Gawd, not this thread again....
Anyways, I do want to give Checkpoint a thumbs up. The last time this
thread came up and I gave my $.02, no fewer than three Checkpoint support
managers (from both Israel and the US) called/emailed me and asked all
sorts of questions and generally asked for my input on how to improve
their support infrastructure. This wasn't some general survey that you
usually get with Sun or Cisco with regards to support tickets, these three
people went out of their way to contact me.
When was the last time three people from Cisco, Sun, or Microsoft called
you because you said their support sucked on some email list?
I don't expect things to change overnight and get better, but at least the
people at Checkpoint understand that there is a problem and are willing to
take the time to learn more about it in an effort to fix it. How
effective they are is yet to be seen, but I for one think they're on the
right track.
So let's give them a break and see what happens. If you've got a
complaint/problem/issue, I strongly recommend you call Checkpoint and ask
to talk to a support manager and explain to them your problem (having a
trouble ticket to reference is really helpful here). See what happens.
-- Aaron
--
Aaron Turner [EMAIL PROTECTED] 650.237.0300 x252
Security Engineer Vicinity Corp.
Cell: 408-314-9874 http://www.vicinity.com
On Sun, 4 Jun 2000, Patrick Plawner wrote:
>
> Hi,
>
>
> Looking at the last 2 Emails, I wanted to share with our position.
>
> Check Point Software is committed to provide the highest quality of support.
> We continually review our support procedures in order to improve and best
> serve our channel Partners and Customers.
>
> This is not to say that the world is perfect. It is clear that they are
> cases where the trouble shooting could be optimized but again, never forget
> that the products we are dealing with are very rich in features and
> possibilities, which certainly makes the work of our Engineers, as
> interesting as complex.
>
> As Check Point Resellers and Customers, you can help us by providing
> detailed feedback on where you see we could improve. This is our common
> interest that, when you see an area of improvement or a matter where you are
> not satisfied enough, you would contact a Check Point Support Manager, and
> share it.
> You certainly have our commitment that we will work with you on the
> resolution of any matter you would raise.
>
>
> Best Regards,
> Patrick Plawner.
>
>
> -----------------------------------------------------------------------
> Patrick Plawner - Escalation Director
> International Headquarters
> 3a Jabotinsky St. 24th Floor
> Ramat-Gan 52520 Israel
> Tel: + 972 (3) 753-4562
> Fax: + 972 (3) 575-9256
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