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.

Technology Stocks : Compaq -- Ignore unavailable to you. Want to Upgrade?

To: Captain Jack who wrote (28296)	6/28/1998 8:06:00 AM
From: SC	Respond to of 97611

<<DELL stated from day 1 they could not help due to agreements. .... Possibly all box makers must shy away from assisting in some areas???? >> John, usually each vendor wants to support as little as possible on their part to reduce costs. The agreement is to make sure they don't support more than they have to. For example, a PC Vendor may agree to support Windows pre-installed on the machine because they got the discount for it with the agreement from Microsoft that they, not Microsoft, have to support it. If a customer bought a copy of Windows directly from Microsoft with full price, Microsoft agrees to support it if it is the Windows' problem not the hardware problem. If box maker provided their in-house developed software, they usually agree to support it. With other software, Microsoft or the software vendors who make most of the money may agree to support them totally. However, sometimes it is unclear whose fault it is for a problem: is it the hardware problem (usually supported by the hardware vendor) or the software problem (depending on who agreed to support it; sometimes more than one software from different vendors got involved and the programs don't work together. Who should supporr it?). In cases that it was not clear-cut like this, each party would like to kick the ball to the other party. The claim that they cannot help because of legal reasons (also in the post I quoted from a tech support person) doesn't sound right. Of course they can help and should especially if their hardware or the software they agreed to support is involved and potentially causes the problem. The agreement is usually used as an excuse so that they do not have to support you. In your case, FocalPoint's vendor might have agreed to support the software problem because the price they are paid includes it. If it is caused by the hardware, Dell should support it (as they did for your modem problem). If it is caused by the interaction among FocalPoint, Windows and hardware, you might be kicked around from one to another excused by each one's agreement if no one is nice about it. I can't understand if the box make doesn't want to help their customer if they have the answer to a problem involves their hardware/software and other vendors'. They can excuse themselves with the agreement if they don't care loosing the repeat customers.