How to get support (was: Tyan alternatives cuz their support totally sucks)

[Ken Gunderson]

On Fri, 2 Dec 2005 12:49:23 -0800
Brooks Davis <brooks at one-eyed-alien.net> wrote:

> On Fri, Dec 02, 2005 at 01:30:10PM -0700, Ken Gunderson wrote:
> > On Fri, 02 Dec 2005 12:21:15 +0000
> > Dieter <freebsd at sopwith.solgatos.com> wrote:
> > 
> > > > I've been really quite happy w/the Tyan barebones systems I've deployed
[snip]
> I think this is one of those cases when it's much better do deal with
> them through a good reseller.  The reseller has much better leverage
> then most customers since they buy a lot more boards.  You still have to
> make the reseller care, but I'm had pretty good luck with that myself
> (of course, I often buy half a rack or more machines at a time which
> tends to hold their attention. :)

Thankfully I was.  But it still boiled down to terrible support on
Tyan's end until we got sales management involved.

Strangely enough Tyan's support pages boast having Annadtech's best of
the best.  I've dealt with them on 3 different issues over the months;
2 minor and one major.   No response from Tyan on the 1st two but they
were minor enough that I just let them slide.  

Now that these problems have been brought to the attention of a couple 
sales managers hopefully they will be channeled up the appropriate
ladders and Tyan will take steps to rectify. In the end (as of about 1
hour ago), I got enough satisfaction that, while the saga was
extremely frustrating and ate up tons of my time (over two weeks
of doing battle to get a DOA replacement for a machine that was
outside of their 30 day window due to the CPU's being back ordered), I'm
willing to give them another chance.

-- 
Best regards,

Ken Gunderson

Q: Because it reverses the logical flow of conversation.
A: Why is putting a reply at the top of the message frowned upon?