Dear Mr Green; When ChicagoNetTech purchased Rinella Internet Services in December of 2001, we inherited the Imail e-mail server product. Out initial impression of the product was a good one. It did exactly what it was supposed to do, accepted, routed and properly delivered e-mail to and from other e-mail server throughout the world.
As part of the process of purchasing Rinella Internet Services, we attempted to call several times to transfer the license of the product into our corporate name. It wasn't until someone from your sales department begged us to renew the license that someone actually responded to my requests to transfer the license. Over the last year, we have contacted Imail tech support on 4 occasions. 2 via e-mail, 2 via telephone. In each case, our question has been the same: "How do we go about acquiring a FULL VERSION INSTALL CD so we can move our e-mail server to new hardware WITHOUT having to do an install and applying several patches to that install?" In the case of both e-mails, we were assigned seperate CASE numbers. One of the case numbers is T2004092001EF, I cannot locate the other case number right now. This was an AUTOMATED case number, generated by another computer, not a person. In spite of four (4) attempts to contact Imail technical support, the only response we ever received was from a COMPUTER. WE HAVE NEVER RECEIVED A RESPONSE TO EITHER OUR E-MAILS OR TELEPHONE CALLS! WE HAVE BEEN ROUTINELY IGNORED BY IPSWITCH/IMAIL TECHNICAL SUPPORT! Never again, Mr Green. Ignoring a customer is the equivalent of shipping your technical support overseas to India, to be handled by someone with a less than skillful knowledge of the English language. Ignoring customers does not benefit either the customer or the company. Therefore, after experiencing on a firsthand basis the frustrations of attempting to contact Imail tech support and experiencing, first hand, poor customer service; after being ignored, in spite of making four requests; after hearing about the problems experienced by other Imail users; after looking into the solutions that are currently supplied by other e-mail software vendors, whether they are open source or a product that must be purchased; and, after watching, first-hand, the management of Ipswitch ignore the dialogue of this list for ten (10) days, we will not be renewing our service agreement when it comes up for renewal in March, 2005. Just as I have already voted at my polling place today, I am voting with my company's checkbook. Whether I pay for software, or pay for someone on our staff to configure a unix based machine with open source software, I will ultimately end up with a substantially superior product to what Imail currently offers. In the immortal words of Nancy Reagan, spoken as she was rallying young people on the South Lawn of the White House in the war against drugs: "Just Say NO!, Just Say NO!, Just Say NO! Just Say NO!, Just Say NO!, Just Say NO!, Just Say NO! . . ." Bruce Barnes ChicagoNetTech Inc PS: We also pull all purchases and support for any company who moves their tech support overseas. This is America and we need to keep our tech jobs in the United States. -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Roger C. Greene Sent: Monday, November 01, 2004 20:47 To: [EMAIL PROTECTED] Subject: [IMail Forum] IMail/ICS Update Dear IMail Customers, The messaging market has changed since we introduced IMail almost 10 years ago.� Back then, SMTP and POP3 were most of what was needed in a product.� Today, there is increasing demand for more comprehensive collaboration solutions and the stand-alone messaging market is shrinking.� That is why we introduced Ipswitch Collaboration Suite as our messaging solution for the future. In introducing ICS, though, we did not fully assess the impact on you, our customers.� Many of you have written or called to tell us about that impact.� We have listened to what you had to say and decided on the following actions: 1. IMail Server customers may continue to purchase Service Agreements without upgrading to ICS.� Since it is at the core of ICS, you can be assured that we will continue to enhance and support IMail Server. �As of December 1, Service Agreement prices will increase to $695 (from $495) for IMail Professional and to $375 (from $245) for IMail Small Business.� Note that anti-virus subscriptions will only be sold as part of ICS.� For those who have AV, we believe the ICS value proposition is compelling. As always, we strongly encourage all IMail users to keep current with new IMail releases. �We do not believe that per-support-incident charges are in the best interests of the majority of our users, and will not adopt them at this time (but will continue to listen to your feedback). 2. Ipswitch Instant Messaging customers may also continue to purchase Service Agreements.� As of December 1, the Service Agreement price will increase to $195 (from $99). 3. The December 31 deadline for cross-grade pricing to ICS has been eliminated, so you have more time to plan.� You may now make the move to ICS on your own schedule. I am sure that many of you will have questions about your particular circumstances, and I encourage you to talk to your Ipswitch or reseller salesperson about the best path forward for you.� I want to especially thank those of you who took the time to call us and explain your situations in detail.� We are pleased that we ended up opening a more direct channel of communications with all of you who wrote or called. �Last week Bill Pollack sent an e-mail with management names and phone numbers; please always feel free to call us. Sincerely, Roger Greene President To Unsubscribe: http://www.ipswitch.com/support/mailing-lists.html List Archive: http://www.mail-archive.com/imail_forum%40list.ipswitch.com/ Knowledge Base/FAQ: http://www.ipswitch.com/support/IMail/ To Unsubscribe: http://www.ipswitch.com/support/mailing-lists.html List Archive: http://www.mail-archive.com/imail_forum%40list.ipswitch.com/ Knowledge Base/FAQ: http://www.ipswitch.com/support/IMail/
