Agree - Mercator is the Cadillac for capability and support. It costs the most, too.
Anthony Beecher
> -----Original Message-----
> From: Chuck Boucos [mailto:[EMAIL PROTECTED]]
> Sent: Tuesday, October 03, 2000 12:51 PM
> To: [EMAIL PROTECTED]
> Subject: Re: Harbinger Support
>
>
> As a VAR for the Mercator Product line, I'm a little biased
> here, but first
> of all, I agree with WDM that Mercator service is
> outstanding. I think that
> is underlined by the fact that we've seen literally dozens of
> e-mails here
> complaining about Support, and not one of them regarding
> Mercator. (By the
> way...Mercator is still "part of" TSI...the company has
> changed their name
> to Mercator.) Folks, there's nothing this product can't do,
> and even if the
> solution isn't readily apparent, Support or Mercator P.S.D.
> will steer you
> in the right direction in a very responsive manner.
>
> Chuck Boucos
> Willow Farm Solutions
> http://www.willowfarmsolutions.com
>
> -----Original Message-----
> From: Electronic Data Interchange Issues
> [mailto:[EMAIL PROTECTED]]On
> Behalf Of Mojica William-FWM008
> Sent: Tuesday, October 03, 2000 3:05 PM
> To: [EMAIL PROTECTED]
> Subject: Re: Harbinger Support
>
> They are a little better with us, However the overall service
> is not that
> great, I had previous Experience with Mercator when they were
> part of TSI,
> and their tech support was outstanding.
>
> (Just in case you never know)
> Disclaimer: My opinion does not reflect the opinion of my employer.
> WDM
>
> -----Original Message-----
> From: Kayla Talbot [mailto:[EMAIL PROTECTED]]
> Sent: Tuesday, October 03, 2000 2:05 PM
> To: [EMAIL PROTECTED]
> Subject: Harbinger Support
>
>
> I agree, this is a good forum for support issues. Harbinger
> is by far,
> the worst company I have ever dealt with when it comes to support. We
> have been told, by Harbinger, that the best way to get support is to
> leave a voice mail and they will return our call within 2 hours. To
> this day, we have never received a return phone call from
> them., and we
> have left plenty of messages concerning different issues.
> They also get
> zero points for follow up when you can get a hold of someone in the
> technical department. I often wonder if a black hole opens up and
> swallows their support people when they say "I need to look into that
> and will get back to you", or something along those lines.
> Also, their
> sales reps seem not to care about their customers either.
> Again, it is
> the same way as with the support department. I have left several
> messages and sent several e-mails in the past about various
> issues with
> our sales rep. No response. I've come to the conclusion that
> Harbinger's sales people do not actually exist. They only have voice
> mail and e-mail set up to make us believe they do.
>
> One question, why are we expected to pay a yearly maintenance fee when
> we cannot get any kind of support on the product when it is needed? I
> guess we don't need to worry about the new pay per solution since we
> never get to a point to get a solution!
>
> Kayla A. Talbot
> Sears Manufacturing
> (319)383-2882
> [EMAIL PROTECTED]
>
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