Marshall,
I hope you don't mind that I'm posting the reply to your query on the
RP list, but I thought it raised some relevant questions that would be
of interest to the group.
You asked why did I seek help from the RP population on a service
question.
I don't always, but in this case I did so because past on-line
discussions led me to believe there was more laser expertise available
on the mailing list than at 3D. And perhaps this is true, as I got
responses from others who have experienced the same problem and could
not get it corrected through 3D's tech service.
One other time I had asked a question of Stratasys, and when the
answer was slow in coming I posted it on the list. Very soon after,
an engineer at Stratasys replied to my mailing list posting with the
answer. In this case, the mailing list got their attention faster
then the usual channels (which was what I was hoping for).
I know from these events that companies like 3D Systems and Stratasys
read the RP mailing list, and I use the list as a motivater when I
need to prod a company to action.
This doesn't always work, however. Other SLA users and I have posted
several complaints about 3D Systems' decision not to support HP
workstation users with the latest software -- even though we paid
their incredibly high price for software maintenance. In this
particular instance, I am disappointed to learn how unwilling 3D is to
address the issue in this public forum.
Any regular reader of the list will know I am not the only one
(Elaine) who uses the list in an attempt to prod the big companies
into providing what we feel is the appropriate level of customer
service -- whether it works or not.
Rick Lott
Hughes Space and Communications
Los Angeles CA
______________________________ Reply Separator _________________________________
Subject: Re: Re[2]: Performance metrics
Author: "M. Burns (marshall@ennex.com)" <mburns@netcom.com> at CCGATE
Date: 8/7/97 10:29 PM
Let me ask you another question. A short while ago you posted to the
RP-ML about an errant laser. While rather a strange problem, the posting
was similar to several that get posted by operators complaining about
problems and asking for the group's experience. What I wonder when I see
this sort of thing is whether the vendors (in this case 3D) are hearing
about these problems first and not solving them for you, or if you've
found their service poor enough that you've just given up on them to
solve your problems. If I were running service at 3D Systems, I'd want to
do everything possible to keep that kind of traffic off the Internet. Any
comment?
Best regards,
Marshall Burns
marshall@ennex.com
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