Comments on: SUS Tip #1 http://www.ensight.org/2004/09/sus-tip-1/ A Personal Blog Mon, 07 May 2012 18:40:32 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: anti aging skin care http://www.ensight.org/2004/09/sus-tip-1/#comment-3448 anti aging skin care Thu, 21 Apr 2005 01:28:12 +0000 /?p=1411#comment-3448 <strong>anti aging skin care</strong> Please visit some relevant pages dedicated to fast weight loss wrinkle cream anti aging skin care
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]]> By: Scott Carver http://www.ensight.org/2004/09/sus-tip-1/#comment-3447 Scott Carver Sat, 02 Oct 2004 04:10:15 +0000 /?p=1411#comment-3447 Thanks Jeremy. I think I understand what your getting at. I'm a server guy, and I guess that customer (who didn't buy their equipment from us) that I was referring to just didn't have the level of support that you had. Money Talks. sc Thanks Jeremy. I think I understand what your getting at. I’m a server guy, and I guess that customer (who didn’t buy their equipment from us) that I was referring to just didn’t have the level of support that you had. Money Talks.

sc

]]> By: Jeremy C. Wright http://www.ensight.org/2004/09/sus-tip-1/#comment-3446 Jeremy C. Wright Sat, 02 Oct 2004 03:31:17 +0000 /?p=1411#comment-3446 Scott, Dell support is based on what tier of support you get: Next day 5 x 9 Next day 7 x 24 Same day 7 x 24 Same day, 4 hour response, 7 x 24 We get the last one, which adds between 200-1500$/server to our costs. But for us it's key. And, if the tech isn't there in 4 hours (which hasn't happened yet in the last 2+ years ... for server stuff) we'd call our sales team and get some butt kicked. I really should qualify that I'm in a fairly privileged position here: this is only for servers, it is only as a big customer, and it is only because we pay thousands of dollars per month in support. I know our Desktop crew (laptops and desktops) often have issues with wrong parts, lost parts, poor service, etc. But then we aren't "paying" for that support, it's just standard home user type support. So I guess the difference really is quite easy to see on that end, even inside a large organization. But yeah here at the server end it rocks ... I know, I'm so going to get my ass kicked on Monday by the Desktop guys for bragging about this :-D Scott, Dell support is based on what tier of support you get:

Next day 5 x 9
Next day 7 x 24
Same day 7 x 24
Same day, 4 hour response, 7 x 24

We get the last one, which adds between 200-1500$/server to our costs. But for us it’s key. And, if the tech isn’t there in 4 hours (which hasn’t happened yet in the last 2+ years … for server stuff) we’d call our sales team and get some butt kicked.

I really should qualify that I’m in a fairly privileged position here: this is only for servers, it is only as a big customer, and it is only because we pay thousands of dollars per month in support.

I know our Desktop crew (laptops and desktops) often have issues with wrong parts, lost parts, poor service, etc. But then we aren’t “paying” for that support, it’s just standard home user type support.

So I guess the difference really is quite easy to see on that end, even inside a large organization. But yeah here at the server end it rocks … I know, I’m so going to get my ass kicked on Monday by the Desktop guys for bragging about this :-D

]]> By: Sean http://www.ensight.org/2004/09/sus-tip-1/#comment-3445 Sean Sat, 02 Oct 2004 03:25:05 +0000 /?p=1411#comment-3445 While at HSC, I had a problem with my laptop where it wouldn't go into hibernation mode. I called Dell, opened up a ticket. Through a fluke, I ended up with two tickets, two support people. For fun, I followed both. The first told me to reimage, the second had me fiddle with some settings. The settings helped a bit, but not totally. After a few weeks of "click this" (by email), I gave up. A while later, a spring that held the cdrom in fell out and got lost. They said they'd ship me a new spring once I shipped the old one back. I couldn't get it into his head that I didn't have the old one. We now use Dell as "hands and feet" for remote offices. They're fairly pathetic, but in Dell's defence, I think they're subcontracted. In a month or so I'm going to have them install a router and some remote management gear at 8 sites, we'll see how well that goes. Sean While at HSC, I had a problem with my laptop where it wouldn’t go into hibernation mode. I called Dell, opened up a ticket. Through a fluke, I ended up with two tickets, two support people. For fun, I followed both. The first told me to reimage, the second had me fiddle with some settings. The settings helped a bit, but not totally. After a few weeks of “click this” (by email), I gave up.

