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Equipment Suppliers You Can Trust?
Steve Gray asks: "It has happened to all of us at some time or another. You're two weeks from deploying an application, but suddenly your testbed server falls over, and just won't get back up. After fighting with a variety of companies to try and get parts delivered for Tuesday, I'm finding that most companies will stall your order for days for reasons from random extra checks through to migration of lesser known species of Vole, business needs be damned! Who do Slashdot readers turn to when technology goes wrong? Do you trust them to deliver by tommorow, without fail?"
When I worked for people with a clue there were always redundancies and spare parts. Now shops seem to run like the Petroleum Companies (claim to, anyway) and that is heavy dependence on JIT delivery of goods. Overnight is about the best CDW or anyone else seems to promise anymore.
Gawds. We used to have actual Field Service contracts which guaranteed two hour response time, and that meant someone was on site in two hours, not returning a call within that time.
I suppose HP and IBM still offer such, but if you're on anyone elses PC's or servers then you've dug your own grave.
A feeling of having made the same mistake before: Deja Foobar
As much as I hate to admit it, Dell's parts department kicks ass. It took some doing, but we're now part of their Warranty Parts Direct program and can order ad-hoc parts to be overnighted to us. I ordered 4 motherboards last Thursday and they were here on Friday.
Our dedicated farm of Dells numbers just about 1200 servers. Initally, we had to wrestle with them over every little disk and stick of RAM. Eventually, we just had to tell their support tech what we needed, and they greased the approval skids, shipping things out the same day. Now that we're WPD, we can do it online ourselves. It took me about 10 mins to order the mobos the other day.
Yes, and send someone who knows what to do whether it's a drill or a real failure.
One place where I used to work, a drive in a RAID array failed. No problem, they sent the new kid to replace the drive--easy to tell, it was the one with the red light in the middle of the array. But being the anal-retentive organizer he was, he decided to MOVE THE OTHER DRIVES OVER so the new one would be at the end. That took the array offline of course and totally confused the controller once it did see the new drive. For more than a week they claimed the data loss was due to a "rare double-drive failure".
Oh, and of course they lost several days worth of data because the last two tape backups wouldn't restore and the heads hadn't been cleaned for six months, but you could have guessed that.
We don't use standard parts. Almost everything these days is a single board with ethernet, video, and sound, plus all the other I/O ports you could want. When the board goes, you need another around. We are buying high-end Intel Server boards, so it's not likely that any mom and pop shop will have it.
Today's alternative is to make sure that critical services are functioning in either clusters or farms. This means that the loss of a single machine is not noticed by anyone not wearing a pager. Any other services are not critical and thus not worth the immediate sweat... they get overnight support.
Certainly, you can get 2-hour support, just ask the salesman for a quote next time you're renewing a service contract - but be prepared to pick your jaw up off the ground and possibly suffer from a lifetime of TMJ.
"Beware of he who would deny you access to information, for in his heart, he dreams himself your master."
I'd recommend those above. Basically all large vendors offer taylored support contracts for large accounts, and standardised suzpport for smaller shops.
HP for instance has quite a number of different options available as seperately purchaseable support packs, including a pretty expemsive one with guaranteed time back so service (most vanilla support contracts only guarantee reaction time or appearnace time on site, leaving you with a residual though small risk that the necessary part may take longer to arrive).
You do plan your systems for a well defined service level, do you ? Else, someone should maybe start doing his job. Often a spare server is a cheaper alternative to high level support contracts - we often go this route. But keep that spare a spare - if you live in the kind of shop that happens to find its spare server miracolously doing mission critical work after a few months, you'd be better off to buy support from professionals.
I hope I don't get modded OT for this one...
It's not a computer supply company and my personal experiences with them have been non-commercial and always to the same address, but McMaster Carr is by far my favorite online store.
I first visited it on a recommendation of a friend; we needed very specific fittings for a potato cannon that we were building, and the parts were nowhere to be found in any of the hardware stores we drove to. I ordered the parts on a Tuesday around noon, and the parts were waiting in the mailbox the next day when I got home around 6. I think they came UPS or FedEx but it was a few years ago so I don't recall exactly. I had similar experiences with the rest of my orders from them (2 or 3 more orders). Also, most of their inventory is geared towards commercial purposes, so even though my order was non-commercial, I believe that they deal with companies regularly.
Want keyed Torx wrenches? Want a fire hose nozzle? Want an 18" long 0.25" diameter drill bit? No problem.
- "Nobody came out that night, not one was ever seen. But Old Man Stauf is waiting there, crazy sick and mean!"
Newegg: Prices are usually within a buck or two of best. More importantly, IMHO, is their website pricing. One of the things that causes me to recommend them is their honest pricing. The out of pocket pricing is what is in bold and the rebates and other price obfuscation is in small print (with the math done for you) if you really intend to get the rebate.
Not to long ago they tried doing what every other store does, try to deceive you with pre-calculated rebate prices in large fonts with the pocket cost in fine print. I emailed a polite letter that I was displeased with this format change and my opinion of deceptive practices and given the change I would no longer be recommending them as a supplier. They replied that it was necessary to stay competitive, especially with the price comparison sites. Nevertheless, a couple weeks later the original, honerst pricing was back in place. I doubt that my email alone was instrumental, but it put them back on my "recommended" list, plus I provide this anecdote.
CDW: Good pricing, for Chicago area great for same day pickup/delivery. If you get you order in before noon (not exact, contact your sales rep for true cutoff) their messanger pricing are on par with next day delivery. Will-Call pickup at the Vernon Hills warehouse is very responsive, I frequently place an order after 5PM on the web site and arrive just before 7PM closing and am back out the door in 10 minutes or less. If they would open an hour earlier and stay open an hour later 8AM-8PM, they would be near perfect.
Both these companies are worthy of your business.
There is no right to feel safe thru security vaudeville at the expense of everyone's freedom, privacy and tax money.
I really don't know how they do it. Quite often I can place an order before 10AM, and have the parts on my desk THAT AFTERNOON.
An incredible catalog, nearly everything actually IN STOCK, and friendly people who answer the phone and actually know what they are talking about. The prices are a bit higher than most other suppliers, but thye convenience is well worth it...
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