Silicon Investor (SI) -- The First Internet Community

STOCKTALK

We've detected that you're using an ad content blocking browser plug-in or feature. Ads provide a critical source of revenue to the continued operation of Silicon Investor. We ask that you disable ad blocking while on Silicon Investor in the best interests of our community. If you are not using an ad blocker but are still receiving this message, make sure your browser's tracking protection is set to the 'standard' level.

Strategies & Market Trends : TA- Advanced GET -- Ignore unavailable to you. Want to Upgrade?

To: John K who wrote (995)	4/16/1998 7:26:00 PM
From: Bruce A. Bowman	Read Replies (1) \| Respond to of 1551

Hi John- I helped a friend get a computer and there were a number of problems that could have been avoided had Gateway built it to the correct configuration. When on-site support installed the missing parts, they did indeed check it to see that it was working properly. The tech had a local number to call for help in getting the setup completed. Btw, IBM has the on-site contract with Gateway here in the SF Bay Area. The reality is that there are very few hardware problems. Usually the problems are associated with setup or the software we install. Installing something that isn't from Gateway as a mod to your configuration and isn't supported by their tech support, so it's easy to say 'sorry, can't help'. That's true of any computer supplier. They have no responsibility for someone elses hardware and how it affects their original configuration. So if you want help, you have to remove the added h/w and then they'll help you get it running again. All i all, it's less than I'd hoped for. Bummer. I guess if I had it to do over, I'd go to a local builder and have a system put together the way I want it. I'd have done it this time, but didn't know who to contact. Next time I'll put some effort into finding out. Bruce

To: John K who wrote (995)	5/23/1998 7:36:00 PM
From: Sean W. Smith	Read Replies (2) \| Respond to of 1551

John, Bruce, Al and Others, I have read your comments concerning new computers and support and let me state some facts and a few of my opinions on the subject. Problems with video drivers are common. The fact that Gateway TS didn't know how to install the updated driver is also relatively common but unacceptable. Unfortunately Gateway, Dell, Micron all fair about the same of this test. HP and Compaq fair better on this task because they support much higher # of NT users vs. 95 users. The SCSI parity problem is unacceptable and should be setup at the factory. I've never seen a manufacturer do this in my experience. I would suspect its uncommon. Seemed to be difficult to debug. I often use active diagnostic terminator on SCSI chains to detect these types of configuration problem. Tech Support as whole from EVERY PC vendor I have dealt with in the last 5 years is generally lacking. Its basically due to heavy price competition which forces maufacturers to hire cheap labor who don't have necessary experience or training for todays increasing complex computing environments. Overall I find Compaq and IBM so be heavily substandard in this department. Compaq's techs are the most untrained and unwilling to help with virtually any problem. I curse every tmie I call them because I know it will take multiple calls to get the problem resolved. Getting a replacement Hard drive from them can be a nightmare. IBM is similar. Gateway, Dell, Micron, and HP I always find techs who are willing to help and friendly but they lack the solid technical knowledge in many cases. All these manufacturers are unwilling to staff adequate amounts of trained engineers for tech support because it drives the price of their product up considerably. Diagnosis over the phone is also inherently diffuclt and time consuming as it may require disassembly etc. I often cannot diagnose problems customers describe but can easily find the problem once going onsite because of incorrect or incomplete information given by the customer. Generally their techs are trained to the extent where they have to rely on shotgun wholesale replacement of components to debug problems. Local dealers fair better in these situations because they have physical access to the entire computer. Now with respect on to onsite service. On-site service from all the above manufactures is very similar. It is exactly what the wording implies. On site service, NOT on site diagnosis or troubleshooting. The people employed who work on hardware are trained on hardware ONLY. They will only come when dispatched by Tech Support. This DOESN'T vary at all from vendor to vendor. How do you get better support from these vendors. Special Service contracts, access to team field applications engineers, pay for a vendor representatve on site, Have your own internal IS department, or hire third party consultants like myself to debug solutions at $75-125/hr. All these solutions cost money and may not be practicle for consumers. As a small user you have little recourse. There are no vendors who I would consider close to ideal so the decsion returns back to price/features/performance/components/warranty etc. Given that I recommend Gateway, Micron, and Dell boxes for individuals. HP makes a much better corporate grade box than Compaq. I don't like the HP Vectra's and Compaq deskpro's or dell optiplexes because of their nonstandard components. Harder to get support for and replace. Compaq's Voice modems and their compaq operator software are the most infamous IMO. If your thinking that going to one of the home targetted vendors would simplify matters, unfortunately it only gets worse. Acer, IBM Aptiva, Compaq Presario, and Packard Bell are yet another grade or two down in the technical competency chain. Their techs are barely computer literate and strive to get you off the phone. (Profit margins on home machines are real thin, which lead compaq to their famous $35 to talk to an idiot policy which forever haunts me). The best advice to avoid some of these troubles are buy from one of my recommended vendors, don't buy the absolute latest machine (let the platform mature), and establish a relationship with a good local computer consultant. Considering the hardware/driver problems are not as frequent as application software problems, the experience often varies due target application. Most of the above statements about hardware TS apply even more so to software companies which makes life extremely difficult when you start loading lots of apps on your computer. MS's platforms even NT leave some key stability features out and the platforms robustnes suffers as a whole copared to Linux/Solaris. Worst of all I see this continuing to get worse before it gets better. Most PC users seem to consider poor tech support, and unstable software the norm and continue to patronize the vendors. Later, Sen