A while later, a spring that held the cdrom in fell out and got lost. They said they’d ship me a new spring once I shipped the old one back. I couldn’t get it into his head that I didn’t have the old one.

We now use Dell as “hands and feet” for remote offices. They’re fairly pathetic, but in Dell’s defence, I think they’re subcontracted. In a month or so I’m going to have them install a router and some remote management gear at 8 sites, we’ll see how well that goes.

Sean

]]> By: Scott Carver http://www.ensight.org/2004/09/sus-tip-1/#comment-3444 Scott Carver Sat, 02 Oct 2004 03:24:33 +0000 /?p=1411#comment-3444 We had a bank customer that was down for 2 days in Nashville because the Dell tech didn't/couldn't get the part that he needed. But, they didn't have a "bunch" of Dells at the time. So, maybe Dell support is based on volume? sc We had a bank customer that was down for 2 days in Nashville because the Dell tech didn’t/couldn’t get the part that he needed. But, they didn’t have a “bunch” of Dells at the time. So, maybe Dell support is based on volume?

sc

]]> By: Jeremy C. Wright http://www.ensight.org/2004/09/sus-tip-1/#comment-3443 Jeremy C. Wright Sat, 02 Oct 2004 03:15:00 +0000 /?p=1411#comment-3443 Scott, I LOVE Dell's enterprise support. Having never actually bought a home computer from them I can't comment on that aspect. Enterprise support rocks though. Parts there in half an hour. Technician onsite in 2 hours. Phone support while that happens. Only have one problem require a repeat visit. They've often left us a server just in case something went wrong... Awesome support. Our Dell sales team is even more fantastic. Blows my mind. So yeah, enjoying Dell. That said, last place I worked? Crap support and even worse sales. I think it really depends on your relationship and on the team that's assigned to you. Scott,

I LOVE Dell’s enterprise support. Having never actually bought a home computer from them I can’t comment on that aspect. Enterprise support rocks though. Parts there in half an hour. Technician onsite in 2 hours. Phone support while that happens. Only have one problem require a repeat visit. They’ve often left us a server just in case something went wrong…

Awesome support.

Our Dell sales team is even more fantastic. Blows my mind.

So yeah, enjoying Dell. That said, last place I worked? Crap support and even worse sales.

I think it really depends on your relationship and on the team that’s assigned to you.

]]> By: Scott Carver http://www.ensight.org/2004/09/sus-tip-1/#comment-3442 Scott Carver Sat, 02 Oct 2004 02:13:02 +0000 /?p=1411#comment-3442 You like Dell's support? Though I haven't dealt with them too much, I always hear the opposite about Dell and their support. Infact, I hear it so often that I think it's a reson that I don't recommend Dell to folks....hmm...change of heart for me maybe. sc You like Dell’s support? Though I haven’t dealt with them too much, I always hear the opposite about Dell and their support. Infact, I hear it so often that I think it’s a reson that I don’t recommend Dell to folks….hmm…change of heart for me maybe.

sc

]]> By: James http://www.ensight.org/2004/09/sus-tip-1/#comment-3441 James Thu, 30 Sep 2004 19:59:21 +0000 /?p=1411#comment-3441 My brother and his girlfriend work for HP support--if only for the horrible support don't get an HP in general because they're horrible computers. My brother and his girlfriend work for HP support–if only for the horrible support don’t get an HP in general because they’re horrible computers.

]]> By: Sean http://www.ensight.org/2004/09/sus-tip-1/#comment-3440 Sean Thu, 30 Sep 2004 18:02:04 +0000 /?p=1411#comment-3440 Best support, IMHO, is Cisco. http://slashdot.org/features/01/06/27/124207.shtml is the best way I can put it. Everyone is measured on customer satisfaction, not call times. You have access to all the same tools and information that TAC does. They have no problems escalating to developers. Worst tech support is Checkpoint. I can't even begin to describe how aggrevating it is. Sean Best support, IMHO, is Cisco. http://slashdot.org/features/01/06/27/124207.shtml is the best way I can put it. Everyone is measured on customer satisfaction, not call times. You have access to all the same tools and information that TAC does. They have no problems escalating to developers.

Worst tech support is Checkpoint. I can’t even begin to describe how aggrevating it is.

Sean

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