Re: (ASCEND) Flat Rate Repair

[Jim Logan <jim@top.net>]

At 09:55 AM 5/7/1999 -0500, you wrote:
>That sounds like a pretty lousy practice for an RMA department.
>How can they expect the customer to accurately diagnose which
>component or subassembly is bad and send in just the right part?
>
>If the customer can accurately pinpoint the problem, then the
>repairs from Ascend ought to be pretty cheap.  It's hardly a
>"flat rate" repair if it only covers a part of the router.

 I've never heard anything but "Flat Rate" from Ascend, without Core unit
is real high on a 4004 Max (about $ 3200 if you want them to overnight you
a replacement and you send in your chassis) or if you can wait 10 Business
Days about $1880 last time I sent one in.  The person sending it in is not
really diagnosing the real problem, only if it's modems (which can be
removed easily) or chassis. I don't have a problem with the methods, I have
a problem with the Ascend Cost, considering used chassis can be obtained
for $2500 on the resell market, and the buyer don't have to forfeit their
original unit.  $1880 for someone that at least doesn't first try replacing
the power supplies, fans, etc (Items which can be obtained OEM or
elsewhere), it's outright stealing.  Suppose for instance that Ascend gets
a unit from someone that can't check power supplies, etc.. and has a bad
power supply. That is a $115 part, and perhaps about 1 hour of Labor (max),
if you send that to Ascend, it's $1880, if you do some digging yourself and
have some electronics basic background, you fix it yourself for $ 125.  So
my basic question is ?? Why does Ascend not evaluate repairs, just like a
car repair place would, give you an estimate, then get approval and repair
the unit ?? Rather than just offering Flat Rate, here it is - take it or
leave it - Repair policies?   The whole ISP Equipment repair business is
pretty much wide open if a person could get access to required
info/equipment/parts, but since those are pretty much 'proprietary", leaves
all ISP's open to high percentage of value service contracts or rip-off
repairs. Coming out of the Medical Electronics field myself, high contract
costs as a percentage of equipment value are not a new thing to me.  But
even in the Medical Community, 10% of value or greater is considered very
high. In ISPville, it's not uncommon to see service contracts costing in
excess of 25% of value (compared to current equipment market). This is
rediculous, considering how fast technology has dropped the value of the
equipment itself.  Again, given the alternatives to service contracts, high
repair costs, and no alternatives, I guess that's why the ISP Equipment
manufacturers feel they can get away with their current practices.

>
>To get flat rate repair from Cisco, you can purchase Cisco
>SmartNet maintenance for your box (yes, even AFTER it breaks.
>Cisco frequently suggests this).  All interfaces and subassemblies
>are covered.

 Never yet had an Cisco piece of equipment fail (knocking on wood)... Never
heard Ascend offer me a contract after a failure (before a repair), so I
can't give an oppinion on that.


******* Top Net InterNet Services ********
Omaha, Nebraska                www.top.net
            Voice: (402) 339-5609  
 
++ Ascend Users Mailing List ++
To unsubscribe:	send unsubscribe to ascend-users-request@bungi.com
To get FAQ'd:	<http://www.nealis.net/ascend/faq>