Ascend Archive
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RE: (ASCEND) Re: Known Bug Tracking


This indeed seems like a retrograde step. We explicitly chose to
purchase Ascend kit because of the technical data/help available on the
web site, as well as being able to download new software releases.
Initially we selected a solution from a so called 'preferred supplier',
however the  limited self support caused us to reject their kit in
favour of the more expensive (albeit with more features) remote access
solution using Ascend.

I can understand the need, perhaps, to restrict access to some data
unless you own the product, however the necessary 'password' should be
made available when registering ownership of particular hardware.

philip ross
technical support
Xerox

> -----Original Message-----
> From:	James Fischer [SMTP:jfischer@supercollider.com]
> Sent:	Wednesday, September 10, 1997 10:40 PM
> To:	Kevin Smith; Ascend User-Group
> Subject:	(ASCEND) Re: Known Bug Tracking
> 
>         Kevin Smith said:
> 
> >TR information will be accessible via the web-site in the near
> future. It
> >is currently being beta-tested, and will be accessible with a service
> >contract password.
> 
>         Let me see if I understand this:
> 
>         If I have a problem with my Maxen or my Pipelinia, I can send
> an 
>         e-mail to support@ascend.com, and take up the time of the tech
> 
>         support staff (or call the 800-number and run up Ascend's
> phone 
>         bill too!) or I can post to this list, and take up MANY
> people's 
>         time (including Kevin's, which is once again a cost to
> Ascend).
> 
>         But if one wants to go through the list of known bugs without
>         running up Ascend's costs, one must have an Ascend service
>         contract?
>         
>         This is obviously a new and excitingly different definition of
>         the term "product support" to which I have hitherto been 
>         unexposed.
> 
>         Fellow stockholders, take note.
> 
>        
> 
> 		Vita non est vivere sed valere vita est!
> 
> james fischer
> jfischer@supercollider.com
> 
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