As a VAR for the Mercator Product line, I'm a little biased here, but first
of all, I agree with WDM that Mercator service is outstanding. I think that
is underlined by the fact that we've seen literally dozens of e-mails here
complaining about Support, and not one of them regarding Mercator. (By the
way...Mercator is still "part of" TSI...the company has changed their name
to Mercator.) Folks, there's nothing this product can't do, and even if the
solution isn't readily apparent, Support or Mercator P.S.D. will steer you
in the right direction in a very responsive manner.
Chuck Boucos
Willow Farm Solutions
http://www.willowfarmsolutions.com
-----Original Message-----
From: Electronic Data Interchange Issues [mailto:[EMAIL PROTECTED]]On
Behalf Of Mojica William-FWM008
Sent: Tuesday, October 03, 2000 3:05 PM
To: [EMAIL PROTECTED]
Subject: Re: Harbinger Support
They are a little better with us, However the overall service is not that
great, I had previous Experience with Mercator when they were part of TSI,
and their tech support was outstanding.
(Just in case you never know)
Disclaimer: My opinion does not reflect the opinion of my employer.
WDM
-----Original Message-----
From: Kayla Talbot [mailto:[EMAIL PROTECTED]]
Sent: Tuesday, October 03, 2000 2:05 PM
To: [EMAIL PROTECTED]
Subject: Harbinger Support
I agree, this is a good forum for support issues. Harbinger is by far,
the worst company I have ever dealt with when it comes to support. We
have been told, by Harbinger, that the best way to get support is to
leave a voice mail and they will return our call within 2 hours. To
this day, we have never received a return phone call from them., and we
have left plenty of messages concerning different issues. They also get
zero points for follow up when you can get a hold of someone in the
technical department. I often wonder if a black hole opens up and
swallows their support people when they say "I need to look into that
and will get back to you", or something along those lines. Also, their
sales reps seem not to care about their customers either. Again, it is
the same way as with the support department. I have left several
messages and sent several e-mails in the past about various issues with
our sales rep. No response. I've come to the conclusion that
Harbinger's sales people do not actually exist. They only have voice
mail and e-mail set up to make us believe they do.
One question, why are we expected to pay a yearly maintenance fee when
we cannot get any kind of support on the product when it is needed? I
guess we don't need to worry about the new pay per solution since we
never get to a point to get a solution!
Kayla A. Talbot
Sears Manufacturing
(319)383-2882
[EMAIL PROTECTED]
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