Desktop V: First-rate or frustrating?

I read with interest Mr. Frye's Op-Ed piece on Desktop V [FCW March 17]. In general I am very happy with the Desktop contracts particularly because of the great warranty coverage and software upgrades. However Desktop V has some aggravating flaws.

First my major bargaining tool payment to the vendor is removed from my hand. Someone else spot-checks orders which may or may not include mine. If his paperwork is in order (with or without an inventory) my computers ship and the vendor gets paid. When I inventory the shipment and discover several missing parts I'm left on my own to deal with the vendor. Under GSA or through direct buy I would not pay the vendor until I had received everything.

Second as to "SSG follows up to make sure the customer is satisfied with the product and vendor": After three orders I have never had someone from SSG do any follow-up with me and my office is down the block from their offices! Calls to the Desktop V contract monitors receive nice words and "We're working on that " but no action.

I'll repeat: I'm generally happy with Desktop IV and V the products have performed well and I consider them a good buy for my money. However all is not peaches and cream as Mr. Frye implies. The manpower and time I have expended trying to correct problems with 26 systems do not make Desktop V a "best value."

Lt. Col. Raymond J. TycAir ForceVia the Internet

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