At 4:30 PM -0800 11/19/98, Dale Alexander wrote:
>I called Meade concerning the lockups with the field command in certain
>areas--the Bermuda Triangle.

It would be best if we didn't all call about this. They don't need 100
separate reports, all slightly different and confusing. Let's get the data
straight and do it all in one careful report.

>They were unaware that different scopes
>with the same version of firmware were having different results. They
>said that the problem has been in to code all along and just now
>surfaced.

Mark Taylor reported this a while back. But at that time we didn't have
such good information. At that time, it was very strange. But they now
know enough to track it down.

>They didn't know if there would be a fix or not.

Of course, they can't promise a fix yet. (Although the statement that "the
problem has been in to code all along" indicates that they've been looking
at it!) But when the fix is ready it will be a very good chance for them
to score a lot of good customer support points. They could reasonably
respond, "Oh, that's no big deal, just move away from the bad region or
don't do a FIELD operation. We'll stick an errata sheet in the manual in
the future. But it costs too much to make a new ROM version for such a
small problem." That would be typical of big companies whose financial
futures do not rest on the good will of their customers. OTOH, they could
say, "Damn fine work you MAPUGgers did on this! We'll have a fix ASAP. We
are serious about bugs in our products. Zero defects is our goal". That
would go a long way toward building real customer loyalty. It probably
won't make them any money. But it would make them a lot of friends. And
eventually, maybe, that means something.
---
Bill Arnett "Quantum Mechanics:
Emerald Hills, CA 37N 122W the dreams stuff is made of"

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