Re: [cobalt-users] Cobalt Staff Hmmm.....

["manitu" <manitu@xxxxxxxxxx>]

> What did you have to do to get a reply within 6 hours? I think I got two
> questions answers within 48 hours about a year ago and then the last
> three questions went unanswered - all via email. Not even a "we don't
> support that" answer, but got no reply, nada, zip, zilch. The last
> question went out about a month ago.

I also had NO problems with Cobalt support yet. I got my RaQ2 in October 99
and have had a few newbie questions sent via email to the support email
address and got the reply within one day.

BUT Cobalt did change its support policies. Sending an email to
support@xxxxxxxxxx is no longer supported. You HAVE to send all support
requests via their website. When sending an email to support@xxxxxxxxxx you
get the following email back:


> Thank you for contacting Cobalt Networks Technical Support
>
> In order to improve our support offering, we now require all contacts to
> be made through our web site.
                    ^^^^^^^^^^^^^^^^^^^^


I think one of the most important parts of the form mentioned in their email
is that it require^s the serial number or MAC address of your Cobalt
product.

I have sent a request via their website form in December and the support
staff have contacted me within 24 hours. I have had a problem with a cron
job and the staff there logged into my server and corrected this.

I think the whole problem you all are encountering is that you send emails
to support@xxxxxxxxxx and don't read the autoresponder. But the email you
sent never reaches support....

Try the form on their website and I suppose you will get an answer from
Cobalt.

Best regards,
Manuel Schmitt