Re: (ASCEND) need cooling fan

["James Courtier-Dutton" <jcdutton@lucent.com>]

I am sorry if you mis-understood me.

If one were to buy a MAX box now, what would it have written on it...Lucent
MAX, Lucent TNT etc.
Now, just because the Label has changed on the outside of the box does NOT
mean "Lucent will not support any MAX unless is has the Lucent label on it".

To clarify another point, just because this list is not officially
supported, does not mean Lucent people will not post helpful answers on this
list. I am just trying to make a point that if customer has problems which
require tickets to be raised and tracked, escalations raised etc, this list
should not be the method used.

Also, if tickets need to be raised etc, but customers are having problems
with the process, there are better things to try than post to this list and
hope the department they are having problems with will catch it. Of couse,
people might still want to post to this list anyway.

With this particular issue (cooling fan). That item is not in the price
book, so maybe Lucent don't see it as a user serviceable part. I don't know.
They have FANs in the price book for some other Lucent products but not the
MAX ones.

Finally, I am not at all trying to imply that this customer did anything
wrong. I was just trying to suggest other avenues they might try, in order
to resolve the issues.
Cheers
James


----- Original Message -----
From: <danziger@pacifier.com>
To: <ascend-users@max.bungi.com>
Sent: Tuesday, May 09, 2000 11:09 PM
Subject: Re: (ASCEND) need cooling fan


> excuse me???
> I may be mistaken but I'm sure I'm not...  Lucent did buy Ascend, am I
right?
> Well Given that Lucent now owns Ascend it should also be given that
> whatever problems Ascend product owners have would be a problem Lucent
> would want
> to handle in a timely manner. Hummm... I have heard rumors that their are
> other companies making pretty much the same products I wonder if they take
> the same type of attitude in their support departments???
>  I've been lurking here for a number of years now. I have noticed a very
> large increase in complaints for product support over the last few months.
> I seems to have started a few months after Lucent acuired Ascend...
> Just maybe thier might be a connection.... Hummm... What do you all
think???
>
>
>
>
>
> At 10:09 PM 5/9/00 +0100, you wrote:
> >> On Tue, 9 May 2000, Tim Patterson wrote:
> >> > This is critical and I hope Lucent has some one watching this list.
> >> >
> >> > Ascend tech support has its issues(:, but Lucent has completely
> >> > vanished.
> >>
> >> Not true, I just got a call from Lucent Tech support yesterday asking
me
> >> for some information.
> >
> >
> >Hello
> >This list is not one supported by Lucent. (@max.bungi.com does not sound
> >very Lucent to me). This post is not necessary the views of Lucent, only
> >myself. Any complaints voiced on the this list are unlikely to be
commented
> >on by Lucent. Any complaints regarding any services Lucent provides
should
> >first be made to the Lucent department causing the complaint, if that
fails
> >I suggest they contact their Account Manager.
> >I am not in the support department. All I do know is calls are dealt with
> >based on priority. Priority is decided based on type of problem and any
> >service level agreement contract with that customer.
> >Cheers
> >A Lurker.
> >James
> >
> >
> >
> >++ Ascend Users Mailing List ++
> >To unsubscribe: send unsubscribe to ascend-users-request@bungi.com
> >To get FAQ'd: <http://www.nealis.net/ascend/faq>
> >
> >
> ++ Ascend Users Mailing List ++
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