My God man. Is their a short version of this book?
----- Original Message -----
From: "NetQuick Email Admin" <[EMAIL PROTECTED]>
To: <[EMAIL PROTECTED]>
Sent: Friday, August 25, 2000 5:13 PM
Subject: Re: [IMail Forum] Fw: "cocky" support - IPSWITCH, PLEASE READ THIS
> First let me preface this with the fact that I am not getting paid by
> Ipswitch nor is anyone I know for that matter
>
> As far as tech support goes, it seems to be on a general decline for just
> about everyone in the industry. I can only assume it is because of the
> world wide shortage of IT professionals. If you know enough to be fully
> qualified to work the tech support/help desk you can get better money
> elsewhere in the industry. I work at a local ISP and one of the ways we
can
> compete against the bigger operations is that we try to help our customers
> with any and all computer problems. In doing so we often speak with the
> tech support folks from software & hardware venders as well as the local
> telcos. I am amazed at the over all number of know nothing, slack jawed,
> moth breathing inbreed miscreants that seem to some how get hired to
answer
> the telephone. (sorry if this upsets anyone, you should only take it to
> heart if it applies to you). But I guess what keeps these companies
going
> is that one guy you get occasionally who knows the product/service inside
> &out. He's the guy who can take the vaguest customers description of the
> problem and diagnose it's cause and solution over the telephone. I think
> Ipswitch probably has a few of both types, I've been luck to get some of
the
> later in all of my dealings with them. Hope they can the incompetents and
> hire more of the second kind.
>
> I think that this Forman is a good idea and have encouraged other
companies
> to follow this idea as it seems a quick way to get candid comments from
the
> real world as well as promulgating an ongoing dialog amongst it's users.
> Hopefully Ipswitch will use the opinions and comments aired here to guide
> them in the design and improvement of v7.0 of Imail.
>
> (Do I get my free copy now?) lol
>
> I have to give kudos to Dell on the last service tech we had visit. Our
> back up tape drive failed and he was here first thing the next day and the
> affected machine was off line for 15 whole minutes. In all of 30 minutes
he
> was here and gone, to include the fresh cup of coffee we offered him at
8:50
> in the morning.
>
> Kevin Childers
> Mail Administrator
> [EMAIL PROTECTED]
> The Carolina's Fastest Internet Service Provider
> www.NetQuick.net
> (910) 486-7845 Ext. 23
> (888) 228-0312
>
> ----- Original Message -----
> From: "Bill Landry" <[EMAIL PROTECTED]>
> To: <[EMAIL PROTECTED]>
> Sent: Friday, August 25, 2000 12:05 PM
> Subject: RE: [IMail Forum] Fw: "cocky" support - IPSWITCH, PLEASE READ
THIS
>
>
> > Wow, I rarely participate on the list anymore (mostly just monitor), but
> > I've been using IMail for about 4.5 years, and gone through the many
> > upgrades and patches during that time period, and been on this list, it
> > seems like, forever. And my biggest complaint with Ipswitch has always
> been
> > that their tech support is the worst I've ever seen (non-responsive,
> lacking
> > product knowledge, rude). If you report a bug that they can't resolve,
> they
> > will never respond to your e-mails to support. I once had to go all the
> way
> > to the president of Ipswich to get a problem resolved and then he got
John
> > Junod (vice president of research and development) personally involved
and
> > finally got the problem resolved.
> >
> > It was a major pain having to go this route to even get acknowledgement
of
> > the problem and it took weeks before I ever got a response from anyone,
> and
> > then it was a response from the president of Ipswitch, Roger Greene. I
> > don't recommend that everyone go this route, but someone at an executive
> > level needs to be made aware of our frustrations with tech support and
> their
> > "deaf-ear syndrome", and with the product, in general. The fact that
they
> > sell their product on its feature set, then can't and won't support it,
is
> > appalling! I guess the place to start with complaints is with Eric
> > Shanbrom, director of technical services:
> >
> > http://www.ipswitch.com/Company/Press_Releases/000717_Shanbrom.html
> >
> > and then work your way up the chain to Roger Greene, President of
Ipswich,
> > if you don't get resolution along the way.
> >
> > Mark, good luck on your quest to get some resolve to your issues here.
> > Please keep all of us on the list posted on your progress. I hope that
> you
> > have better luck than many of us have had in the past--changing products
> is
> > a drastic, and hopefully unnecessary, move (we'll see). I am always
> hopeful
> > that things are changing for the better at Ipswitch, but it is these
kinds
> > of continued complaints that lead me to believe that it is a corporate
> > culture problem, and that's a problem that's hard to overcome.
