[Date Prev][Date Next][Thread Prev][Thread Next][Date Index][Thread Index]

Re: [cobalt-users] Suggestion for Sun Cobalt Team

yes yes yes yes and yes to all that.
My server has been down completly from Saturday to today, now I have anothe rproblem which means my users have no email and I can do much about it as Cobalt support in Europe are just not answering (Nor coming back to us after numerous messages) their phone.
I have lost a lot of money over this... why because I made the mistake of buying a server that is 100% more expensive than a normal one. Plus all the costs I just faced with getting the server out and back at my ISP, it would have been cheaper to pay somebody to look after a sever that would have costed me 50-60% less... so yes Cobalt should be more proactive.
I registered my machine with my email address... why was I not told that there were patches to secure my machine? and so on and so on. 

I think all of use could acrry on like thius for ever.
I just wish that the guys from this list be paid by Cobalt for their time when helping others, as they do the work of Cobalt tech support... 

Gilles


From: Peter Low <peterlow@xxxxxxxxxxxxxxxxxx>
Reply-To: cobalt-users@xxxxxxxxxxxxxxx
To: cobalt-users@xxxxxxxxxxxxxxx
Subject: Re: [cobalt-users] Suggestion for Sun Cobalt Team
Date: Thu, 22 Feb 2001 12:41:03 -0500

At 10:05 AM 2/22/01 -0700, you wrote:
> > I think Sun Cobalt Team should help users like us in this critical time 
> > as they can provide a package to reset the system configuration files
> > and binaries, without much trouble.

Alex Lee wrote:
> There is. It's called the OS Restore CD. And you can get a copy of it via 
> anonymous ftp from ftp.nl.cobalt.com/pub/iso

Hi Alex,

You're talking about an FTP site with a maximum of 15 clients allowed to
use it at the same time.  Customers are experiencing an epidemic, need
immediate assistance, and if they can fight
others to get through, can follow instructions that, to my knowledge,
were posted here for the first time by you just now.  Where are the
official instructions and official communications to customers from the
manufacturer?

If you're open to some constructive criticism, your marketing department
should jump on this and make existing customers happy.  They could turn
negative thoughts about their company into very positive ones.  Send
email to all registered server owners and let them know the steps you
just outlined to restore their servers.  Offer to overnight them free
restore CDs (you can charge them $10 postage and handling to overnight
it or be a sport and drop it in the mail at no cost).  Offer free
limited phone support specifically for "hack-related incidents" for the
next 30 days, after which the userbase can help support one another.
Place the OS Restore CD on a site that can handle a hundred or more
simultaneous clients...customers who need the CD don't want to
experience fighting to get in (as I did this morning) and it isn't
necessary.  Add OS Restore CD ISOs for the RaQ2.

Supporting existing customers at this level will only help SUN increase
its server "appliance" revenue stream in the long run, as the people you
serve become cheerleaders for you, your support and products, rather
than a constant thorn in your side as you try to expand this area of
your business.

Best regards,

Mark Shander


One additional suggestion:  if you do not already do so, Sun Cobalt should
ship all new product with a restore CD.

Peter

_______________________________________________
cobalt-users mailing list
cobalt-users@xxxxxxxxxxxxxxx
To Subscribe or Unsubscribe, please go to:
http://list.cobalt.com/mailman/listinfo/cobalt-users


_________________________________________________________________________
Get Your Private, Free E-mail from MSN Hotmail at http://www.hotmail.com.