Yeah. I had two questions/problems in the last few weeks that support has
not responded to. One, I called and left a message and they haven't returned
the call. Don't they have a phone queue? Another, was an email that they
didn't reply to. I assume they just gave up on that problem.
How can they get away with such poor, unprofessional support? If we did that
here at our ISP, we would be out of business.
I'm currently evaluating VOPMail.
-----Original Message-----
From: Ryan Linwood [mailto:[EMAIL PROTECTED]]
Sent: Thursday, July 27, 2000 10:24 AM
To: [EMAIL PROTECTED]
Subject: Re: [IMail Forum] Fw: "cocky" support
Ditto.
----- Original Message -----
From: "Alan Barton" <[EMAIL PROTECTED]>
To: <[EMAIL PROTECTED]>
Sent: Thursday, July 27, 2000 7:49 AM
Subject: Re: [IMail Forum] Fw: "cocky" support
> Personally, I have given up with Ipswitch support because you either get a
very tearse reply, none at all or a 'go away, don't bother us' reply. So far
I have managed to work problems out for myself.
>
> ---------- Original Message ----------------------------------
> From: "Mercury Internet Technical Support" <[EMAIL PROTECTED]>
> Reply-To: [EMAIL PROTECTED]
> Date: Thu, 27 Jul 2000 14:04:33 +0200
>
> >Yeah, but the case is that we are using V.6 templates, and also, we have
one
> >of the hosts configured with the standard set!!, so that should be no
> >excuse..
> >
> >
> >----- Original Message -----
> >From: Randy Sherwyn <[EMAIL PROTECTED]>
> >To: <[EMAIL PROTECTED]>
> >Sent: Thursday, July 27, 2000 1:32 PM
> >Subject: RE: [IMail Forum] Fw: "cocky" support
> >
> >
> >
> >Perhaps the "tone" was a bit non professional, but in his defense if you
> >have modified version 5 templates and are running IMail version 6, you
need
> >to change them. While I don't blame them for not supporting modified
> >templates (how could they, it would be a nightmare), thats probably all
he
> >needed to say.
> >
> >However, sometimes things can be deceiving cuz we aren't privy to the
whole
> >thread.
> >
> >>
> >> Hi Guys,
> >>
> >> I received quite a "cocky" response from one of the Support Engineers
at
> >> IPSwitch, check out the 3rd message down.... Has anybody had a similar
> >> experience with their support team...
> >>
> >> Needless to say that i have not yet had a reply to my replies.
> >>
> >> Also, the problems that i describe, has anyone else come across similar
> >> issues?
> >>
> >>
> >> Alex Laderman
> >> Technical Manager
> >> Mercury Internet, S.L.
> >>
> >> ----- Original Message -----
> >> From: Alexander Laderman <[EMAIL PROTECTED]>
> >> To: <[EMAIL PROTECTED]>
> >> Cc: Jason <[EMAIL PROTECTED]>
> >> Sent: Thursday, July 27, 2000 1:00 PM
> >> Subject: Fw: [IMail Server 6.0.2] Jason Godwin [T2000072101BA]
> >>
> >>
> >> Dear Chris,
> >>
> >> After seeing the test host you may have added to our mail server, I
> >> proceeded to test with similar input to the ones you have used.
> >>
> >> The "Invalid Top Directory Name" error message appears because
> >> the directory
> >> name has a "." character, i.e. "c:\imail\mail\testing.com". If
> >> one does not
> >> use a dot in the path, the host is added.
> >>
> >> The command line utility "Adddomain.exe" does not have this
> >> restriction, and
> >> the documentation doesn't say anything either.
> >>
> >> We have looked through the vh_add.html file, but it appears as though
the
> >> checking for this "." is handled by a CGI, and hence we cannot fix this
> >> ourselves.
> >>
> >> There is an added problem though, that also affects the IMAIL
> >> Administrator,
> >> which is that the String Value "AuthDatabaseDLL" is not added to the
> >> registry when you add a domain. Adding domains with the command
> >> line utility
> >> works fine though. This is a major problem because that entry is
> >> what makes
> >> the vhost use a ODBC connection for it user database.
> >>
> >> When will you be releasing an update to resolve these issues?
> >>
> >> Regards,
> >>
> >> Alex Laderman
> >> Technical Manager
> >> Mercury Internet, S.L.
> >>
> >>
> >>
> >> ----- Original Message -----
> >> From: Jason Godwin <[EMAIL PROTECTED]>
> >> To: Alexander Laderman <[EMAIL PROTECTED]>
> >> Sent: Thursday, July 27, 2000 12:33 PM
> >> Subject: Re: [IMail Server 6.0.2] Jason Godwin [T2000072101BA]
> >>
> >>
> >>
> >>
> >> Alexander Laderman wrote:
> >>
> >> > Dear Chris,
> >> >
> >> > We have two versions of the templates installed. According to your
> >> > documentation one can have a different set of templates for each
virtual
> >> > host, and this is the case. The modified versions are installed on
most
> >> > hosts (because they look a lot better!!!), but we have set up a
another
> >> host
> >> > with the standard Ipswitch templates. The product's
> >> documentation actually
> >> > states that the customer is free to modify the templates, in fact the
> >> manual
> >> > dedicates a whole chapter to this issue, check page 268.
