To be fair, I wonder how much larger Cogent is than Dragonwave? Someone has to pay the engineer's salary, and it costs to have a 24/7 support staff.
I always find it interesting to see people's perspective's on support. John Tom DeReggi wrote: > Well, when I really needed support for Dragonwave, 3-DB Networks (Daniel > White) was the man. (even though he's in sales) > So I'm saying, you can also rely on the channel. > > As for Dragonwave direct support, during business hours I had found them to > be helpful, and I have respect for their engineer's skill sets. And 24x7 > support is an option for REAL Emergencies. > But, I tried calling the 24x7 support twice (not crazy hours), and I got a > call back promptly both times, and they answered my questions. BUT they made > me feel so guilty for calling, I'm not sure I'll ever call it again. And > support was rushed, and to the minimum level needed to get me going. Be > prepared for the typical, you sure have better read the manual thouroughly > before wasting their time on Sunday, and better have justification that its > important. It is NOT regular support given 24/7. Its page someone at home > 24x7, when they don't really want to be disturbed, but they'll take the > call, if its important. I'm not complaining, I'm very thankful I had an > option to call them on Sunday. I'm just setting realistic expectations. > > Compare that to Cogent Communcations support. You can call them at 3am in > the morning, and get an experienced CISCO certified engineer, to help you do > just about anything. And they welcome your call, because they have a full > night crew there waiting for work. Its a whole nother level of 24x7 support. > > Tom DeReggi > RapidDSL & Wireless, Inc > IntAirNet- Fixed Wireless Broadband > > > ----- Original Message ----- > From: "can...@believewireless.net" <p...@believewireless.net> > To: <wireless@wispa.org> > Sent: Friday, July 24, 2009 8:52 AM > Subject: [WISPA] Dragonwave Support > > > >> Just curious what everyone's experience with Dragonwave support has been. >> Do they answer e-mail/phone calls promptly? Is their support 24/7? Is >> the product so good you just don't know because you've never contacted >> them? >> >> >> -------------------------------------------------------------------------------- >> WISPA Wants You! Join today! >> http://signup.wispa.org/ >> -------------------------------------------------------------------------------- >> >> WISPA Wireless List: wireless@wispa.org >> >> Subscribe/Unsubscribe: >> http://lists.wispa.org/mailman/listinfo/wireless >> >> Archives: http://lists.wispa.org/pipermail/wireless/ >> > > > > -------------------------------------------------------------------------------- > WISPA Wants You! Join today! > http://signup.wispa.org/ > -------------------------------------------------------------------------------- > > WISPA Wireless List: wireless@wispa.org > > Subscribe/Unsubscribe: > http://lists.wispa.org/mailman/listinfo/wireless > > Archives: http://lists.wispa.org/pipermail/wireless/ > > > > -------------------------------------------------------------------------------- WISPA Wants You! Join today! http://signup.wispa.org/ -------------------------------------------------------------------------------- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
