Very Computer

I have had two experiences with Supra Corporation's technical support

S95 defect was not a defect, but a bug.

Please post, terri: What's the difference between a defect and a bug?

Next, in speaking with the manager of Supra's technical support
department, I was told that version 1.200-H corrected a defect wherein
the Supra modem would report a false /ARQ connection.  I take it that
since 1.200-H solved this problem, then it should be reproducible in
version 1.200-C.  Does anyone know what bug the tech. manager was
describing, and how I could reproduce that bug in a modem with 1.200-C
ROMs?

In that same conversation, I was amazed to find that after more than
nine months, Supra has a beta ROM which solves _part_ of the problem.  
Just think -- if I had sent my modem back for a repair when I found this
defect last April, Supra would still have it today, and would still be
working on it, while my warranty would be 15% gone and still lapsing.

Furthermore, when I told the tech. manager how to reproduce this
problem, he _couldn't see_ what was wrong with the modem's behaviour.  I
had to explain to him _why_ the behaviour of the S95 bug is incorrect.
This was the tech. suppport manager!!  I felt like asking, "Is there
someone there I could talk to who knows about modems?"  The technical
support manager couldn't see the problem when it was right before his
eyes, until I explained it to him.

The tech manager claimed that SupraFAXModem V.32bis has a 90-95% customer
satisfaction ratio.  I would like to take a straw poll via email.  Send
me a yea or nay on whether you'd have bought a Supra, if you knew then
what you know now.  Given your yea or nay, do you plan to buy more SFMs,
based on the performance of the one(s) you have?

I will acknowledge that the net is not representative of the buying
public, but I would submit that the net is more informed than the average
modem consumer, and therefore is a better judge of modem quality.  How
do other net.readers assess the quality of Supra's V.32bis faxmodem,
and the quality of Supra's technical support?  Post here, preferably.  
E-mail responses will be summarized.

--

        Support: not good. Phones are always busy, then you get a rather
rude sounding 'GOODBYE', as if they don't want you to call back.

        BBS: If you complain enough they just might help you.

        Solutions: You have lots of line noise, although you never see
it, and how does that keep the modem from answering a ring?

        SupraFAX modems have LOTS of trouble connecting to the same
brand! I had 4 of them, and I never connected one to the other! Not even
at the most simple setups, and I had 3 rom revisions.

        Good if you don't plan on calling another Supra, and don't run
a BBS.

--
   Amiga Graphics BBS  xamiga.linet.org (516) 473-6351  24 HRS 14.4 v.32bis
ixemul.library mpeg_play mpeg_movies jpegs gifs 3d_objs music_mods adobe_fonts
ONLINE: Louis Leclerc's Japan Yes and related files about our trade relations.
         login: ANONYMOUS password: GUEST for unrestricted downloads

|> I have had two experiences with Supra Corporation's technical support

|> S95 defect was not a defect, but a bug.
|>
|> Please post, terri: What's the difference between a defect and a bug?
|>
|> Next, in speaking with the manager of Supra's technical support
|> department, I was told that version 1.200-H corrected a defect wherein
|> the Supra modem would report a false /ARQ connection.  I take it that
|> since 1.200-H solved this problem, then it should be reproducible in
|> version 1.200-C.  Does anyone know what bug the tech. manager was
|> describing, and how I could reproduce that bug in a modem with 1.200-C
|> ROMs?
|>
|> In that same conversation, I was amazed to find that after more than
|> nine months, Supra has a beta ROM which solves _part_ of the problem.  
|> Just think -- if I had sent my modem back for a repair when I found this
|> defect last April, Supra would still have it today, and would still be
|> working on it, while my warranty would be 15% gone and still lapsing.

Not that it would be much consolation but according to (I believe) Federal
law, the warranty is extended for the length of time the manufacturer
(or their authorized repair facility) has your item.  This applies to all
items for the obvious reasons.

Disclaimer: I am not an attorney nor do I play one on TV.

Jeff Gottloeb

Did I miss a post somewhere?  What problem do you have with S95?

I, too, would like to know what Supra considers the difference between a
defect and a bug.  (Is one covered by warranty and the other not, for
example?)

Quote:>Furthermore, when I told the tech. manager how to reproduce this
>problem, he _couldn't see_ what was wrong with the modem's behaviour.  I
>had to explain to him _why_ the behaviour of the S95 bug is incorrect.
>This was the tech. suppport manager!!  I felt like asking, "Is there
>someone there I could talk to who knows about modems?"  The technical

You were speaking with the tech support manager!!  He manages
people.  He's not supposed to be a modem guru.  You should have
gone with your feelings and asked to speak with someone who
knows about modems.  (Only, as usual, be polite.  SHOUTING DOESN'T
GET YOU ANYWHERE!  Sorry for shouting...Just trying to make a point.
BTW, have you ever been a customer support person?  It ain't easy...
especially when you get shouted at all day.)

