Give them a break they, are switching systems and you have found a glitch/bug/annoyance. Pick up the phone and call them. They are good people and will honor your support contract.
Kevin Bilbee > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On > Behalf Of Gary Steiner > Sent: Thursday, September 07, 2006 10:46 PM > To: declude.junkmail@declude.com > Subject: RE: [Declude.JunkMail] [EMAIL PROTECTED] versus > new case management module > > > I saw the phone number in the original message, but that > doesn't change the rest of the message. The point is how can > a company whose business is email and the internet exclude > all forms of communication except for the telephone? And > even an automated message from their [former] support > communication method did not come out and say that. What it > says is if you haven't heard from them in 24 hours after you > have tried to contact them via the web or email, then call > them. It doesn't say anything about flipping switches. > > If they wish to limit all customer communication to the > telephone, then why don't they just come out and say "we > refuse to talk to any of our customers unless they call us" ? > It is Declude's fault for encouraging us to use email as the > primary form of communication all this time, and now > arbitrarily cutting it off. > > The real question is when we pay for an annual service > contract, exactly what are we getting? Apparently a lot less > than we were receiving before August 28th. > > > -------- Original Message -------- > > From: "Jay Sudowski - Handy Networks LLC" <[EMAIL PROTECTED]> > > Sent: Friday, September 08, 2006 12:57 AM > > To: declude.junkmail@declude.com > > Subject: RE: [Declude.JunkMail] [EMAIL PROTECTED] versus new case > > management module > > > > I think it means you have to pick up the phone and call them. > > > > > > -----Original Message----- > > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of > > Gary Steiner > > Sent: Friday, September 08, 2006 12:12 AM > > To: declude.junkmail@declude.com > > Subject: RE: [Declude.JunkMail] [EMAIL PROTECTED] versus new case > > management module > > > > It's a catch-22. You send a message to [EMAIL PROTECTED] > and get a > > reply back saying that they will no longer pay attention to > messages > > sent to [EMAIL PROTECTED] > > > > What does it mean when customers have to try to get in touch with > > Declude so that they "flip the switch" so that the customer > can get in > > touch with Declude? > > > > > > -------- Original Message -------- > > > From: "Kevin Bilbee" <[EMAIL PROTECTED]> > > > Sent: Thursday, September 07, 2006 9:32 PM > > > To: declude.junkmail@declude.com > > > Subject: RE: [Declude.JunkMail] [EMAIL PROTECTED] > versus new case > > management module > > > > > > Then I would contact customer service to have them flip > the switch > > > so > > you > > > can place support tickets. > > > > > > > > > Kevin > > > > > > > -----Original Message----- > > > > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On > > > > Behalf Of Gary Steiner > > > > Sent: Thursday, September 07, 2006 5:17 PM > > > > To: declude.junkmail@declude.com > > > > Subject: [Declude.JunkMail] [EMAIL PROTECTED] versus new > > > > case management module > > > > > > > > > > > > Interesting. If I log in to my account on the Declude web > > > > site, there is no option listed for the new CRM module. It > > > > is not that it is grayed out as described below. It just > > > > isn't there. And I do have a current service agreement. > > > > > > > > So, since according to this message we can no longer use > > > > [EMAIL PROTECTED], and the supposed new CRM module doesn't > > > > seem to be available, how do we contact Declude support? > > > > > > > > By the way, the reason I was trying to contact Declude > > > > support is that I was investigating the latest all_list.dat > > > > file, and found that the download link on the Declude web > > > > site is now no longer valid. (The download link for the > > > > Declude GUI didn't work either, as well as the link for the > > > > demo copy of Sniffer.) Seems that when Declude updated their > > > > web site they forgot to check the one thing on the web site > > > > that an existing customer is most likely to use, such as all > > > > their download links. > > > > > > > > And they wonder why we get upset. > > > > > > > > > > > > -------- Original Message -------- > > > > > From: [EMAIL PROTECTED] > > > > > Sent: Thursday, September 07, 2006 7:44 PM > > > > > To: [EMAIL PROTECTED] > > > > > Subject: re: [17D-0C9324FF-DB7C] Latest all_list.dat > > > > > > > > > > Thank you for submitting a ticket to support. Your > ticket number > > is > > > > > [17D-0C9324FF-DB7C]. > > > > > > > > > > Please keep this ticket number for your records and include > > > > it in the > > > > > subject (including brackets) of all future emails > regarding this > > > > > issue. > > > > > > > > > > The response time during business hours is usually within > > > > 24 hours, if > > > > > you have had no response in this time please do not > > > > hesitate to call > > > > > our support number 1-866-332-5833 > > > > > > > > > > IMPORTANT NOTICE > > > > > > > > > > Declude is migrating to a new CRM business solution which > > > > includes a > > > > > new case management module. We will begin using this feature > > > > > beginning the week of 28 August, the result of this action > > > > means that > > > > > Declude will no longer accept and create support cases > > > > using the email > > > > > address [EMAIL PROTECTED] > > > > > > > > > > You will need to login into your Declude account to submit > > > > a case. If > > > > > you can not submit a case due to the option being "grayed out" > > this > > > > > means that you do not have an active service agreement. > > > > Call customer > > > > > care 866-332-5822 #3 to purchase or renew a service agreement. > > > > > > > > > > > > > > > We understand that this will be awkward and/or unwanted, > > > > however our > > > > > goal is to continue servicing our paying customers. > > > > > > > > > > Thank You. > > > > > Declude Technical Support > > > > > > > > > > > > > > > > > > > > > > > > --- > > > > This E-mail came from the Declude.JunkMail mailing list. To > > > > unsubscribe, just send an E-mail to > [EMAIL PROTECTED], and type > > > > "unsubscribe Declude.JunkMail". The archives can be found at > > > > http://www.mail-archive.com. > > > > > > > > > > > > > > --- > This E-mail came from the Declude.JunkMail mailing list. To > unsubscribe, just send an E-mail to [EMAIL PROTECTED], and > type "unsubscribe Declude.JunkMail". The archives can be > found at http://www.mail-archive.com. > > --- This E-mail came from the Declude.JunkMail mailing list. To unsubscribe, just send an E-mail to [EMAIL PROTECTED], and type "unsubscribe Declude.JunkMail". The archives can be found at http://www.mail-archive.com.
