I never said that what Dragonwave delivered is not good enough, or not appropriate for the manufacturering industry. What Dragonwave delivers is actually bettter than most other manufacturers, since most manufacturers do not have 24/7 support in any capacity.
I was just setting realistic expectations of what their support offered, from my experience. A generic term 24/7 can mean different things. And in this case, its a call back service, and meant for Emergency support, from my perspective. Have you found differently? Tom DeReggi RapidDSL & Wireless, Inc IntAirNet- Fixed Wireless Broadband ----- Original Message ----- From: "John Thomas" <[email protected]> To: "WISPA General List" <[email protected]> Cc: <[email protected]> Sent: Monday, July 27, 2009 9:43 PM Subject: 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: "[email protected]" <[email protected]> >> To: <[email protected]> >> 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: [email protected] >>> >>> 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: [email protected] >> >> 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: [email protected] > > 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: [email protected] Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
