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

["Brenda Fuller" <bfuller@xxxxxxxxxxxxxxx>]

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

Yep - that's typically the response timeframe I get with the original date
of request removed also.

> 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.

If it wasn't for the GREAT people on this list I would have been in real
trouble. I have been
fortunate enough that the people on this list have helped me resolve the
problem long before
Cobalt responds to my e-mail (by a matter of weeks).  The users on this list
have saved me
many times <thanks all!>

> Does anyone have a clue why it would take them 5 weeks to answer an
E-mail?

Maybe they use their e-mail server for development?  :)

> It is certanly not because they are busy answering questions in this
forum.

I think I read somewhere that Cobalt does not support this forum.  There are
a couple of
responsive Cobalt people that pop in and out once in a while.

Brenda Fuller