From: black.hole.4.spam{at}gmail.com (Don Hills)

In article , "Frank Haber"
 wrote:
>>At IBM, we usually only required a reload when the customer insisted the
>>problem was due to hardware and wanted it fixed/replaced under warranty.
>
>Yes (boo, hiss).

 (snip)

When you called support in NZ, you often got me or someone as highly
trained. If we went onsite in a billable situation, the charge was NZ$240
per hour. And years later one of the accountants confided to me that IBM
still lost money at that rate - we were mainly there to support the service
contracts that the big customers signed up for.) We were good at figuring
out the likely cause via the phone. If it smelled like hardware, we just
sent a tech out. Reload was only for those cases where it looked like the
nut holding the keyboard had come loose.

--
Don Hills    (dmhills at attglobaldotnet)     Wellington, New Zealand
"New interface closely resembles Presentation Manager,
 preparing you for the wonders of OS/2!"
    -- Advertisement on the box for Microsoft Windows 2.11 for 286

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