> -----Original Message-----
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED]]On Behalf Of Roy Mendoza
> Sent: Wednesday, February 16, 2000 4:47 AM
> To: [EMAIL PROTECTED]
> Cc: [EMAIL PROTECTED]
> Subject: Re: SonicWall
>
>
> I've seen that eror message when attempting to apply the wrong firmware,
> i.e, the SOHO version on a PRO box. BTW, that PPTP issue was addressed in
> July of last year - firmware v3.4.0. The latest is v4.1.0.
The "fix" to the PPTP issue doesn't work. I originally logged a bug report
with them in mid November, that was fourteen weeks ago. SonicWall has
acknowledged that there is a bug, and that other customers have experienced
it.
To SonicWall's credit, after more prodding on my part, they are taking
active measures to fix this issue. Regardless of the active measures they
are taking now, I would prefer to have a product work as advertised. I'm
funny that way.
> Regarding technical support, SonicWall provides FREE technical support via
> phone and thier web site (http://register.sonicwall.com/swtech.html).
> Unlike most other companies, they want to continue offering free tech
> support. However, as you can well imagine, since it is free,
> response time
> may not always meet everyone's situation. As a result, they offer support
> contracts.
If a product is not working as warranted, it's simply good customer service
to fix it. Besides, it's disingenuous to offer FREE support that so bad
(not just slow responses, but non-responses) you're forced to pay for a
support contract.
>
> But, I have to say, where is your SonicWall dealer? We always provide
> first level support to all our customers whether it's SonicWall or another
> firewall product. With the experience of many installations in vastly
> different environments, we typically have already encountered the
> situation
> and can resolve it over the phone. If not, our strong dealer relationship
> allows us to get that answer for you quickly. I also think it's important
> for dealers to keep backup devices on hand for their customers - we do.
>
I bought it from a warehouse dealer. In my experience, (and no offense
intended towards you) value-add dealers are an expensive way to slow down
problem solving. I have to drill through their technical support to get to
the manufacturer who actually knows something. It sounds like your company
is better than that. More power to you, and thanks for the response.
Regards,
Kevin
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