We did purchase v6.02, and I was told on the phone that I could only get
phone support for it for 60 days, which expired last month. Therefore, the
argument that I can get support for a year from that purchase is a moot
point, as I know what I was told on the telephone.
We moved the entire set of domains to the box it is now on due to a
performance issue. Making the mistaken assumption that putting it on 5x the
box would help. It has done no good at this point.
I have provided the exact information that everyone is asking for many many
times, yet nobody seems to pay attention to that. They keep asking the SAME
questions over and over again. Perhaps if someone came up with some NEW
questions it might diffuse the situation some. YOU are not under the gun
like *I* am. YOU are not the one stuck supporting something that SOMEONE
else chose. *I* am. I come to YOU for help in supporting YOUR product, and
YOU seem not to want to help. So you will just have to excuse me if I seem
a bit frustrated with the lack of help.
How about rather than becoming part of the problem you become part of the
SOLUTION. You know. If I had a customer that had been asking me for help
for WEEKS, out of courtesy, I'd probably give them a call and see if there
was anything I could solve that way. If nothing else, it just makes good
sense from a support and business sense.
I have been providing information for weeks with no resolution. All I get
is Try this and try that....Over and over again. It's usually the same
things over and over again. So, yeah. I'm frustrated. Yeah. I'm pissed
off. But I think I have a right to be. After several weeks of asking for
help and receiving nothing but the same answers and questions over and over
again. You going to tell me that YOU like going around and around in
circles? Wouldn't you be annoyed if YOUR vendors didn't seem to give a damn
whether or not their product was functioning to your satisfaction? I bet
you would.
-----Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED]]On Behalf Of Daniel Donnelly
Sent: Tuesday, May 09, 2000 7:11 AM
To: [EMAIL PROTECTED]
Subject: Re: [IMail Forum] BIG Problem/Dissatisfied Customer
Frank,
Sorry, but that (mybellybutton.com, from your email) is all I have to work
with! If you had provided more info about those 10 IPs and their names,
maybe I (and others) could do more!
I never said or implied, anything had to be relocated and I do not know why
you think that will help (Ok, it might, but that would be a long shot and a
last resort, but I see someone else has suggested that). I'm not talking
about moving anything to another machine and even if I did, it would end up
on the same IP/hostname, so no one but me and you would know.
Where did you get this idea, 'So...What you're saying is you refuse to help
me unless I buy a support contract?'? To be perfectly honest, I DO NOT have
to support you in this forum. Ipswitch does provide help here, but that is
not the purpose of the forum (users helping users). But that was NOT the
intent of my earlier message! I was trying to provide you with the quickest
way to get all your configuration data in one place, for the quickest, best
fastest answer. BTW, I am no longer one of the front line support people, so
I do not answer email on a regular basis. That is why I told you to have the
Ipswitch Support person contact me (so I can help you!!!!) after you filled
out the worksheet.
BTW, one of your messages said you were 'purchasing' versions of IMail. If
you purchased V6.0 and you already had an earlier version, you could have
saved a bunch of money by purchasing the S/A! Buying that would have
entitled you to the current version (for a year!) and gotten you phone
support.
Sorry Frank, but you have tested my patience (along with many others here)
and all that is doing is causing all of us to become frustrated, pissed off
and less likely to provide help, when you do not provide any new information
to our requests.
One last time: If you want support, send Ipswitch email and answer ALL
questions you are asked (yes, we will ask them again, unless you tell us
what you have already done). I made a suggestion (filling out the worksheet)
that would have quickened resolution of your issue.
If you want to rant and rave, go ahead. If you want help, read carefully,
follow directions and provide information.
Daniel Donnelly
Ipswitch Technical Support
________________________________________________________
See our Knowledge Base at http://support.ipswitch.com/kb
----- Original Message -----
From: "Frank Tanner" <[EMAIL PROTECTED]>
To: "IMail_Forum@list. ipswitch. com" <[EMAIL PROTECTED]>
Sent: Monday, May 08, 2000 6:37 PM
Subject: Re: [IMail Forum] BIG Problem/Dissatisfied Customer
> You are looking at the incorrect one, unfortunately. MyBellybutton.Com is
> my personal domain, not my work domains.
>
> .200 is my website and .201 is my e-mail server. Yes, they both reside on
> the same box.
>
> You're troubleshooting the incorrect site, unfortunately.
>
> The IPs for the server that I am having the problem on are completely
> different.
>
> I didn't say I couldn't change any configurations. I said that I cannot
> relocate any of the domains to other boxes.
