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Hi Mike,
I'm also a reseller of Allaire products and have also used their hosting service for
many years, while my direct dealings with the likes of Chris Wood, Chris Smoother and
Lucas have
been pretty good, the same can't be said for the 'front-end' of the business.
I too have trouble getting emails and phone calls returned. Two recent episodes have
caused me to become very frustrated with them.. mainly to do with sales, and I have
had no
comment or positive response from Firmware. For example, I purcahsed a few products
just before the end of the tax year to beat the introduction of GST, one being a copy
of
Ultradev, I must have stated half a dozen times that it was to upgrade DreamWeaver 2,
yet when the package arrived on Tuesday, it states in big letters on the front of the
box
'Special Offer for DW 3 Users'. Great... so I have a copy of Ultradev I can't use,
and now I have to fork out for the upgrade, with the additional GST, just to get it
to work.
This isn't a financial problem, but the sales staff should have known about this, and
I feel that being their mistake they should at least provide the upgrade at the
pre-GST price as
I would have ordered it there and then had I known. Fortunately, it's only a single
upgrade of DW 3 that's required, but what if it was 20 copies we were buying or a far
more
expensive product?
As already stated, my experience with ChrisW, ChrisS and Lucas has been mostly
positive (although, Lucas, I never received some code from the Spectra course I
requested, any response
on a bug I submitted, or any reply to a message I sent to you regarding the Allaire
Partner Program!!) and I wish that the other areas of the company was as helpful.
Mike Kear wrote:
> I'm a reseller of Allaire products in Australia, trying to build a business
> round ColdFusion, Spectra etc, and have the greatest difficulty getting any
> sense out of FIrmware Design, their distributors in Australia
>
> They never answer the phone - only a computer answers it.
> They only call back after I've left a dozen messages.
> They never follow up.
>
> Their support took 40 emails and some VERY IRATE calls to prod them into
> action to help me with a Studio4.5.1 problem, and even then, it isn't fixed
> after months of trying. (I've given up on it with my clients - I won't let
> them waste over A$1000 on a useless shoddy product like Studio)
>
> The only people I've talked to at Firmware apologise profusely for the lack
> of interest, but there's no action to follow it up. It ends with the apology
>
> Is this just me?? Is anyone else dealing with Firmware and can claim
> they're responsive and helpful? Am I going about it the wrong way with them?
>
> Or if lots of others are having the same experience, perhaps we ought to
> form a company ourselves and lobby Allaire to dump them as distributors and
> let us do it ourselves.
>
> Cheers,
> MIke Kear
> AFP Web Development
> Windsor, NSW, Australia
>
> Mike Kear
> [EMAIL PROTECTED]
> www.afp.zip.com.au
> Windsor, NSW, Australia
>
> AFP Web Development
> AFP Electronic Forms
> AFP Models
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