> >
> > Bill Landry
> > Director, Network Services
> > Pointshare
> >
> > -----Original Message-----
> > From: Mark McDonald [mailto:[EMAIL PROTECTED]]
> > Sent: Friday, August 25, 2000 4:11 AM
> > To: '[EMAIL PROTECTED]'
> > Cc: '[EMAIL PROTECTED]'; '[EMAIL PROTECTED]';
> > '[EMAIL PROTECTED]'; '[EMAIL PROTECTED]'
> > Subject: RE: [IMail Forum] Fw: "cocky" support - IPSWITCH, PLEASE READ
> > THIS
> >
> >
> > Hi Patrick/Ipswitch,
> >
> > I don't know why it needs to come down to this, but we're starting
> > to look for alternatives to replace IMail on our mail servers due to the
> > lack of support/fixes for *known* bugs that have went untouched for over
6
> > months (unacceptable for businesses that depend on email). I don't
> > understand why IPSwitch continues to work so hard on new releases
without
> > first fixing the major bugs in the old versions.
> >
> > We purchased IMail v5.0 and shortly after that v6.0 came out
> > introducing even more bugs. I never thought I'd say this but IMail is
> more
> > buggy than any Microsoft Product. Microsoft will fix something if it
> > becomes public and is a big problem, yet hundreds and thousands of
> messages
> > go through the IMail forums about these problems with no resolutions.
Why
> > haven't the following *major* problems been fixed in the last 6-8
months:
> >
> > * IMail needs to block users from adding 50 aliases if this will
> > crash the server (which it does). It's ridiculous to hear from support
> > that "It's designed to crash after 50 aliases are added, it's your
> > responsibility to make sure the domain host admins don't add more
> > than 50 aliases". That is a bug no matter what IPSwitch says, even if
> > IPSwitch doesn't consider it a bug, FIX IT, everybody complains about
> > this.
> >
> > * SQL7 Support, SQL2000 is almost out already. What is the hold-up?
> > Every product under the sun supports SQL7 and we have to rely on an
> > unsupported DLL from Mr.Nice should we decide to switch to SQL. This is
> one
> > of our biggest gripes as we need to migrate to SQL, yet can't afford to
> > switch to an unsupported product.
> >
> > * SMTP service constantly crashing on certain message files and
> > hanging ALL SMTP traffic until that corrupt message file is removed. I
> > got off the phone with tech. support (quite pissed off I may add) after
> they
> > told me to delete all 8,000 messages from today and yesterday out of the
> > spool directory and that it should fix the problem. I'm sure it
> > would, but we're not going to delete 8,000 messages from our customers.
> We
> > ended up moving all the files out of the spool directory and slowly
> > feeding them in until it crashed. How long did it take? 6 hours to
> restore
> > mail service to normal after the initial 3-4 hours figuring out
> > exactly what the problem was. Totally unacceptable.
> >
> > * ADDUSER.EXE - Honestly, how hard is it to have ADDUSER.EXE add
> > host admin privileges to a user? We're talking about adding a single
> > character to the registry/database.
> >
> > * ETRN support working correctly. I've been through this once, but
> > here it is again. Lets say you have 30 normal domains setup in IMail
and
> > 10 domains setup for ETRN (NOT SETUP IN IMAIL, JUST THE HOSTS FILE AS
IT'S
> > SUPPOSED TO BE). Now, turn on "Relay for Local Hosts Only" and all
> > the ETRN customers email bounces all over the place and never gets
> > delivered.
> >
> >
> > A few other features MANY people have asked for (not bugs):
> >
> > * Standardized Web Interface such as .ASP Files calling a DLL or
> > ODBC connection to modify users/domains so modifications can tie in
> > with other modules instead of the proprietory Web Messaging Interface.
> >
> > * Able to call ADDUSER/ADDDOMAIN from a remote PC with an admin
> > user/password as Mediahouse does with their liveStats
> > (http://www.mediahouse.com)
> >
> > * Better Web-Templates - Our development department would be more
> > than happy to design a nice set and give them to IPSwitch if that's
> > what it takes.
> >
> >
> >
> > I would like nothing more than to get a response from somebody at
> > Ipswitch with an explanation, possibly from a developer or somebody who
> > really know what they're saying. We offered to send in the actual file
> that
> > caused the problem on the SMTP32 process and the tech said "no, we
already
> > know what it is, we don't need it". If that's the case, shouldn't it
have
> > been fixed by now?
> >
> > Thanks for your time, I look forward to a response.
> >
> > -Mark McDonald
> > [EMAIL PROTECTED]
> >
> > The Siteserver Network!
> > Voice: 800.610.9856, Ext. 231 - Fax: 888.333.2710
> >
> >
> >
> >
> > -----Original Message-----
> > From: Patrick Mast, WinFakt! [mailto:[EMAIL PROTECTED]]
> > Sent: Friday, August 25, 2000 1:26 AM
> > To: [EMAIL PROTECTED]
> > Subject: RE: [IMail Forum] Fw: "cocky" support
> >
> >
> > Scott,
> >
> > > How is your evaluation on this product? We're considering
> > > conversion to VOPMail. We're sick of hearing "Imail is designed that
> way"
> > > from their tech support on something that is CLEARLY a bug.
> > Let me know what you think about VOPMail. I'm intrested too.
> >
> > regards,
> >
> > Patrick Mast
> > www.PatrickMast.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:
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> > 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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> >
> > An Archive of this list is available at:
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> >
>
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>
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>
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