Re: [cobalt-users] Cobalt support where are you?

["Jason Honingford, webmaster" <webmaster@xxxxxxxxxxxxx>]

We've placed several calls into Cobalt with regards to backing up and
restoring a Raq3. Apparently, you can back it up, but it will not
restore, and we only had about 50MB of web sites to restore.
Unfortunately there were 200+ web sites, which ended up having to be
entered AGAIN manually. Cobalt acknowledged it as a "bug" and said their
higher level support guys were working on it. That was 3 weeks ago, and
they have not called us back. So everyone out there thinks they have
their Raq3 safely backed up, when in fact, they will never be able to
successfully restore it if their Raq crashed!

On Cobalt's web site, they allow you to submit a form email to them and
they say they respond with in 1? business day. The last one I sent was
over a week ago, no response.

We want to transfer a site with an SSL certificate from IIS to the Raq.
The manual gives a step by step, but it fails every time. No support
listed in the knowledge base. No help here. No help from Cobalt. The
result is leaving our NT machines running for a year until all sites
with SSL run out.

Today our Raq has crashed about 5 times and we have no idea why, but
that's just one more problem added to the pile of unresolved issues with
Cobalt. There's nothing we are doing that goes against the Cobalt
warranty. We haven't even begun to look at any out of the ordinary
features of Linux and Apache. I'm afraid to with the Raq!!

Jason Honingford
www.exit18.com


----- Original Message -----
From: "Jeff Lasman" <jblists@xxxxxxxxxxxxx>
To: <cobalt-users@xxxxxxxxxxxxxxx>
Sent: Tuesday, March 28, 2000 1:55 PM
Subject: Re: [cobalt-users] Cobalt support where are you?


> > "Jason Honingford, webmaster" wrote:
>
> > Has Cobalt stop supporting their products? My last email to them
went
> > completely unanswered.
>
> I don't think they accept support via ordinary email.  Reports to
their
> website appear to take a while.  Telephone calls seem to be a bit
> better.  Recently it appears to be about one week between placing a
> support request and getting a callback.
>
> > Where else can I get help?
>
> First line of support is always your dealer.  If you don't have a
> dealer, or if you can't get good support, there's always us <smile>.
> We've built up a good Cobalt product support business with our prompt
> response time, good availability, and guaranteed work.
>
> > If I paid $50 per
> > incident, I'd put our company in dept!
>
> I guess I wrote too soon, then <smile>; there's no way I could work
that
> inexpensively.
>
> > It seems like all the problems
> > I'm having are due to bugs anyway.
>
> What do you consider a "bug"?  Would you please post an example?
Linux
> computers require a reasonable amount of expertise, especially when
you
> want to do something in the least bit out-of-the-ordinary.
>
> Jeff