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My last blog provided an overview of the sophisticated support technology embedded in EMC’s VNXe products. Now let’s get nostalgic and journey back to the 1980s to discuss a machine with slightly fewer bells and whistles.
For as long as I can remember my dad has had the latest and greatest computer. The one that stands out most from my childhood is the Compaq Portable. It was a 28 lb. machine that could be folded up in a bulky suitcase that fit beautifully into most car trunks. Since the holidays are a great time to reminisce and tell stories, I recently sat down with Dad to interview him about this mysterious machine…
Me: When did you buy the Compaq portable and how much did it cost? Dad: I purchased the Compaq portable, which many affectionately referred to as the Compaq luggable, in late 1983 or early 1984 for about $3,500. I also purchased Microsoft Word version 1.0!
Me: Only $3,500, what a bargain. Why did you buy it? Dad: In 1980 when I was a professor at Georgetown Law, the school set up mini-computer terminals for word processing. The terminals were connected to a central Digital Equipment Corporation “mini system,” which began to slow down as more people started using it. Around 1983 I discovered software that would allow a PC to behave like one of my office mini computer terminals, so I started looking for a computer. The Compaq portable was less expensive than the IBM or Apple, and I liked the idea of a portable machine I could use at home or my office. Me: How would you describe the features and functionality? Dad: It was a 16 bit machine with 64K of on-board memory, no hard drive and no modem. To boot the machine I would put the operating system floppy disk in the A drive. After booting, I replaced the OS floppy disk with one that had the software I wanted to use, and put a separate data disk in the B drive. Eventually I learned how to transfer software to the OS disk so I didn’t have to do the disk changing dance so much. Each disk held only 360K of data, but I added a 10 MB hard drive later. I also bought a modem, which was a circuit board card that I installed myself. I was able to dial in to the office mini system from home with that modem to access saved versions of my work. Me: Wow, like a 1980s version of the private cloud. How did you know what circuit boards to buy and install? Dad: The Compaq had about six slots in the back of the machine for circuit boards, and magazines like PC Magazine and Computer World always had articles and ads about the latest circuit boards. Besides extra storage and the modem, circuit boards could be swapped out to enhance performance – essentially customer replaceable hardware upgrades just like many EMC customers utilize today. Since the Compaq was an IBM clone and used the same IBM standards for size and format, I had a lot of options since I could order anything created for an IBM machine. Me: How did you access technical information and support? Dad: If I was really stuck, the only customer service option was a toll-free phone number. Product manuals were also much more detailed back then, and there was a lot of print media with helpful tips and tricks. Me: What was the difference between your experiences with customer support in the 1980s versus today? Dad: Since technology is so much more complex than it was 30 years ago, it seemed easier to access the most qualified people on the phone back then. Now, it seems like there are many more hand-offs and it can be much more difficult to find the right technician when I have an issue. There are also many more channels to access support today such as online chat. Me: Whatever happened to the computer? Dad: I had warm feelings for my history with that box, so I kept it for many years in the basement. Finally in late 2007 I figured it was time to get rid of it. Out of curiosity I wiped off all the dust, plugged it in, flipped the switch, and the thing booted up! A menu program I had written in Basic that took me to the software I loaded on the hard drive also still worked. There was a guy I knew in the IT department at my office who would play with new gadgets to see if we could use them productively, so his office was littered with different kinds of computers. I knew he would appreciate it, so one day I just took the machine in to my office one last time and handed it over to him. He grinned ear to ear when he saw it. Below is a picture of my dad circa 1984. You can see the very tip of the Compaq at the bottom of the picture. If you look closely enough, you can also find a box of Maxell floppy disks somewhere on the bookshelf!
It’s interesting to contemplate just how much things have changed since the days of the Compaq Luggable. We all know modems have been replaced by powerful wireless networks, and disk drives now make up sophisticated storage arrays. But from a customer service perspective, “tips and tricks” columns from computer magazines have evolved in to elaborate online communities and forums, and additional channels such as online chat and self-help support portals have become widely adopted. As technology continues to progress at a fierce pace, take some time this holiday season to appreciate the amazing technology advances we’ve made during the last few decades (and we can also daydream about what things might look like in another 30 years). In the meantime, enjoy your holiday season and happy new year!
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