That's not the issue. The issue is not knowing what to expect until the time to make a purchase decision comes up. I just talked to Vircom a month ago about by various support plans and upgrade insurances. Nothing was said about not being able to continue with the "upgrade insurance."
Some people have had a "support plan" since day one and others have had "upgrade insurance" since day one."
"Gee that doesn't affect me. I had that anyway. Seems fair to me. blah blah."
Mike Roberts
This msg is about our modusmail server not delivering 100% of the inboud and apparently outbound email.
See paragraph that starts "Secondly" for details.
The problem is that all the "Warm and fuzzy" original Vircom employees are completely out of the customer loop.
They are not involved with the day to day operation, in other areas of development, or simply no longer work at Vircom.
I had such a bad problem with one particular new employee about support contracts on VOPRadius that I told Vircom
I would never renew anything with them if I ever had to talk to him again. That didn't seem to concern them.
This riff was over the way we were/weren't notified of expiring support. We were sent a single email who's subject was so long
that the "renewal" part was not displayed on the screen, and was so burried with the gross volume of Vircom mail list traffic
that we didn't see it.
You would think that with what yearly support costs they could afford a phone call to take your money. They don't see it that way.
When I finally caught the expiration about 60 days later we got the "too bad" routine.
Secondly, it appears that we are not getting some mail from Vircom. How can a company expect to notify you via email
when you run their email server that doesn't delivery their email to you. I wonder if they have moved into the voice mail
software business. After calling support and waiting on hold for 15 minutes, I left two voice msgs that were never returned.
Nor were the emails I sent to support. Vircom must be running their own mail server software as well.
*** Epilogue - Any company can do anything they want. What is happening in the Internet business is that most/all
software/hardware vendors at going only after the "whales" like AT&T, Sprint, etc. and simply don't want to do business
with smaller companies. One way to make that happen is to keep cranking up the price and lessening the product.
I know what I was told in the begining would be the yearly cost to renew the modusmail spam/virus updates. I have lots of reason
to believe it will be much more than I was told. I guess I should have known better when Vircom refused to put the renewal price in writing.
Larry Essary
