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

[Jeff Lasman <jblists@xxxxxxxxxxxxx>]

Let's go through this one step at a time <smile>...

But first let's note that this is the first weekday since my post; I'd love 
to see Cobalt's response.  I don't intend or mean to be antagonistic 
towards Cobalt, just to describe something as I see it (which is what I do 
in my "Interesting Times" column.

More inline...

At 10:04 PM 2/6/00 +0000, you wrote:

> 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.

I'd have to ask what and why.  Did you read everything Cobalt published 
first to see if the machine would do it?  Or did you just presume it was a 
linux box and you could configure it yourself?  If the former, and the 
Cobalt literature says the machine can do it, then (since they're selling 
it as an appliance) you should expect them to supply instructions on how to 
do it.  If the latter, then you're obviously using the box outside its 
intended use.  Kind of like using a toaster oven to wash your clothes 
<smile>.  If you can get it to do it, great, but if you can't, it's 
certainly not the manufacturer's fault.

> The inteface on the Qube2 that I have is great, but (from reading
> this group) you just CANNOT run it by using that interface.

What specifically does Cobalt say you can do that you can't do from the 
Interface?  There's a lot of stuff I can't do from the interface, but we're 
talking about you, not me, here...

> ok, so maybe I
> was naive expecting this, but it was sold to me on this premise.

Okay, what premise?  Be specific.

> 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.

Now we're getting somewhere.  Is the error message in a knowledge base?  If 
not, then certainly you can expect either your supplier or the manufacturer 
to tell you what it means.  And they should be willing to tell it to you in 
writing.  If the "appliance" continues to generate "errors" "in normal use" 
then it is most likely returnable under the Magnuson-Moss Warranty act as 
unsuitable for the use for which it was sold.  That's an implied warranty 
that generally cannot be disclaimed away under the act.

> 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.

If your dealer sold you a "server" he has mis-sold the product and 
certainly has liability under the Magnuson-Moss act.  Cobalt most certainly 
is selling an "appliance".

If I want to make my RaQ2 work as a server, that's my business, but I can't 
expect Cobalt to make it do that.  I can't even expect them to include all 
the tools to make it do that.  If I want to extend the capabilities beyond 
those advertised, it's obviously at my risk and expense.

I'm currently looking at some other options, but it appears at this time 
that if I want a 1u Linux server my best bet might very well be to buy a 
RaQ3, gut it's software, and install a generic Red Hat 6.1, or even another 
linux entirely.  However I do have to remind you that the Linux community 
is mostly a do-it-yourself community; you won't get near the handholding 
from any part of the Linux community that you do from Cobalt.

Personally, in spite of that, I'd be more likely to buy a generic 2u or 3u 
case, and install my own Linux.  But I've been using Linux (and advocating 
it for Internet use) since kernel version 0.99, so by now I have at least a 
bit of familiarity with it.  If you don't, then use the "appliance" but use 
it for what it's made for.

If your purpose in purchasing the "appliance" is to avoid having to hire 
someone like me (with advanced Linux knowledge) then well and good, but 
don't expect to be able to make it do what it's not designed to do, without 
a lot of pain.

Hire a good Linux tech; it should only cost you in the neighborhood of $50 
to $75 thousand a year.  Don't want to spend that?  I can't say I blame 
you.  Find a good consultant (I'm often available in the $75/hour range on 
short-term projects, others may be more or less expensive).  Don't want to 
spend that?  Then either accept the RaQ for what it is... or don't.

Jeff