That is not true.  Perhaps you are misled
    by the number of web pages that have an e-mail button on them.  Behind
    that button you very often need a service contract.
    
    Perhaps the best yardstick for our DEChub products would be Cisco.  Try
    connecting to www.cisco.com and choose "Service & Support" option. 
    Follow your nose to submitting a problem by e-mail.  Either you will
    login with ;
    	
    		Username		i.e. Contract Number
    		Password 
    
    or you will find the following text ;
    
    http://www.cisco.com/public/support/help.html
      >>There are two ways of opening a case with the Technical Assistance
      >>Center (TAC) -- by phone or by e-mail: TAC Contact List. 
    
      >>Guidelines for Calls Into the TAC 
    
      >>Have your maintenance contract number ready for the product which needs
      >>service, as well as the product's serial number
    
    Now for the Digital products - Your customer has a maintenance
    contract.  Your energy would be better  spent helping them find their
    salesperson in order to organise  DSNlink or WIS access for them.
    
    /Chris/

    and they can access public patches via
    http://www.service.digital.com
    
    or specifically for hub900 products
    ftp://gatekeeper.dec.com/pub/DEC/hub900
    
    angela

Bill, just to give you a clue. The support centers handle thousands of
calls a DAY. Just who do you plan on paying to answer all that free
support via e-mail? This "why can't I just send an e-mail" argument comes
up on a fairly regular basis. That's fine if you have a very low volume.
We couldn't possibly function that way and survive. liesl