RE: [cobalt-users] IPO?

["Daniel Ouellet" <daniel@xxxxxxxxxxx>]

Lyle,

Thanks to follow up on this. Yes I was contacted today by Carole Johnson and she provided me with the information so badly needed.

Many thanks for your involment into this matter and I am looking forward to a working return of the RaQ2+ unit.

Thanks again.

Daniel Ouellet

Original-From: "Lyle Scheer" <lyle@xxxxxxxxxxxxx>
Original-Reply-To: cobalt-users@xxxxxxxxxxxxxxx
Original-Date: Tue, 21 Dec 1999 14:36:06 -0800

Daniel,

	I know you've been contacted already regarding this, but I wanted to follow
up publicly on this list.  As you are now aware, we misrouted the e-mail
with the RMA information such that it was never sent to you.  So, while the
request was promptly processed (request on 11/20, and RMA generated on
11/21), the information did not get to you.  I'm sorry that this happened,
and am glad you spoke up about it.  Thank you for giving me the chance to
follow up on this.

- Lyle

-----Original Message-----
From: cobalt-users-admin@xxxxxxxxxxxxxxx
[mailto:cobalt-users-admin@xxxxxxxxxxxxxxx]On Behalf Of Daniel Ouellet
Sent: Saturday, December 18, 1999 8:49 PM
To: cobalt-users@xxxxxxxxxxxxxxx
Subject: RE: [cobalt-users] IPO?


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.

So, it is great that Cobalt get some help from this list, but they should at
a minimum do what no one else can do.

Anyone from cobalt here that can resolve my problem?!?!?!

The last message was from Will at cobalt and here is part of his message
Quote "yself and Jeff Bilicki are software engineers.  We only do user list
tech support for fun on our personal time.  Our tech support department
sees a higher volume of requests so they form a request queue which
makes for a delay in response.

Regarding your slow RMA, I'll talk to Raymond, the department lead, and
ask him to expedite this replacement"

So, great if this is speed service, I sure don't want to see what slow would
be. This last one was on 11/30/99.

Daniel Ouellet

-----Original Message-----
From:	cobalt-users-admin@xxxxxxxxxxxxxxx
[mailto:cobalt-users-admin@xxxxxxxxxxxxxxx] On Behalf Of Lyle Scheer
Sent:	Wednesday, December 15, 1999 4:03 PM
To:	cobalt-users@xxxxxxxxxxxxxxx
Subject:	RE: [cobalt-users] IPO?

>Of course, if you consider this list their "support" then they're doing
>great....

No, I do not consider this list in that manner... however, when I originally
created these mailing lists, I did so under the assumption that there will
be far more users of the Cobalt boxes than engineers or support engineers at
Cobalt, and people will be doing things that we never even considered when
designing the boxes (after all, I understood that we could not possibly be
perfect or know everything).

I figured that a forum where the true innovators (i.e. users/developers)
could come together to share war stories of what works and what doesn't
would be useful for everyone involved (users, developers, and especially the
Cobalt engineers that read the war stories).

I am very happy to see that this is indeed the case.  I'm also saddened by
the messages that show up on this list from people who did not get the
support they expected from Cobalt.  I'm sorry this happens.  I want Cobalt
to be an excellent organization in all of it's aspects.

There are at least two orders of magnitude more boxes out there than
employees here.  That implies that there is at least an order of magnitude
more people out there using the product externally than people designing and
improving the product internally.  To me, this implies that unless there are
ways that you can help yourselves, y'all will be continuously waiting on
"Cobalt".

Therefore, I sincerely thank all of those people out there who have
contributed to this forum in helping each other.  While I do not consider
this an official support channel, I do consider it an essential part of a
healthy community.

Keep up the good work, the constructive criticisms, and the cry's of
frustration.  While I'd love to see fewer crys of frustration, I appreciate
the fact that you care enough to let us know.  I especially liked the
letters to our VPs... that's a good audience to address that kind of
frustration.

- Lyle


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