Charles Dewar wrote in a message to Bob Juge:

BJ>Floyd Drennon wrote in a message to Bob Juge:

BJ> FD> This is the worst example of customer support I've seen in a long
BJ> FD> time.

BJ>I'd like to know how you would have prevented it.  None of the beta
BJ>testers had defective units, and apparently the ones used in USR's 
BJ>DQ testing labs were OK too.

 CD> Perhaps they couldn't have prevented it, but I think a better
 CD> response would be to hotswap the modems rather than asking the end
 CD> user to be without the Courier for 10 days or more.  After all, we
 CD> paid a premium for our modems to get superior support.  I can't see
 CD> it costing that much more to do a hot-swap... same postage after
 CD> all.

I agree completely - BUT, as I said earlier, wait until you see an
_official_ announcement about how USR will be handling the issue before you
start throwing stones...

                                   - Bob
Internet  : bob{at}juge.com

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