Hello everyone, I wanted to share my recent experiences with customer support at Checkpoint Software as it indicates a trend for the worst. Let me point out some major things first: With Checkpoint Software you are not even able to purchase a support contract if you have not already purchased a software subscription. Also, the technical database (SecureKnowledge) is only available with a valid support contract; other companies offer that for free on the web. But it gets better: If you have purchased a support contract that does not mean you really get what you might expect. According to the SLA of Checkpoint's support contracts it states that "...provides assistance with diagnosis of anomalies and/or failures in Check Point Software to conform with Check Point published documentation when the Software is installed and operated according to Check Point Software specifications." This means that you can call in to get help with something that is already broken but not to prevent that is breaks. I called in when I upgraded my Firewall-1 to the new NG version and wanted to make sure that the upgrade went well and that the new general properties are correct set (I am an experienced user). The answer I got shocked me. They referred me to their professional services unit because according to a technical support manager at Checkpoint, their support "only helps if the Firewall is down or the software does not run the way it supposed to". Of course you have to pay extra for professional services. So let me get this straight: In order to become a customer of Firewall-1 from Checkpoint you need to: 1. buy the software 2. pay for the software subscription 3. pay for the support contract 4. pay for professional services So to me it looks like this: The more unreliable and complex they make the software the more money they make. Interesting concept..... If I remember right a company ought to fix if a product does not work the way it is advertised and should work according to common law. This means that what they claim to cover with their support contract actually should be for free and a service. Btw, other companies love to help us be a happy customer and try the approach to make sure things do not break in the first place, especially if we have paid for an additional service like a support contract. So the feeling I get is being ripped off and not appreciated as a customer. But I have choices, there are other vendors who might appreciate a happy customer more. So my Firewall-1 licence is up for sale now. I will switch to another product where they help me when I need it, do not try to squeeze more money and contracts out of me and their goal is that I am and stay a happy customer so I come back to buy lots of more products in the future. What this experience reminded me of once again is the fact that the quality of the software is only once reason to purchase a product but it is way more important to have good support and an attitude of the company that is customer friendly.
Nils Puhlmann *********************************************************************** The information in this email and in any attachments is confidential and intended solely for the attention and use of the named addressee(s). This information may be subject to legal, professional or other privilege or may otherwise be protected by work product immunity or other legal rules. It must not be disclosed to any person without our authority. If you are not the intended recipient, or a person responsible for delivering it to the intended recipient, you are not authorized to and must not disclose, copy, distribute, or retain this message or any part of it.