Quote:>The tech manager claimed that SupraFAXModem V.32bis has a 90-95% customer
>satisfaction ratio.  I would like to take a straw poll via email.  Send
>me a yea or nay on whether you'd have bought a Supra, if you knew then
>what you know now.  Given your yea or nay, do you plan to buy more SFMs,
>based on the performance of the one(s) you have?

Yea.  (Sorry, my mailer is still fubared...But my poster works!)
I don't need any more, but I told two friends about them, and so on...
I almost wish I did need more...There are a lot of cheap ones available!

BTW, I have 1.200-C, and it works fine.  Perhaps they should just stop
trying to fix bugs.  It sounds like they're creating more than they fix.
--
-----------------------------------------------------------------
Sid Van den Heede               Van den Heede Computing

Phone/FAX +1 519 746 0576       Waterloo, Ontario, Canada N2J 2C9

Well I do run a BBS and I do call other Supras and it works perfectly.

Support is great. I sent a message to their CompuServe account and got the
answerback 2 days later. They sent the modem with the H roms in so I sent
another e-mail to their account. The reply, back next day saying the new
roms would be posted out at no cost. They arrived 5 days later.
---

[Other stuff deleted]

I have to say, these constant posts about supra's quality in the v.32bis
faxmodem, have disturbed me.  I did not read this group until after I got
mine.  But I have to say that it has done nothing to confirm my fears,
planted by all the negative messages, I didn't say that these people did
not have problems, but only that I have not had any.  I can hook up to my
university dial in at 14.4k upload and download at zmodem, and get almost
theoretical throughput on uncompressed files of 3600cps under Procomm Plus
for windows.  I did have problems running the DTE speed 57,600 but after I
got my 16550 and put it in the serial card, not problems at all.  I even
recieved faxes from Microsofts automated fax service, with no problems.  I
seem to hook up well with all the local high speed modems, and haven't had
it lock up, or drop line without warning, or at all rather.  I did have
one problem with a dial-in line, it would get stuck on negotiating, but I
suspect it was a problem with that particular line, I don't see it
anymore, they must have fixed the setup on that dial-in, or replaced it
all together, the rest of the time, no probs..

P.S.  I can't say what there technical support is like, I haven't needed
to call them yet.  I do have the H-roms, and was thinking about the
caller-id, I may call them up to get this some time, but dunno..

I have had no problems with my SFM since I bought it 2 months ago.
I am using it to access a GatorLink box that both a SFM and Zoom v32 bis. modem in it. No problems so far, none of the heat problems, no lockups, I did get disconnected a couple of times, but I believe it is due to poor lines into UNM
rather than the modems themselves. Gator uses them a lot at their plant and had high raves for them. I would have gone with Microcom instead.

--
+-----------------------------------------------------------------------------+
+ David Goldstein, University of New Mexico SOM Educational Computing Coordinator  
+-----------------------------------------------------------------------------+


+ Span:      unmb::dgoldst                                                
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+-----------------------------------------------------------------------------+
+ The opinions expressed here are mine, as usual.                            
+ No snide remarks or flames about the name of my computer.

I have also had no problems with my SFM V.32bis since I bought it 2 months ago
(with the H-ROM).

I have the external model connected to a Mac SE/30. I have had no problems
connecting to data modems, other than having to specify a 2400baud connection.
The other modem gave up before the SFM had finished negotiating, so I had to
set the 2400baud speed and dial back. No problems connecting to the campus
switch (V.32, 9600baud, local call) or the Supra BBS (V.32bis, V.42bis,
57600baud, long distance - like the speed!!!). I wish there were more V.32bis
modems around!

The fax side also works well. I have faxed locally, across state and
internationally without problem (both send and receive). The connection
speed varies according to line quality and the machine at the other end. I
have been pleasantly surprised how well the default settings have worked.
My only peeve is that the silent answer feature is not supported by the
FAXstf software. This would be ideal for me since I can let the answer
machine handle the calls and let the SFM listen in and pick-up if necessary.
The answer machine will quit if another extension is picked up. This avoids
the need for an extra piece of hardware to direct the incoming call, or a
separate line. I look forward to its implementation...eventually.

I think this fax/modem is excellent for the individual user, though you
would not have thought it if you read the net. However I am a individual
user and do not run a BBS and leave the modem on continuously. In this
latter case, I would suggest investing in a more expensive workhorse modem
though I have no suggestions as to which!!

Richard.

 /o o\  Washington State University  
(   ) ) Voice (509) 335-7728  Fax (509) 335-9688
 \_u_/  "To err is human, but to really*things up takes a computer!"

Still wondering why one hears the best and worst...

As has often been said, one can hear strange noises when the speaker
is      turned on. What I hear reminds me of the typical harmonics of the line
frequency
one can hear from sensitive equipment that is not well shielded (if
unbalanced)
or which does not reject sufficiently the common mode 'line noise' (if
balanced). Could it be that the Supra input circuitry is badly designed
with respect to common mode rejection, and that only people who are using a
line with a lot of common mode noise on it have trouble ???        /AF