We had a power supply die on one of the nodes on Sat 6th Jan.
I sent an email to stream line on the Tuesday 9th.
They replied on 10th asking for more details of the contract. I passed
what I had (and cc'd Jeremy) on the 10th.
Then heard nothing so sent a further email on the 12th.
Finally after no news I phoned on Wednesday 17th, when they said they
were trying to source a PSU, but also asked for more details of the
system serial number, and PSU type. (Which makes me think they had done
nothing). They then asked me to send the whole system back, I said I was
reluctant to do that as I would want to either remove the hard disk or
back it up first. They then agreed to send a replacement PSU direct to
me so that I could swap it and send the dead one back.
I'm now waiting for it to arrive.
I got the feeling I was talking to someone working out of his garage not
a main stream vendor.
They will not be high on my list of suppliers when I next buy kit.
Cheers Pete
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Peter Gronbech Unix Systems Manager and Tel No. : 01865 273389
SouthGrid Technical Co-ordinator Fax No. : 01865 273418
Department of Particle Physics,
University of Oxford,
Keble Road, Oxford OX1 3RH, UK E-mail : [log in to unmask]
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-----Original Message-----
From: Testbed Support for GridPP member institutes
[mailto:[log in to unmask]] On Behalf Of Coles, J (Jeremy)
Sent: 23 January 2007 13:55
To: [log in to unmask]
Subject: Re: GridPP 4-node cluster WARRANTY issue
Hi Santanu
I would assume it is a standard clause and the two days begins once
Streamline are made aware of the problem. Email is not always a good way
to confirm that the company is reacting to something raised so my first
suggestion would be to phone and get a contact name of someone who is
made aware of the situation.
We seem to have had a few issues with these machines but no systematic
recording of the problems has taken place so that we can address
problems globally. Therefore please could any site that has had a
problem with a Streamline machine let me know:
1) When the problem happened
2) What the problem involved
3) How long it took to resolve the problem
4) Any other comments.
Once I have this information I can consider how to address any wide
spread responsiveness concerns.
Many thanks,
Jeremy
-----Original Message-----
From: Testbed Support for GridPP member institutes on behalf of Santanu
Das
Sent: Tue 1/23/2007 1:03 PM
To: [log in to unmask]
Subject: GridPP 4-node cluster WARRANTY issue
Hi all,
We have a problem with one of the GridPP provided head nodes. One of the
them is out of service due to hard disk failure and needs to be
replaced. I sent an e-mail to Stramline (at
[log in to unmask]) on Friday and till now, no reply from
them. According to this warranty guideline:
http://www.gridpp.ac.uk/tb-support/warranty.txt - it says "Faulty system
or components will be replaced within 2 days". Does anybody know when
this "2 days" starts - since they get the first mail from the client or
from the day they send a reply? The company is so unprofessional and
incompetent, they don't even understand the degree of "importance". Any
suggestion(s) from anyone?
Thanks,
Santanu
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