Re: Interesting Times (Was: Re: [cobalt-users] Re: Tech Support)

["Dave Ashworth" <dave@xxxxxxxxx>]

I'm with you Jeff, if you are going to be a VAR add some value, it's just
that I feel the problems I am hitting myself require A LOT of unix/Linux
knowlege.  The inteface on the Qube2 that I have is great, but (from reading
this group) you just CANNOT run it by using that interface.  ok, so maybe I
was naive expecting this, but it was sold to me on this premise.  When it is
working it's great, but every now and again wham! something happens, a
strange message from mail system or something and I know that my supplier
will not be able to resolve the issue, they just don't/won't know.  This is
my worry, I have no direct support path.  I understand that Cobalt should
not necessarily be expected to solve every end users problem (that's up to
us) but I would expect some official help.  It's definately this 'applance'
mentality.  The Qube is not an applance it's a server, just like HP or DELL,
don't expect to just plug it in and forget it,  it just won't happen.

Dave


----- Original Message -----
From: "Jeff Lasman" <jblists@xxxxxxxxxxxxx>
To: <cobalt-users@xxxxxxxxxxxxxxx>
Sent: Sunday, February 06, 2000 3:07 PM
Subject: Interesting Times (Was: Re: [cobalt-users] Re: Tech Support)


> At 05:02 PM 2/5/00 -0500, you wrote:
>
> >Wrong industry friend.  If I buy a Compaq from Sears, my support comes
> >from Compaq.
> >When I bought my HP from Egghead, the support comes from HP.  When I buy
> >an IBM from
> >Best Buy, the support comes from IBM.
>
> True.
>
> >The facts are that Cobalt sells the same way as the brands above.
>
> Absolutely not.  There is a big difference between selling through
> resellers and selling through "Value Added Resellers" (VARs).  Frankly,
I'm
> NOT going to go through a tutorial here; it's been discussed ad nauseum
> over the years in such publications as Computer Reseller News, and Smart
> Reseller.  Moans and groans over the years, too, as companies such as
> Compaq, HP and IBM have created no end of channel conflict and channel
> confusion by selling in both ways.  Read one of the good Value Added
> Reseller publications for rather complex and passionate discussions on
both
> sides of the issue.
>
> But importantly, at the bottom line, look at that term "Value
> Added".  Sears, Egghead, Best Buy, are hardly Value Added
> Resellers.  They're bulk box movers.
>
> Value Added Resellers ADD VALUE.  They're expected to add value, under the
> contract they've got with the vendor (in this case Cobalt).  The value, in
> this case is support.
>
> I sell a software package; it's a mail transport agent (such as Sendmail)
> that includes some features of a proxy (Squid) and a mailing-list server
> (Majordomo).  But it's a Windows-based product, not a Unix-based one.  You
> can find it at <www.mailtraqna.com>.
>
> Want to resell it?  Fine.  You can get a nice discount and a link off our
> website.  But you need to sign a contract with us, and that contract says
> you'll be the first line of support for your own customers.  Yes, we offer
> 24/7 support by telephone, by fax, and by email (and yes, we can charge
for
> that support after 90 days, although frankly, we haven't done it yet,
since
> most people don't call us after the 90 days).  And yes, we offer mailing
> lists where our clients can get a lot of self-help and interaction
(similar
> to the cobalt-users list).  But the bottom line is that we expect our
> dealers to support our software.  And that's why, even though Mailtraq
> carries the Designed for Microsoft Windows logo, you won't find it at
> Sears, or Egghead, or Best Buy.
>
> >And they should
> >provide support that is just as good, IF they intend to survive.
>
> Here, I think we agree partially.  They SHOULD supply tech support.  Even
a
> high level of tech support.  But not for the reasons you state.  For a
> different reason:  because they sell it as an appliance.  And appliances
> are NOT sold to typical VAR customers.  Appliances are sold to
> non-knowledgeable end-users. By advertising it's product as an appliance,
> Cobalt holds it out as a different class of product than most
> computers.  It's now covered by consumer warranties, which are quite
> different than warranties that apply in commercial trade.  You did know,
> didn't you, that the Magnuson-Moss Warranty act DOES NOT cover your Dell
> computer but probably does cover your RaQ and Qube because of the way
> they're advertised, right?  And, by the way, Cobalt will probably deny
that
> Magnuson-Moss covers them.  They'll probably parade a whole bunch of
> lawyers in front of you that tells you it doesn't.  My opinion (and
> although I'm not a lawyer, I've been writing consumer advocacy and
> muckraking columns for over ten years) is that because they hold the RaQs
> and Qubes to be appliances, they probably are.  The answer of course will
> be decided by juries, jurisdiction by jurisdiction, if and when any
> end-user/consumer decides to sue under it.  Or, more likely, by Cobalt,
> case by case, if and when they decide to settle.
>
> If my RaQ is an appliance (which after all, is the way it's sold), I don't
> need a complex warranty.  I shouldn't need any complex level of customer
> support (just like I don't need it for my toaster or my washing
> machine).  I need repair when necessary (which can be supplied by either
my
> dealer, Cobalt, service organizations designated by either, or independent
> service organizations I can pick and choose).  And I need to know if the
> appliance does the job I need done.  Just as I won't buy a two-cycle dryer
> when I need three cycles, and I won't buy a gas stove when I need
electric,
> I won't buy an appliance that doesn't do the job I need done.
>
> As you might imagine, the "appliance" designation isn't a mature one yet,
> in our industry; that's what the Magnuson-Moss warranty act is all
> about.  But lest you think the act helps YOU, the user/consumer, let me
> point out that the purpose of the act is to define how a manufacture can
> LIMIT his liability.  Want to know more about warranties?  Check out
>
<http://www.freeadvice.com/gov_material/ftc-business-guide-to-fed-warranty-l
> aw-toc-5-87.htm>.
>
> Cobalt may or may not sell me another RaQ (I'm renting the one I've got
> now, and can walk away from the month-to-month contract at any time).  Now
> that I know what a RaQ can and cannot due, frankly it depends on whether
> one fits my needs or not.  It's no coincidence that Linux has gotten to
> where it is today in spite of the fact that until recently no one company
> has offered "Customer Support".  And it's no wonder to me that Cobalt
> customers spend so much time demeaning current customer support;
requesting
> better customer support.
>
> I write a column called "Interesting Times"; it's a rather informative
(and
> rather one-sided <grin>) discussion of how technology that's supposed to
> help us bites us instead.  It's name comes from an old Chinese curse: "May
> you live in Interesting Times."  And if I may close this post the way I
> often close one of my columns:
>
> Cobalt is definitely a pioneer in this new class of product called
> "Internet Server Appliances."  And for Cobalt and its users, the next few
> years will indeed be Interesting Times.
>
> Jeff Lasman
>
>
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