For someone who lives and works in Israel, I can tell you that it is exactly
the same here.
I have a Dr. Watson that they have been playing with for the past 2 months
and only today did I get a request for additional info after they first
claimed the problem "netsod.exe" wasn't even a CP one (funny how that file
is found under the FW-1 bin directory).
Great product, but the fing worst support ever.
I think to be honest that they have no idea regarding 70% of the problems
themeselves and have to hope to reproduce it or untill someone else finds a
solution for them.
Mike
> -----Original Message-----
> From: Ivan Fox [SMTP:[EMAIL PROTECTED]]
> Sent: a aooei 07 2000 22:00
> To: Aaron Turner; Peter Goodridge
> Cc: firewall list
> Subject: Re: [FW1] Checkpoint *sigh* support
>
>
>
> I would second Aaron's comment/experience.
>
>
>
> ----- Original Message -----
> From: "Aaron Turner" <[EMAIL PROTECTED]>
> To: "Peter Goodridge" <[EMAIL PROTECTED]>
> Cc: "firewall list" <[EMAIL PROTECTED]>
> Sent: Friday, April 07, 2000 2:36 PM
> Subject: Re: [FW1] Checkpoint *sigh* support
>
>
> >
> >
> > I'll be honest Peter, I'm pretty disappointed with Checkpoint's support.
> > Their high-level support engineers are all in Israel, which makes it
> very
> > difficult to work with them. Not to mention slow. I've yet to have a
> > problem which was escallated to Israel be solved in less than 2 weeks.
> > Some of these problems were pretty major (firewall crashes). Some were
> > just stupid configuration things, that I'm certain would of been fixed
> > much earlier if it wasn't for the time difference.
> >
> > Generally it works like this:
> >
> > Israel: send me this info
> > You: here ya go
> > 24 hours later...
> > Israel: Let me look into it
> > You: ok
> > 24 hours later...
> > Israel: send me this info now
> > You: here ya go
> > 24 hours later...
> > Israel: Hmm... let me talk to someone
> > You: ok
> > 24 hours later...
> > Israel: try this
> > You: doesn't fix it
> > 24 hours later...
> > Israel: try this other thing
> > You: nope
> > 72 hours later... (weekend)
> > Israel: try this now
> > You: I told you a long time ago I already did that and it didn't work
> > 24 hours later...
> > Israel: Hmmmm.... Let me look into this
> > 96 hours later...
> > You: give me your phone number and I'll come into work at 3am and call
> you
> > Israel: ok
> >
> > You get the point.
> >
> > My personal experiance is find a good vendor who knows their stuff.
> > References are a must.
> >
> > --
> > Aaron Turner [EMAIL PROTECTED] 650.237.0300 x252
> > Security Engineer Vicinity Corp.
> > Cell: 408-314-9874 http://www.vicinity.com
> >
> > On Fri, 7 Apr 2000, Peter Goodridge wrote:
> >
> > >
> > > I have been getting lousy support from my reseller.
> > > They have proposed signing me up for support direct
> > > from Checkpoint, which can only be better than what I
> > > getting now, right?
> > >
> > > Anyone getting direct Checkpoint support want to tell
> > > me if it's any good?
> > >
> > > THX,
> > > Pete Goodridge
> > >
> > > __________________________________________________
> > > Do You Yahoo!?
> > > Talk to your friends online with Yahoo! Messenger.
> > > http://im.yahoo.com
> > >
> > >
> > >
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