Re: [WISPA] Dragonwave Support
To be fair, I wonder how much larger Cogent is than Dragonwave? Someone has to pay the engineer's salary, and it costs to have a 24/7 support staff. I always find it interesting to see people's perspective's on support. John Tom DeReggi wrote: Well, when I really needed support for Dragonwave, 3-DB Networks (Daniel White) was the man. (even though he's in sales) So I'm saying, you can also rely on the channel. As for Dragonwave direct support, during business hours I had found them to be helpful, and I have respect for their engineer's skill sets. And 24x7 support is an option for REAL Emergencies. But, I tried calling the 24x7 support twice (not crazy hours), and I got a call back promptly both times, and they answered my questions. BUT they made me feel so guilty for calling, I'm not sure I'll ever call it again. And support was rushed, and to the minimum level needed to get me going. Be prepared for the typical, you sure have better read the manual thouroughly before wasting their time on Sunday, and better have justification that its important. It is NOT regular support given 24/7. Its page someone at home 24x7, when they don't really want to be disturbed, but they'll take the call, if its important. I'm not complaining, I'm very thankful I had an option to call them on Sunday. I'm just setting realistic expectations. Compare that to Cogent Communcations support. You can call them at 3am in the morning, and get an experienced CISCO certified engineer, to help you do just about anything. And they welcome your call, because they have a full night crew there waiting for work. Its a whole nother level of 24x7 support. Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: can...@believewireless.net p...@believewireless.net To: wireless@wispa.org Sent: Friday, July 24, 2009 8:52 AM Subject: [WISPA] Dragonwave Support Just curious what everyone's experience with Dragonwave support has been. Do they answer e-mail/phone calls promptly? Is their support 24/7? Is the product so good you just don't know because you've never contacted them? WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
[WISPA] Dragonwave Support
Just curious what everyone's experience with Dragonwave support has been. Do they answer e-mail/phone calls promptly? Is their support 24/7? Is the product so good you just don't know because you've never contacted them? WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Dragonwave Support
I have never been able to get anyone from Tech Support on the phone when first calling. They appear to have an answering service that takes the info and then call a tech. I have always received a call back within 30 minutes with the exception of one time. Usually when they call us back we just collect phone numbers at that point. I think I have the cell numbers for all the Dragonwave Tech Support staff. :-) You are safe with Dragonwave. We had an outage with a customer last year. Called support in the late afternoon. The overnighted a radio to us and it was at our door at 9 am. Got that sucker from Canada, thru Customs and down to me in a little over 12 hours. Can't beat that. If you have Dragonwave equipment you should have the diagnostic software on your laptop. The fastest way to get service is to get diagnostic files for both radios, call support to open a ticket and e-mail them the reports. the reports have a ton of information on them and you can open that as a .doc file I believe. Bob can...@believewireless.net writes: Just curious what everyone's experience with Dragonwave support has been. Do they answer e-mail/phone calls promptly? Is their support 24/7? Is the product so good you just don't know because you've never contacted them? WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ Bob Moldashel Lakeland Communications, Inc. 1350 Lincoln Avenue Holbrook, NY 11741 800-479-9195 631-286-8873 Fax 516-551-1131 Cell WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Dragonwave Support
Hello, We have had good success with their support. Thanks -Original Message- From: wireless-boun...@wispa.org [mailto:wireless-boun...@wispa.org] On Behalf Of can...@believewireless.net Sent: Friday, July 24, 2009 7:52 AM To: wireless@wispa.org Subject: [WISPA] Dragonwave Support Just curious what everyone's experience with Dragonwave support has been. Do they answer e-mail/phone calls promptly? Is their support 24/7? Is the product so good you just don't know because you've never contacted them? WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Dragonwave Support
I use two pieces of gear Motorola and D/W. I find D/W support to be very good, they always get back to you in a timely manner --- On Fri, 7/24/09, can...@believewireless.net p...@believewireless.net wrote: From: can...@believewireless.net p...@believewireless.net Subject: [WISPA] Dragonwave Support To: wireless@wispa.org Date: Friday, July 24, 2009, 8:52 AM Just curious what everyone's experience with Dragonwave support has been. Do they answer e-mail/phone calls promptly? Is their support 24/7? Is the product so good you just don't know because you've never contacted them? WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Dragonwave Support
We had some issues initially setting up our unlicensed 24GHz Dragonwave link because of some environmental issues, and the support was, in general, terrific. After-hours (even weekend) cell-phone support from a very knowledgable technician. Not all technicians were on the same level, but in the end we got the help we needed. After that, haven't had to call them at all. Been about 6 mo. - Original Message - From: can...@believewireless.net p...@believewireless.net To: wireless@wispa.org Sent: Friday, July 24, 2009 8:52 AM Subject: [WISPA] Dragonwave Support Just curious what everyone's experience with Dragonwave support has been. Do they answer e-mail/phone calls promptly? Is their support 24/7? Is the product so good you just don't know because you've never contacted them? WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Dragonwave Support
