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

[July at Zerowait <july@xxxxxxxxxxxx>]

I submitted a question two weeks ago and no response. Gee, only three more weeks
to go!
Also, don't even think of leaving a voicemail for their tech support. I have yet
to hear back from one of those. No, the secret is to call the 800 number and put
it on speaker phone for the 45 minutes to 2 hours it takes for a human to
answer.

July

M Fryer wrote:

> 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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