> >> >
> >> > The error message we receive using both sets of templates is the
same,
> >> > "Invalid Top Directory name. Host can not be added". So we believe it
is
> >> not
> >> > the modified template that is causing the problem.
> >> >
> >> > For instance, to add "testing.com", we follow these steps, replicate
to
> >> see
> >> > for yourself:
> >> >
> >> > 1. We go to http://www.mercuryin.es .
> >> > 2. In the appropriate field we enter username as:
"[EMAIL PROTECTED]"
> >> and
> >> > password as: "mirage", account which is configured as an Imail System
> >> > Administrator.
> >> > 3. Once logged in, it is clear that we are using the STANDARD V.6
> >> TEMPLATES.
> >> > 4. We hit the "Virtual Hosts" link.
> >> > 5. We click the "Add" button on the left.
> >> > 6. We enter only the relevant details, leaving the rest as default:
> >> >
> >> > Official Host Name: testing.com
> >> > Top Directory: C:\Imail\mail\testing.com (we have also
tried
> >> > using relative paths)
> >> > (Virtual Address selected)
> >> >
> >> > 7. We then click the "Save" button.
> >> > 8. This error message appears: "Invalid Top Directory name. Host can
not
> >> be
> >> > added".
> >> >
> >> > Please investigate in more depth as to the cause of the problem. The
Web
> >> > Administration interface was one of the main features we chose
> >> IMail for.
> >> >
> >> > Also, we have not yet had a answer in regards to the "password
locking"
> >> > problem.
> >> >
> >> > Regards,
> >> >
> >> > Alexander Laderman
> >> > Technical Manager
> >> > Mercury Internet, S.L.
> >> >
> >> > ----- Original Message -----
> >> > From: <[EMAIL PROTECTED]>
> >> > To: <[EMAIL PROTECTED]>
> >> > Sent: Wednesday, July 26, 2000 4:01 PM
> >> > Subject: Re: [IMail Server 6.0.2] Jason Godwin [T2000072101BA]
> >> >
> >> > Look I am not going to waiste 10 more e-mails with you about this,
you
> >> need
> >> > to replace all templates with the default version 6 templates. When I
> >> logged
> >> > on to that virtual site there were no options to do anything and the
> >> > templates were version 5. There are no known issues with the software
> >> doing
> >> > this so it's either the templates or something on your computer
> >> is screwed
> >> > up. Install the Default 6 templates and when I try to go back to the
> >> primary
> >> > page it should look accordingly and say version 6 web messaging
> >> when I get
> >> > to the main screen. I have linked the 6 link. Extract the files to
your
> >> > Imail web folder and any other host folders that have a web
> >> folder in them
> >> > as well.
> >> >
> >> ftp://ftp.ipswitch.com/Ipswitch/Product_Support/IMail/templates/te
> >> mplates6.z
> >> > ip
> >> >
> >> > Chris Salvati
> >> > Tech Support Engineer
> >> > http://www.ipswitch.com
> >> > ____________________________________________
> >> > Visit our Knowledge Base at
> >> > http://support.ipswitch.com/kb/
> >> > for answers to common questions.
> >> >
> >> > Sign up for one of our discussion email lists at:
> >> > http://www.ipswitch.com/Support/mailing-lists.html
> >> > We offer a separate list for IMail, for WS_FTP Pro
> >> > and for WhatsUp Gold.
> >> > ____________________________________________
> >> > Need a Product Manual?
> >> > www.ipswitch.com/downloads/manuals.html
> >> > ____________________________________________
> >> > ----- Original Message -----
> >> > From: <[EMAIL PROTECTED]>
> >> > To: <[EMAIL PROTECTED]>
> >> > Sent: Wednesday, July 26, 2000 5:58 AM
> >> > Subject: Re: [IMail Server 6.0.2] Jason Godwin [T2000072101BAZ378722]
> >> >
> >> > > Sender : [EMAIL PROTECTED]
> >> > > Tracking Number : T2000072101BAZ378722
> >> > > Pool : IMail Support
> >> > > Sent to : [EMAIL PROTECTED]
> >> > > Date : 7/26/00 5:56 AM
> >> > > ---
> >> > >
> >> > > I did use the standard template - - try jason%jasontest.com
> >> and password
> >> > mirage
> >> > > - still doesn't work.
> >> > >
> >> > > [EMAIL PROTECTED] wrote:
> >> > >
> >> > > > I did manage to add a virtual host. The templates you are
> >> running are
> >> > > > modified and we do not support that type of configuration. Use
the
> >> > default
> >> > > > templates for Imail then try again. You can get the default
> >> templates
> >> > from
> >> > > > our website. Simply do a search for web templates. Download the
> >> default
> >> > 6
> >> > > > templates. Extract the templates into your Imail Web folder then
try
> >> > again.
