[cobalt-users] <rant> Cobalt Support - May we help you? </rant>

[M Fryer <mfryer@xxxxxxxxxx>]

Looking for feedback on the help you guys (gals) are getting from Cobalt via
their "Support Form" on their Web site.

I consider myself a reasonable person. Even with mission critical stuff like
our servers, I understand that sometimes a support group can get backed up
with requests, that said ....

On March 28 we filled out and submitted the Cobalt online support form
asking a simple question. We got a response TODAY. That's 35 days... I don't
know about the rest of you, but I have a feeling our customers might be a
little upset if we ignored their requests for help for over a month.

Fortunately, Microsoft responded the next day (with a contact number no
less) which gave our main hosting company tech enough info to get us going.

Two things that are topping on the cake (But you have to laugh) are: 1) We
always type the date submitted on the first line of our request to Cobalt.
When they respond they ALWAYS remove that first line, everytime. It's like,
well, maybe they won't be pissed if they don't remmeber how long it's been
since they sent this. 2) They responded by saying "Well, we tried it and it
works fine for us. Well, yeah, it does NOW guys, we fixed it almost 5 weeks
ago.

Does anyone have a clue why it would take them 5 weeks to answer an E-mail?
It is certanly not because they are busy answering questions in this forum.
The list is a real blessing. I really appreciate you sharing your knowledge
of the Cobalt products, as I am sure many others do also.

M

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