Ascend Archive
[Date Prev][Date Next][Thread Prev][Thread Next][Date Index][Thread Index]
Re: (ASCEND) Re: sigh (bitching)
On Mon, 20 Oct 1997, Karl Denninger wrote:
> > > > Ascend may in fact have a lousy database, but I would say
> > > > that it is quicker/easier to get through to an Ascend tech
> > > > than it is to get through to a (for example) Cisco tech.
> > >
> > > Hmm, I don't know about you, but I can talk to a real support person at
> > > Cisco faster than I can talk to a real (questionable) support person at
> > > Ascend, and that's without a contract.
> >
> > I agree with the latter writer, but the "real" support person I get
> > at Cisco is almost invariably a complete idiot who wastes my time and
> > garbles the problem description. With Ascend I just get nothing at
> > all. It's easy to see why so many customers are switching IN EACH
> > DIRECTION.
>
> I've had occasion to yell at both of these organization's support departments
> over the last few years.
>
> The front-line people in both cases have known less than I have about the
> problem (and the product) much of the time. That's not a good thing,
> especially when you're forced to go through them first to get to someone
> who knows what they're doing.
>
> However, I've *never* been unable to get a problem resolved, including a
> couple of problems that have required *custom firmware builds*, with CISCO
> over the years.
>
> This was not true with ASCEND.
We have a Cisco support contract, and we get EXCELLENT service,
including custom firmware builds, when necessary. With Ascend, we don't
bother buying a contract because we have already dealt with many of their
top people in the past, and don't see how buying a contract would make
them any more competant at fixing bugs. :)
Josh Beck - CONNECTnet Network Operations Center - jbeck@connectnet.com
-----------------------------------------------------------------------
CONNECTnet INS, Inc. Phone: (619)450-0254 Fax: (619)450-3216
6370 Lusk Blvd., Suite F-208 San Diego, CA 92121
-----------------------------------------------------------------------
++ Ascend Users Mailing List ++
To unsubscribe: send unsubscribe to ascend-users-request@bungi.com
To get FAQ'd: <http://www.nealis.net/ascend/faq>
References: