About a year ago, I wrote a short piece about how to set up and use an Intel Satisfaxtion 400 Internal modem for both fax and data under OS2 2.1. Now, based on more experience, I wish to withdraw those directions and replace them with one word: DON'T! I have been using dual Intel 400's as my main office fax (with the two line version of FaxWorks) for about a year. I have also been running a two node Maximus for OS/2 BBS on the same lines for retrieving faxes and files while on the road. I am about to junk the Intels and replace them with ZyXEL's or similar high speed, upgradeable modems. This decision is based on concerns in three areas: performance, reliability and support. PERFORMANCE. The Intel modems have generally worked well as fax modems. My only quibble is that I have sometimes had trouble sending faxes to my house in St. Maarten -- not in itself surprising, con- sidering the poor phone service there. However, I found that other fax modems -- including the Complete Fax Modem -- often had less trouble overcoming the difficult line conditions. My real concern is about the modems as data modems. I have experienced frequent Timeouts on data transfers between my notebook and desktop using the Intel modems in the desktop. Generally, when calling from within the U.S., these reduce effi- ciency by more than 50% These Timeouts do not occur using ZyXEL modems in virtually identical circumstances. I recently set up a computer in my Lon- don office with a single fax/data line serviced by an Intel 400. Again, I use Maximus to retrieve faxes. I have experienced download efficiencies from the States as low as 5%! And this occurs in both directions -- when I am in the U.K. retrieving files from the States or in the States retrieving files from the U.K. At trans-Atlantic rates, this is far too expensive to tolerate. I do not have similar trouble with other modems. Finally, I have so far been unable to use the Intels with PolyPM/2. Other modems work fine and without difficulty. The Intels fail to establish a reliable connection. This may be a prob- lem with the recommended setup string, but it adds to the picture of poor functionality as a data modem under OS/2. RELIABILITY My original two Intel 400 modems broke within the first twelve months. Both refused to allow new data to be written to non- volatile RAM, which means that they cannot be reconfigured. Both also began to experience trouble switching between fax and data mode. I replaced one with a newly purchased one and sent it back to Intel. They sent me a new one (or fixed it, perhaps, but since I got a complete new box and contents with no explanation, I do not know). The new one was defective -- it cannot answer as a data modem and handshake successfully. So out of four modems, three either broke or were defective. SERVICE The deciding factor was Intels response to my problems with the defective modem they sent me to replace the broken one. As background, know that Intel does not support OS/2. Anybody who has ever called Intel with a problem knows how emphatic they can be about this. Actually, they are quite obnoxious about it. They do their best to make you feel as if you are using their modem for something sleazy. I wrote them recently and suggested that their modems were ideal for OS/2 and suggested that I had lined up some people interested in writing Intel 400 support into SIO.SYS and to write a simple configuration utility so that one does not have to boot DOS to set up the modem. We also would have written a utility to download DOWNLOAD.400 to the modem at bootup. I asked Intel if they could provide information to assist this. They answered curtly that "that information is not available." For me, the ultimate was their response to the defective modem they sent me. When they heard that I was using it under OS/2, they refused to take it back unless I could duplicate the problem under DOS. I pointed out that every other Intel 400 I had worked properly in the identical setup (even the broken ones), but that the defective modem did not. That cut no ice. I had to find a DOS computer and set it up with the modem before they would issue a return authorization. The expense of doing this (I have no DOS computers and no DOS terminal software) would be more than the cost of the modem. I am the CEO of an international insur- ance broker and simply don't have the time to play around with defective modems. So I have decided to scrap all the Intels and replace them. I can not recommend Intel Satisfaxtion modems for anyone using OS/2 -- due primarily to Intel's obnoxious attitude.