Re: (ASCEND) Re: Our first Max dies today!

[Jim Logan <jim@top.net>]

At 09:02 AM 5/6/1999 -0400, you wrote:
>Make sure you get proof of delivery when you ship it.  Itemize every card
>in the box.  We RMA'd a 4004 with 72 modems in Feb, second time in 8
>months for this particular unit.  First they denied they received it until
>we faxed them a copy of their signature, then they denied it had any
>modems in it (which is interesting since they couldn't find it).  Then
>they billed us $1000 more for the repair than they had quoted.  Only just
>got 48 of the modems back today and that was after promising to send them
>on four separate occasions and making it clear they were only sending
>these as a "favor".  From what I can tell, no one in the RMA department
>has any authority to do anything but that may actually be a good thing
>because absolutely no one there knows what they are doing.
>

 Hmm, don't know who you talked to in RMA, twice I've had to send in 2
different 4004's and they always made it *very* clear that no modem cards
were supposed to be sent in with the unit.  I had 1 bad modem card I knew
was bad, besides the chassis problem, and really wanted to get that modem
fixed as part of the 'flat rate repair' (Guess that's Ascend's counter to
GM's Up Front Pricing), and they told me it would be X dollars more if I
also wanted a modem card repaired as well.  I would have to agree about
making sure the package is signed for by Ascend, as you would do with any
package you're mailing with that kind of value.


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