Xref: utzoo comp.os.vms:16710 comp.sys.dec:1648
Path: utzoo!utgpu!attcan!uunet!ingr!bluntb
From: bluntb@ingr.com (Bob Blunt x6849)
Newsgroups: comp.os.vms,comp.sys.dec
Subject: Re: Emulex QD32 - VMS Woes
Summary: My $.02, originating from (maybe) a different perspective...
Keywords: QD32, VMS, QBus
Message-ID: <6112@ingr.com>
Date: 11 Aug 89 13:28:38 GMT
References: <16814@ut-emx.UUCP>
Organization: Intergraph Corp. Huntsville, Al
Lines: 60

In article <16814@ut-emx.UUCP>, mike@ut-emx.UUCP (Mike O'Donnell) writes:
> 
> We have a MicroVAX II with an Emulexe QD32 controller and 2-Fujitsu
...
> 
> First, there is apparently a hardware priority conflict between the
...
> problems with this controller when VMS 5.x is installed.  Any info on
...
> Also, Emulex has told me about an upgrade that may be purchased.  However
...
> help, have any of you found yourselves in this situation?  What to do, what 
> to do?  Are there any reasonably priced replacements for the QD32?
...
> Thanks, Mike O'Donnell


Mike,
    I've posted this, mostly because there may be some system managers that
haven't had to deal with vendors in this manner before that this might help.
First;  Did you purchase directly from Emulex, or did you buy from another
source?
Second;  Who did you contact at Emulex?

I'd recommend (from both sides of vendor roulette) that you call the regular
Emulex SUPPORT number listed in the techmanuals.  If you get (or have gotten)
the same substandard response, ask to speak to a manager immediately.  If the
analyst refuses, return a call to the same number, but ask for a manager of
the group that handles your controller.  If nothing else, you should demand
(and receive) an explanation for the long delay.  Explain your situation to
the manager, and emphasize that you bought the controller in good faith that
it would operate correctly (Operating system should make no difference here).
You may have no legal ground to stand on (like here in Alabama, we have no
automotive lemon law, for instance) in your state.  Emulex does have some
reputation to maintain.  There should be some alternative to the month-long
turn-around.  The manager may give you that alternative.  Stress the repu-
tation thing.  If you get no help with the support channels, try to go thru
your salesperson (and put the same heat on them).  They may have a way to get
you an exchange or loaner.  The only other alternative might to purchase a
support contract with them.  If you bought from someone besides Emulex, you
may have another level of "reputation" to threaten (and they may have the
corrected boards in THEIR stock).

I had a similar problem with an Emulex QD-21 and a second ESDI drive (that
required different parameters in NOVRAM), and spent three days on the phone
with them (and my vendor) getting it right.  Finally, I got somebody that
recognized to problem, and the drive came right up, no problem.  After two
very long nights on the phone with the Emulex analyst.  We had a different
situation, in that the system disk was on the same controller, and thus had
a little more hold on them (look, BUDDY, my system won't EVEN boot now...).
In many ways, treat the situation like you have an automotive lemon;  you'ld
get irate with whomever it took to get it fixed at the least cost, wouldn't
you?

Bob Blunt
-- 
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 "Growing older, but not up"      J. Buffett ||  Bob Blunt       | M.S. IW1600
  "My metabolic rate is pleasantly stuck"    ||  BLUNTB@INGR.COM | INTERSnail
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