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

[Jonas Pasche <jonas@xxxxxxxx>]

hi,

> Nice concept for some things, but doesn't work for all.  When there are
> bugs in the Cobalt software, I don't want to install a fix from anyone
> but Cobalt.  The RaQ3 catch-all email bug has been outstanding for
> several months now (with the only solution having been pulled by
> Cobalt).  I reported the FP security bug on RaQ2s and RaQ3s two months
> ago, and there has been no solution for that.  Only Cobalt can fix those
> problems.

well, if you understand the concept of the cobalt modules and knew a bit of 
perl, you're sometimes able to fix things yourself. but the important thing 
is that IMHO cobalt is _responsible_ for making their solutions work. i 
personally have found out several bugs and sent them to cobalt. it took 
weeks to get a reply, and then it's only "we're aware of the problem and 
are working hard on it". the backup tool is my personal favourite. i 
countinued reporting bugs, and suddenly it got the answer "we have tasked 
an engineer with fixing/rewriting the backup code". i continued reporting 
bugs to my new contact person, with no reply. one day i ASKED for a reply, 
just to make sure that the person i called isn't dead, and he told me 
"currently we are investigating our "backup"
solution." should i laugh?! "i have forwarded your email to my manager mr. 
coryell as he is in charge of future backup software solutions." - okay, 
never heard something again from cobalt, and you all can see that there are 
no further updates for the backup script except the ascii/binary fix for 
the raq2.

> It doesn't matter where you bought the product, Cobalt says that they
> support it, but it just doesn't seem that the support really exists.

extremely varying. sometimes i get response within hours. most times never, 
or VERY late. seems to be very unstructured. i understand that cobalt can't 
explain thirty times a day "how can i create a catch-all address". but they 
should support their own scripts if they don't work like they should. does 
cobalt test their own products before they ship them? ever used the backup 
"solution" on your own, cobalt guys? he?

> I know that there are some people working hard at Cobalt.  Maybe there
> just aren't enough people to do the work.  Maybe they should have spent
> some of the IPO money in house instead of doing things like buying
> Chilisoft?

yes, there are hard working people at cobalt, and i've been in contact to 
many that know their products very well. sometimes they provide exactly the 
solution i needed. but that are only small lights in the obscure darkness 
of cobalt's customer support. :(

cya, jonas


____________________________________________
Jonas Pasche
Technischer Support

webagentur Domke GmbH

Rheinstr. 3 - 64283 Darmstadt - Germany

Telefon +49 6151 17742-33
Telefax +49 6151 293173

http://www.domke.de

mailto:j.pasche@xxxxxxxx
____________________________________________