Re: [cobalt-users] Re: Tech Support

[Kris Dahl <kris@xxxxxxxxxxxxx>]

on 2/5/00 2:02 PM, Hyrb at hyrb@xxxxxxxxxxxx wrote:

> On buying my raq3:
> 
>> The why the hell did you buy it from them? They shouldn't be selling
>> something they won't support. There are plenty of VARs that do support
>> the
>> product, (which is how it's supposed to work). You buy a car from a
>> dealer,
>> the dealer handles the service, not the manufacturer.
>> --
>> Dan Kriwitsky
> 
> 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.
> 
> The facts are that Cobalt sells the same way as the brands above.  And they
> should
> provide support that is just as good, IF they intend to survive.
> 
> Nuff said,

What industry are you talking about?  The mid to entry-level server
industry?  You are talking about the home computer industry!  The difference
is laughable!

I am willing to bet that you buy your computer gear from either Dell or
Gateway.

Mid to entry-level server gear support has ALWAYS been provided primarily
provided by a VAR.

Business computing (read: mission critical) support has ALWAYS been provided
by the VAR.

Home computers (read: like the ones bought at SEARS and Egghead) have ALWAYS
been supported by noone so you go to the manufacturer.

The benefit of the VAR, as in the VALUE ADDED in VALUE ADDED RESELLER is
reliability and availability.  You call an engineer from a VAR, they show up
at your door fix your problem, go back to their office and wait for you to
call again.  THink of it as your own support staff just sitting in an office
across town just WAITING to help you out when you've got a problem.

If you are serious about your business computing needs--that is you can
afford to have your systems down (cause you'd be out of business,
right?)--you buy from a company that has the people to support you, or you
hire your own support staff.

If, on the other hand you need a computer so you can play games and surf the
net at home--feel free to buy from anyone you want.  Its not mission
critical, and doesn't have a huge effect if it goes down.

If you aren't buying from the right people, don't complain when they aren't
there to help you.

-k