Not just with IMAIL but with any product I generally try to solve my own
problems using knowledge base, lists, internet searches and every
work-a-round I can conceive. If all that fails then I consider other
solutions and finally as a last resort I consider tech support.
Mainly because I find that tech support always takes a while and often is
less than a happy experience. Frequently the problem doesn't get resolved
anyway.
In the 2 years or so we've used IMAIL I contacted their tech support by
email once when we were first installing. The message was answered promptly
but I had already figured out my error when the message arrived. Later I
discovered this list and I've never really needed to contact tech support
since then. That's mainly because I have had very few problems and those
few were answered in the forum, often before I knew I had them. So I guess
with Imail I'd say the community of users is probably the best tech support
asset.
I've had very good experiences with Microsoft support too. I have had 6
incidents in about 6 years that I can recall. I paid for 3. One incident
was when I upgraded to visual studio 6 professional only to find that the
database designer tools were missing. MS informed me that the tools were no
longer included in professional but I'd have to buy enterprise. I am afraid
I lost my temper. A supervisor sent me by air express overnight a new copy
of enterprise. I always think of this incident when I consider using
competitive products.
Terry Fritts
----- Original Message -----
From: "Charles Stanley" <[EMAIL PROTECTED]>
To: <[EMAIL PROTECTED]>
Sent: Thursday, May 17, 2001 2:40 AM
Subject: Re: [IMail Forum] Imail tech support
> At 12:10 AM 05/17/01, you wrote:
>
> >I have to agree in part. I get quick email responses, but I have to often
> >explain myself in numerous different ways to get my point over, as it is
> >often misunderstood - now that could just be me not explaining myself
very
> >well, however I would not like to think this.
>
> Tech support can be an extremely difficult job, and frequently, the desks
> are staffed by "less than completely knowledgeable" personnel. On the
> other hand, try talking to MS's tech support. At least Ipswitch has the
> decency to answer messages.
>
> The last time I had a conversation with one of the Microsoft "support
> engineers", I was very much in doubt if the person had so much as
graduated
> high school, much less had any actual technical training/education. Can
we
> spell "minimum wage" boys and girls?
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