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We too have seen a lesser grade of
ability in the customer tech support in Vircom. As well as company
policy. A once strong supporter of the Vircom software, and have had a few
customers purchase there products, and most where happy. But we now feel
like the "little guys" dealing with the "Big software giant". I can understand
the need for changes, but it seems they had a great thing going with service and
customer relations in the past, and now its seems difficult to give a good
reference with the changes over the last 18 months or so.
I still owe Yves Lacombe a 1000's thx for all his time and help in our early years..
in my book he help make Vircom what it use to be...
Dave Willems
Admin Ultrasw.com
----- Original Message -----
Sent: Wednesday, August 14, 2002 9:21
AM
Subject: [VOP RADIUS] Discontinuation of
the upgrade insurance
At 10:52 AM 8/14/02, you wrote:
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
---
Outgoing mail is certified
Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.381
/ Virus Database: 214 - Release Date:
8/2/2002
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