Called Streamline this morning again ( 0845 130 8823 doesn't work any
more so tried 01926 623130), the lady picked up the phone put me on hold
for couple of minutes and then came back to ask my contact number and
said: " I think something is going on there, someone will give you a
call in next 30 minutes". So, I'm waiting..............
I don't think anybody will do the same mistake to put them high on their
list of suppliers. That's not the problem, I suppose. The actual
problem is the mistake is already been made.
Cheers,
Santanu
Peter Gronbech wrote:
> 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
>
>
> ----------------------------------------------------------------------
> 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]
> ----------------------------------------------------------------------
>
> -----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
>
|