Re: (ASCEND) Shitty tech support at Ascend.

[Andy Walden <andy@enigma.mtco.com>]

On Tue, 13 Apr 1999, Joe  Shaw wrote:

> 
> Yeah.  To quote Ascend "Oh, you're trying to configure GateD on your GRF?
> I'm sorry, we can't really help you since we don't support GateD."  I
> thought it was funny that they didn't support the routing engine on their
> latest greatest router at the time, but were more than happy to ask me if
> I wanted a service contract on it.  The gall.
> 

Well, there are limits. My salesguy's SE mostly set mine up when we bought
it and then I have pretty much figured out how to expand my configuration
to my needs. I expect Ascend to support the product, but I expect to pay
extra for training me on it or working out my personal network issues.
Every network is different and I would expect that assuming the
responsibility of helping every network work its way through its config
quirks would be a daunting task, and to do it without any sort of
compensation would be that much worse. I'm paid to configure routers, if I
can't do my job, thats my problem, not Ascend's. I'm reading the "don't
support" statement above as "don't support without some $$$". I'm not
knocking any ability you have to configure routers either, that wasn't the
point. Its just where you draw the line with support costs. 

-andy








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