>
> So...What you're saying is you refuse to help me unless I buy a support
> contract?
>
> -----Original Message-----
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED]]On Behalf Of Daniel Donnelly
> Sent: Monday, May 08, 2000 2:54 PM
> To: [EMAIL PROTECTED]
> Subject: Re: [IMail Forum] BIG Problem/Dissatisfied Customer
>
>
> Frank,
>
> Of course they have to be answering, but, if all IPs are associated with
> their own domains and you are providing email services for all of them
> with
> IMail, then each SHOULD answer with a 'different name' and that is not
> true
> for the 2 IP I found/used. Of course, I was only talking about the
> mybellybutton.com / mail.mybellybutton.com domain(s) and the .200 and .201
> IPs. I suspect these 2 IPs and their configuration (if one of them is the
> Primary IP) is the root of your problem.
>
> If you insist that mail configuration cannot be changed, I think that will
> make it just a wee bit hard to resolve your troubles. Something may have
> to
> 'give'. I suspect that once properly configured, it won't make any
> difference to your users, but until I (or someone in support!) has your
> full
> configuration, we won't be able to say for sure.
>
> So I do not have to provide you support via the forum, I suggest you
> contact
> the support address and explain the problem. Also, ask for, and fill out
> the
> IMail WorkSheet, with all your configuration details. Once you do that, I
> would be happy to take a look over the info you provide (ask your IMail
> support contact to contact me!).
>
> Daniel Donnelly
> Ipswitch Technical Support
> ________________________________________________________
> See our Knowledge Base at http://support.ipswitch.com/kb
>
>
> ----- Original Message -----
> From: "Frank Tanner" <[EMAIL PROTECTED]>
> To: <[EMAIL PROTECTED]>
> Sent: Monday, May 08, 2000 5:04 PM
> Subject: RE: [IMail Forum] BIG Problem/Dissatisfied Customer
>
>
> > To be precise, we have 10, yes 10, IPs on the server. All associated
> with
> > separate mail hosts. Yes, all 10 of them are answering. They have to
> be.
> > Each one belongs to a separate company, and therefore is it's own
> entity.
> > We are the central NOC for all of the companies. So, we manage all of
> the
> > mail domains. For now, due to migration size etc, it is IMPERATIVE that
> all
> > mail domains stay exactly where they are at.
> >
> > -----Original Message-----
> > From: [EMAIL PROTECTED]
> > [mailto:[EMAIL PROTECTED]]On Behalf Of Daniel Donnelly
> > Sent: Monday, May 08, 2000 1:31 PM
> > To: [EMAIL PROTECTED]
> > Subject: Re: [IMail Forum] BIG Problem/Dissatisfied Customer
> >
> >
> > Ipswitch does support its IMail users, via phone during the warranty
> period
> > and after via email to our support address. You do not need a S/A to get
> > answers to email questions. You just cannot get phone support without
> the
> > S/A, after the warranty period. This is not what you are saying, so I
> just
> > had to make sure you really understood what you were hearing over the
> phone
> > and that this is what was actually said to you, when you called.
> >
> > Local delivery problems are almost always associated with
> mis-configuration
> > of IMail. I see you have at least 2 IPs on the computer and IMail is
> > answering both. If you have both configured the same way (OHN, Alias,
> Top
> > Dir) in IMail, that could be part of your problem.
> >
> > When IMail is configured correctly, local delivery to any user or domain
> > should be just about immediate, under almost every circumstance. With
> > default SMTP settings (Queue Timer and Number of tries), all mail is
> > delivered or returned in about 10 hours (assuming each message can
> actually
> > be checked in that time, you would have to have _a lot_ of messages in
> the
> > queue, for this not to be true).
> >
> > The KB does address many situations, those that are common and some that
> are
> > somewhat more unique. It is awful hard to write an article with just a
> > single instance of a problem, without intimate experience with the
> > situation. So we cannot always have answers for every possible problem,
> > until after someone has solved it. Your is a bit unusual, but there are
> at
> > least one KB article that may be of help:
> > http://support.ipswitch.com/kb/IM-19990730-DM01.htm
> >
> > Daniel Donnelly
> > Ipswitch Technical Support
> > ________________________________________________________
> > See our Knowledge Base at http://support.ipswitch.com/kb
> >
> >
> > Please visit http://www.ipswitch.com/support/mailing-lists.html
> > to be removed from this list.
> >
>
> Please visit http://www.ipswitch.com/support/mailing-lists.html
> to be removed from this list.
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>
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