I really admire your patience, Greg. If I was having as many problems as
you apparently are (that is, enough problems to be "in near daily contact
with someone" at OpenSRS), I would have quit by now. Of course, if there
are very many RSP's that contact OpenSRS that frequently, it goes a long way
toward explaining the support delays.
This list is a place to discuss OpenSRS-related matters, including OpenSRS
support. And it is very useful, while waiting for an "official" response,
to post problems here to get an opinion from the RSP community. Sharing
frustration with others who are experiencing the same problems is just human
nature. I don't think it is at all inappropriate to talk about these things
here.
There are a considerable number of problems with the newly-announced renewal
policy and the newly-released software. Not talking about it won't make
them go away. Has OpenSRS done a good job? Sometimes yes, sometimes no.
Renewals have been coming for a year - everyone has known that. Delaying
implementation of the renewal process almost guaranteed that the inevitable
bugs would cause problems for the RSP's who have been around the longest.
>From my perspective, it has always seemed like OpenSRS has tended to give
higher priority to expanding their product line than to ironing out problems
with existing products. Dealing with .ca registrations took precedence over
fixing long-standing issues. The same with multi-lingual domains. I'm sure
there are good business reasons for expanding into these areas as quickly as
possible, but it has taken a real toll on the core business. The new client
code runs much more slowly and much less reliably, even when registering a
plain old .com. A lot of RSP's who can't afford to deal with the code
problems are completely re-writing the client, and some are still working
with the early pre-XML releases. I'm sure the growing pains at OpenSRS are a
result of the explosive growth of the business, but it makes you wonder if
there shouldn't be someone focusing on quality problems at the core.
I'm sure you will probably consider all this whining, but giving "cheers to
the opensrs folks" doesn't get the problems resolved. I have received
countless private emails from other RSP's having critical difficulties with
renewals, record-keeping, database inconsistency, and other problems.
In my opinion, if you encounter a problem with OpenSRS, definitely do
contact support. But in addition, let us all know about it. We may be
having the same problem and not even know it.
----- Original Message -----
From: greg
To: disscuss
Sent: Saturday, January 20, 2001 2:22 PM
Subject: re support request
Hi all
Just a short note to join in on the cheers to the opensrs folks one and
all ! I have never had a problem with them at any level and I am in near
daily contact with someone there...always polite, helpful and can always get
a answer out to me...
HAVING SAID that to all those whinny folks that like to continuously
fill this thread up with complaints about support responses time .....please
stop telling us your problems.... The support team is busy supporting may
clients not just your needs...... they literally have thousand of client and
a delay should be expected......these days of instant gratification must be
hell on support teams like ours I wouldn't want their job for anything!!!!
If you have a urgent issue like the legal kind pick up the phone and call
support or being legal call a lawyer our support folks deal in computers and
programming after all...Support is always there.... you may have to be on
hold a bit but if its so urgent you shouldn't mind waiting 2-3
minutes.......
REMEMBER you would expect them same from your customers if they have
a problem with you...You want them to tell you! not others! that may cause
them to think less of you.....!
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