Msg: 4708 *Conference*

10-20-93 08:26:06

From: RICHARD HANSON

To : JOE STEPHAN

Subj: REPLY TO MSG #4706 (SYSTEM PROBS)

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Joe: You may talk to Hayes on our behalf.  You are not the only one still
having problems online.  I've called them several times and left messages.
I've faxed them configurations.  The only responses I have personally received
was that they logged on for under 1 minute and went away, and said nothing.
Another time, after complaining to a finance person at Hayes, they left a big
old fax that said, "We're working on it."  Yeah right.  To this date...

* They have never returned my calls or faxes with suggestions.  Robert and I
have tinkered with all the settings to get things working as you see them now.

* They never acknowledged the facts I've left them about WorldPort modems not
being able to log on, nor of the modem configuration settings.  Again, they
have never offered feedback whatsoever.

* I've left them your numbers and other member numbers who can't log on but to
date they have never followed through.

* They've talked to Robert Benson and gave him feedback but nothing to me, and
I'm the guy who bought the modems, run the system, made the investment.

* They did exchange out the Optima modems for Ultra modems but do not address
the continuing problems with the Ultra's.  Furthermore, they sent out
reconditioned modems with no manuals.  The Optima modems did not allow Model
200's to log on and put out garbage to everyone.  The Ultra's at least allow
Model 200's to log on but do not recognize all 1200 baud (Bell 212a) modems;
they also put out garbage.  And yes, I've had the phone lines checked.

* 2400 baud calls seem to be working fine.  I've received no negative feedback
from 2400 baud callers. 

Here's the info:
 Hayes Microcomputer Products
 5923 Peachtree Industrial Blvd
 Norcross GA 30092

 404 840 9200
 404 449 0087 fax in customer support

 Rick Lacey
 Terry Rutter ext 2855

At this point I can not trust Hayes modems, or Hayes as a company.  I am
planning on replacing these modems, and am currently shopping around.  Once the
change over is complete I will write a letter to the chairman of the board at
Hayes, explaning my dissatisfaction, and the fact that I will no longer buy or
recommend Hayes modems or Hayes as a company.

You know, Joe, that due to the Hayes problems, I chose not to purchase Hayes
modems for our new service, Port Chicago's Loading Dock.  Instead, I purchaed
10, US Robotics modems.  We will need another 50+ modems for that system with
in the next year.  Hayes will not be considered.  Also, due to the demand by
clients wanting to log onto PCLD, I am constantly asked about modems.  I make
it a point not to recommend Hayes.  I say, "Buy anything but Hayes modems.
They used to be good but no longer; and they're support isn't worth the price
you pay."

Joe, you may pass this message onto Hayes but tell them not to call me.  Our
relationship is finished.  -Rick-