Hi Jim, I believe that the support web site now allows you to re-generate the hash codes for an unserialized pipeline now by entering the serial number printed on the base of the unit. Also, Lucent is working toward improving the self-help nature of the http://support.lucent.com web site to integrate more features such as access to a solution database, which may help you to address these issues without directly contacting an engineer. If you are having problems with accessing the support site, please provide information by the feedback form here: https://support.lucent.com/cgi-bin/gx.cgi/AppLogic+dns.unauth.assistancerequ est As you say, Lucent has not been making a profit, but not everything comes down to money within the company. I know a lot of the people who have been working in the (ex)Ascend/Lucent organization for a long time supporting paying and non-paying customers. Every one of them is interested in helping to solve the problems which users like yourself experience. The decisions which have been made regarding support contracts and software licensing have not been meant as an attack on the support which people who use our equipment. Obviously, Lucent is not in a position to give away support like it used to do (as a good-will gesture). Rather the decisions are aimed at focussing our efforts on the customers who have a contract and supporting their business needs. Engineers' salaries must be paid, and those people who have service contracts with Lucent or its Resellers should get the best support possible. I'd better get back to work... Greg > -----Original Message----- > From: Jim Logan [mailto:jim at top.net] > Sent: Monday, September 03, 2001 9:59 AM > To: Daley, Greg (Greg) > Cc: ascend-users at bungi.com > Subject: RE: (ASCEND) From Hamilton Wray > > > > How about simple things, like Email support for at least > "reserializing" > units that get corrupted cause of the problem Lucent (Ascend) created > themselves with Pipeline units from SN 722xx-8xxx that > require a 1 meg > overwrite to recover passwords, and often loose their serial > number in the > process? > > Or support from the Web Page (within a couple months, much > less the 2 days > quoted) for IPSec/Firewall Updates. (Sorry Jan at Lucent, > last updates I > had to submit 2x's and took almost 2 months to get the the > "free" features > codes). > > It's all a money thing for Lucent, they are loosing tons of > it, and as a > result of their attitude (and lack of support) for Livingston > and Ascend > products which they bought up legit companies, giving good > support, free > and otherwise. I can see contracts for hardware problems, but > can't imagine > paying $200 for support just so I can get the hashcodes to > reenable my unit > that was trashed out due to bad flash/firmware upload procedures that > change with every other production unit. > > Nuff said, and hope everyone is having a great Holiday, but I > just had to > vent when Lucent even gave up allowing use of > "support at ascend.com" for > minor problems, and redirecting that all users should now > visit ESight and > get a contract. > > At 08:53 AM 9/3/2001 +1000, you wrote: > > > > > > > > > TAC or your Reseller can help you with that if you require. > > > > > > Leave it to a Lucent employee to force you have a support > contract... > > > > > > > Hi Ricky, > > > > Our support is fee based. Contracted customes > > get the choice of our time :- > > > > If I was spending all my time helping out > > people on Ascend-users, I wouldn't have a job. > > > > Thanks for the follow up with the OID strings. > > > > Greg > >++ Ascend Users Mailing List ++ > >To unsubscribe: send unsubscribe to ascend-users-request at bungi.com > >Archives: http://www.nexial.com/mailinglists/ > > ******* Top Net InterNet Services ******** > Omaha, Nebraska www.top.net > Voice: (402) 960-1494 > Fax: (402) 333-8383 > Pager: (402) 977-2880 > *********************************************** > ++ Ascend Users Mailing List ++ To unsubscribe: send unsubscribe to ascend-users-request at bungi.com Archives: http://www.nexial.com/mailinglists/