Re: (ASCEND) need cooling fan

[Jim Logan <jim@top.net>]

I pointed out that several weeks ago, all support from Ascend had become 
non-existant via any kind of Email or Web content (forms submission), I 
haven't tried Livingston lately, but know the same 'degrading' of service 
has occurred. At least they (Livingston) do have at least one person 
monitoring the PM List and trying to help out. I do also know (having 
talked to the techs) that Livingston & Ascend techs seem to be frustrated, 
nothing they can do. I think Lucent is truely *hot on the heels* of trying 
to follow in USR/3Com's footsteps (not that Nortel is any better either 
after takeover of Shiva Line), so seems Cisco will not only end up not only 
being router of choice, but indeed could end up being the default best bet 
solution for terminal access equipment and support.

PS: the Ascend FTP site was trashed not too long ago by Lucent, luckily it 
came back pretty much intact!

At 07:04 PM 5/9/2000 -0700, you wrote:
>James,
>
>I very much appreciate you interest.
>
>But I suggest that you try calling your own tech support
>and try to get an answer about anything.
>
>An while your at it, try from some technical documents
>in the *new* support site.  Or maybe a software undate
>in the *new* site.  Good thing ftp.ascend.com still exists.
>
>Sorry to be so negative, but unless I am the only one, which has happened
>before,
>there is a problem!
>
>Tim
>
>----- Original Message -----
>From: James Courtier-Dutton <jcdutton@lucent.com>
>To: <ascend-users@max.bungi.com>
>Sent: Tuesday, May 09, 2000 5:21 PM
>Subject: Re: (ASCEND) need cooling fan
>
>
> > 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 ++
> > > To unsubscribe: send unsubscribe to ascend-users-request@bungi.com
> > > To get FAQ'd: <http://www.nealis.net/ascend/faq>
> >
> > ++ Ascend Users Mailing List ++
> > To unsubscribe: send unsubscribe to ascend-users-request@bungi.com
> > To get FAQ'd: <http://www.nealis.net/ascend/faq>
>
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