> >> > > > Back up your current web folder before you do this or you will
loose
> >> all
> >> > of
> >> > > > your current templates.
> >> > > >
> >> > > > Chris Salvati
> >> > > > Tech Support Engineer
> >> > > > http://www.ipswitch.com
> >> > > > ____________________________________________
> >> > > > Visit our Knowledge Base at
> >> > > > http://support.ipswitch.com/kb/
> >> > > > for answers to common questions.
> >> > > >
> >> > > > Sign up for one of our discussion email lists at:
> >> > > > http://www.ipswitch.com/Support/mailing-lists.html
> >> > > > We offer a separate list for IMail, for WS_FTP Pro
> >> > > > and for WhatsUp Gold.
> >> > > > ____________________________________________
> >> > > > Need a Product Manual?
> >> > > > www.ipswitch.com/downloads/manuals.html
> >> > > > ____________________________________________
> >> > > > ----- Original Message -----
> >> > > > From: <[EMAIL PROTECTED]>
> >> > > > To: <[EMAIL PROTECTED]>
> >> > > > Sent: Friday, July 21, 2000 10:20 AM
> >> > > > Subject: [IMail Server 6.0.2] Jason Godwin [T2000072101BAZ376147]
> >> > > >
> >> > > > > Sender : [EMAIL PROTECTED]
> >> > > > > Tracking Number : T2000072101BAZ376147
> >> > > > > Pool : IMail Support
> >> > > > > Sent to : [EMAIL PROTECTED]
> >> > > > > Date : 7/21/00 10:19 AM
> >> > > > > ---
> >> > > > >
> >> > > > > Name: Jason Godwin
> >> > > > > Address: [EMAIL PROTECTED]
> >> > > > > Product: IMail Server 6.0.2
> >> > > > > OS: Windows 2000
> >> > > > > Serial Number for Registered User: IU-600762
> >> > > > > Problem:
> >> > > > >
> >> > > > > Hi !
> >> > > > > We've just migrated from netscape messaging to your product due
to
> >> > better
> >> > > > > anti-spam control and we're having some problems with the
> >> web-based
> >> > admin
> >> > > > > options.
> >> > > > >
> >> > > > > Problem 1) - we cannot seem to add a virtual host via the web
> >> > interface
> >> > > > > although the command line utility works fine.
> >> > > > >
> >> > > > > Problem 2) - when we want to change a password it often returns
us
> >> to
> >> > the
> >> > > > > main page asking us to log back in. If we manage to
> >> actually get to
> >> > the
> >> > > > > password screen it often says that the record is being changed
by
> >> > someone
> >> > > > > else and try again later (even if its not)
> >> > > > >
> >> > > > > If I gave you a username and password with admin rights could
you
> >> have
> >> > a
> >> > > > > look at our configuration please. This is a production server
so
> >> > please
> >> > > > > take upmost care !
> >> > > > >
> >> > > > > webmail url - http://pop.mercuryin.es
> >> > > > > username - jason
> >> > > > > password - mirage
> >> > > > >
> >> > > > > Best regards
> >> > > > >
> >> > > > > Jason Godwin
> >> > > > > Managing Director
> >> > > > > Mercury Internet SL
> >> > > > >
> >> > > > >
> >> > > > >
> >> > > > > --
> >> > > > >
> >> > > > > Ask A Tech Version 1.6 98-11-11. (c) 2000 Ipswitch, Inc.
> >> > > > >
> >> > > > >
> >> > > > >
> >> > >
> >> > >
> >> > >
> >> > >
> >>
> >>
> >>
> >>
> >>
> >> Please visit http://www.ipswitch.com/support/mailing-lists.html
> >> to be removed from this list.
> >>
> >> An Archive of this list is available at:
> >> http://www.mail-archive.com/imail_forum%40list.ipswitch.com/
> >>
> >
> >Please visit http://www.ipswitch.com/support/mailing-lists.html
> >to be removed from this list.
> >
> >An Archive of this list is available at:
> >http://www.mail-archive.com/imail_forum%40list.ipswitch.com/
> >
> >
> >Please visit http://www.ipswitch.com/support/mailing-lists.html
> >to be removed from this list.
> >
> >An Archive of this list is available at:
> >http://www.mail-archive.com/imail_forum%40list.ipswitch.com/
> >
>
> --
> Alan Barton
> IT Support & Development Manager
> St. John's College School
> 73 Grange Road
> Cambridge
> CB3 9AB
>
> Tel: 01223 353611
> e-mail [EMAIL PROTECTED]
> --
> Please visit http://www.ipswitch.com/support/mailing-lists.html
> to be removed from this list.
>
> An Archive of this list is available at:
> http://www.mail-archive.com/imail_forum%40list.ipswitch.com/
>
Please visit http://www.ipswitch.com/support/mailing-lists.html
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An Archive of this list is available at:
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