Customer Support Problems with Microport

[John Plocher]

+---- In article <220 at njs.UUCP> Karl Vollbrecht writes
|
|	- One of the systems, uses MP system V/386 with DOS merge.
|	  This system has a "pre-release" version of DOS merge.

	We have been shipping a Pre-Release version because that is what
	we have gotten from Locus.  We now have the "real" version, and
	are getting ready to release it to production next month.

|	  wishs to use a logi-tech mouse (Which does not work) and the

	mice and other direct attach devices *will* work in the upcoming
	version or I won't release it from QA.  Period.

|	  some special person is not there

	I am giving a copy of this to him.  He *will* follow up to you.

|	- First, before the system was purchased, I called MP
|	  to see which tape backup drive was suitible for use
|	  with their UNIX.

	I will get to the bottom of this - I have (personally) an
	Everex EverStream 60 QIC-36 full length card which has no
	problems; we use QIC 02 half length cards in house for our
	own backups.

|	  drive didn't work.  The documentation said "newer ev-810
|	  will not work with our software".  Well, I'm still

	I am trying to find this doc - and why our driver doesn't seem
	to work with all the 810 cards.

|	  I called many times on this problem,
|	  was told that the 386 person only worked there two hours
|	  each day,

	BULLSHIT.  Whoever told you this had his/her head up his/her ass.
	We have several tech support people who are 386 "gurus".  We do
	have people who are in charge of 286, 386, and Dos Merge development;
	they don't usually spend time in Tech Support (They are in Engineering)
	but sometimes they do spend one or two hours per day on the phone.

|	- Whatever happened to the "Greenhills" compiler that was
|	  advertised?

	It is going through QA a second time - it failed the first time
	thru and needed quite a bit of work.  It is scheduled to go out
	with the September releases.

|	                                          PEOPLE WHO BUY
|	  SOFTWARE THAT IS BROKEN SHOULD NOT HAVE TO PAY FOR THE
|	  REPAIR ONE DAY AFTER THE PACKAGE IS RECEIVED!

	I agree 100%.

|	- Another problem with the same customer, is BAD BLOCKS.
|	  the installation procedure for MP/386 is defective if

	Fixed in the September release. (V/386 SVr3.0 ver 3.0)

|man named "John Plocher" sounds noble, and I hope he gets this message in
|a bottle.  Maybe he can help?

	Thanks. I am new at this job - having made the transition from
	customer to Customer Support Manager less than a month ago, but
	there are many things I plan to do to make Microport a better company.

	If there is anything I can do, drop me a line (email or Snail Mail or
	phone) and I will do whatever I can to make things right.

| Karl Vollbrecht
| (414) 358-1180  (poor unused phone number)
| Vollbrecht & Associates
| 6515 N. 40th Street
| Milwaukee, WI 53209

	-John Plocher
	 Customer Support Manager
	 Microport Systems, Inc

	 plocher at uport