Well, I did say it was a gut feel. The missing one percent could be you
load of bull.
>My experience? 1st run was never answered. 2nd followup never answered.
>3rd followup, a month later, I'm told to upgrade to a version that didn't
>exist when I wrote the mail.
>
>2nd run -- the problem still wasn't fixed, of course, not that the person
>do email had bothered to check if the new beta fixed it. No answer. 2nd
>email, 2 weeks later, is answered a week after I send it.
I checked in the archives and I regret to report that you are almost
entirely correct. The only difference I see is that your 2-DEC-1998 email
was replied to on 4-DEC-1998, not a week after you sent it.
Your situation is why we wanted something better than what we had. I
cannot explain how or why what happened to you happened. Mostly because I
stopped doing email support at the beginning of September 1998. Just
before you problem happened.
>I'm told they
>"are looking at it", and the problem is still not fixed.
As the TSE stated in his response to you the last 60 received is not
documented and as such is not officially supported by engineering. I do
not know why they dropped that information. I have found it EXTREMELY
useful in debugging various situations. I'll see what I can do to get it
back into the ComOS.
>I certainly hope it has improved, because the old model of livingston
>email support was like peeing in a well to try and float yourself to the
>top.
You experienced the very old model of email support. Instead of being an
isolated case, your experience occurred more frequently. Check the
portmaster-user archives for 1995 and 1996.
I have also checked and see that Brian Moore has been getting the desired
response time for his PM4 and SNMP issues.
>(on a more positive note, Livingston hardware works great for us. I just
>rank their tech support as "useless" for email purposes based on my
>experience)
Given you experience with us, completely understandable.
I suggest you try it again.
JGT
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4464 Willow Road ftp://ftp.livingston.com/ Tel: (800) 458-9966
Pleasanton, CA 94588 http://www.livingston.com/ Fax: (925) 737-2110
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