Well, when I really needed support for Dragonwave, 3-DB Networks (Daniel White) was the man. (even though he's in sales) So I'm saying, you can also rely on the channel. As for Dragonwave direct support, during business hours I had found them to be helpful, and I have respect for their engineer's skill sets. And 24x7 support is an option for REAL Emergencies. But, I tried calling the 24x7 support twice (not crazy hours), and I got a call back promptly both times, and they answered my questions. BUT they made me feel so guilty for calling, I'm not sure I'll ever call it again. And support was rushed, and to the minimum level needed to get me going. Be prepared for the typical, you sure have better read the manual thouroughly before wasting their time on Sunday, and better have justification that its important. It is NOT regular support given 24/7. Its page someone at home 24x7, when they don't really want to be disturbed, but they'll take the call, if its important. I'm not complaining, I'm very thankful I had an option to call them on Sunday. I'm just setting realistic expectations. Compare that to Cogent Communcations support. You can call them at 3am in the morning, and get an experienced CISCO certified engineer, to help you do just about anything. And they welcome your call, because they have a full night crew there waiting for work. Its a whole nother level of 24x7 support. Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: can...@believewireless.net p...@believewireless.net To: wireless@wispa.org Sent: Friday, July 24, 2009 8:52 AM Subject: [WISPA] Dragonwave Support Just curious what everyone's experience with Dragonwave support has been. Do they answer e-mail/phone calls promptly? Is their support 24/7? Is the product so good you just don't know because you've never contacted them? WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Dragonwave Support
Probably coming late to this... my experience with their support (the very limited times I have need to contact them) has been outstanding. For instance, one radio we needed an advanced RMA on we contacting them at 4pm MST and they had us the new one the next day. I have received telephone support 24x7 in emergenices, and e-mail support during normal business hours is pretty quick. With that said, I have only had to RMA a radio once (out of 20 links or so installed... and at least 3x that sold), and have only had to contact them a handful of times, mostly for non-emergency questions. Daniel White 3-dB Networks http://www.3dbnetworks.com -Original Message- From: wireless-boun...@wispa.org [mailto:wireless-boun...@wispa.org] On Behalf Of can...@believewireless.net Sent: Friday, July 24, 2009 6:52 AM To: wireless@wispa.org Subject: [WISPA] Dragonwave Support Just curious what everyone's experience with Dragonwave support has been. Do they answer e-mail/phone calls promptly? Is their support 24/7? Is the product so good you just don't know because you've never contacted them? WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Dragonwave Support
Hey I'm not just a sales man :-D I keep saying I'm the unlucky guy from the Mesa Infrastructure team that got pushed into sales ;-) Daniel White 3-dB Networks http://www.3dbnetworks.com -Original Message- From: wireless-boun...@wispa.org [mailto:wireless-boun...@wispa.org] On Behalf Of Tom DeReggi Sent: Friday, July 24, 2009 12:17 PM To: can...@believewireless.net; WISPA General List Subject: Re: [WISPA] Dragonwave Support Well, when I really needed support for Dragonwave, 3-DB Networks (Daniel White) was the man. (even though he's in sales) So I'm saying, you can also rely on the channel. As for Dragonwave direct support, during business hours I had found them to be helpful, and I have respect for their engineer's skill sets. And 24x7 support is an option for REAL Emergencies. But, I tried calling the 24x7 support twice (not crazy hours), and I got a call back promptly both times, and they answered my questions. BUT they made me feel so guilty for calling, I'm not sure I'll ever call it again. And support was rushed, and to the minimum level needed to get me going. Be prepared for the typical, you sure have better read the manual thouroughly before wasting their time on Sunday, and better have justification that its important. It is NOT regular support given 24/7. Its page someone at home 24x7, when they don't really want to be disturbed, but they'll take the call, if its important. I'm not complaining, I'm very thankful I had an option to call them on Sunday. I'm just setting realistic expectations. Compare that to Cogent Communcations support. You can call them at 3am in the morning, and get an experienced CISCO certified engineer, to help you do just about anything. And they welcome your call, because they have a full night crew there waiting for work. Its a whole nother level of 24x7 support. Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: can...@believewireless.net p...@believewireless.net To: wireless@wispa.org Sent: Friday, July 24, 2009 8:52 AM Subject: [WISPA] Dragonwave Support Just curious what everyone's experience with Dragonwave support has been. Do they answer e-mail/phone calls promptly? Is their support 24/7? Is the product so good you just don't know because you've never contacted them? -- -- WISPA Wants You! Join today! http://signup.wispa.org/ -- -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
