Much better. Nicely said.
----- Original Message -----
From: "NetQuick Email Admin" <[EMAIL PROTECTED]>
To: <[EMAIL PROTECTED]>
Sent: Friday, August 25, 2000 7:51 PM
Subject: Re: [IMail Forum] Fw: "cocky" support - IPSWITCH, PLEASE READ THIS
> Yep
>
> With the shortage, companies have to take any idiot who can spell the
> name of their product.
>
> Kevin
>
> ----- Original Message -----
> From: "dave marchette" <[EMAIL PROTECTED]>
> To: <[EMAIL PROTECTED]>
> Sent: Friday, August 25, 2000 9:19 PM
> Subject: Re: [IMail Forum] Fw: "cocky" support - IPSWITCH, PLEASE READ
THIS
>
>
> > 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:
> > > > 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:
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> > > > 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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> > >
> >
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> >
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> >
>
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