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Technology Stocks : 3Com Corporation (COMS)

COMS 0.00130

-13.3%

Nov 7 11:47 AM EST

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To: James Petersen who wrote (9540)	11/2/1997 1:14:00 PM
From: Gottfried	Read Replies (1) of 45548

James, Birrell Walsh wrote that story for MicroTimes, not me. As a writer for a PC magazine he is probably a little more skilled than the average user. He also stated that there was a conflict between two programs and this was listed in a data base. The support techs just didn't see it right away. Manufacturers are telling users everything is PNP, but don't really deliver in many cases. Mr average user doesn't really care who is to blame, he just wants things to work. This is one of the great unsolved problems in the computer world. I agree with you that with low profit margins manufacturers cannot afford a lot of free hand holding. But scoffing at the ignorant user is not the answer: he has been told it will be easy to set up. Otherwise he wouldn't have bought the modem. On the positive side, I bought a Sportster WinModem a few weeks ago and it installed flawlessly. I had to call the makers of a couple of OLD programs (one was DOS) to ask for upgrades, but that can't be blamed on the modem. The support tech for the DOS program (TC2000 - a charting program) answered on the 2. ring, told me he knew what I needed, directed me to a download and faxed installation instructions within 5 minutes. It works! So we know that better support is possible. Birrell Walsh could have picked any other brand of modem and come up with a similar support horror story. GM

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