RE: [cobalt-users] IPO?

[Jeremy Anthony Kinsey <webmaster@xxxxxxx>]

Daniel Ouellet said:

>Well,
>
>If I may. I wouldn't want to consider this list the Cobalt support even if
>this list give me way more help then Cobalt ever did. But one thing that
>this list can not help me with is when I have hardware problem and it is the
>case for the last two months. I call cobalt, what a waist of time, send
>email to support@xxxxxxxxxxxxx, file the RAM on their web site, etc. IT is 2
>1/2 months so far and I still with a broken box that I can not return to
>Cobalt yet.

You need to call Cobalt Directly and ask for "Customer Service".  Explain 
to them the problem, they will have a record of the incident more than 
likely.  It seems some things get lost in the Tech Support realm.  We had 
a similar problem and talked to a Customer Service Rep and had an RMA in 
5 minutes.  

What we have found is that you need to get to the right person at Cobalt 
these days.  I remember in the beginning, everyone would bend over bass 
ackwards to get a sale or fix a problem, but they have grown and 
obviously the VP does not have the time to talk personally and get an RMA 
out.  Even at most recent trade shows, I had noticed that there is no one 
in the both I know.  Hell, Vivek demoed our first look at the RaQ and 
Cube personally, way back when.

I understand the frustration believe me, but it looks like you have 
first, get a live body, and second get the right person.  We were only 
delayed by a matter of weeks, not months, so I feel for you.

We do miss the personal attention though.. Cobalt had an Apple Service 
approach when it came to customer relations, I assume that came from the 
founders stint at Apple?  



Regards,
Jeremy Anthony Kinsey
VP Network Operations

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