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

[Malcolm McLeary <mim@xxxxxxxxxx>]

on 2/5/00 11:17 PM, M Fryer at mfryer@xxxxxxxxxx wrote:

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

I've had mixed success with the web based support form ... sometimes I get a
next day reply, other times it takes weeks.

I believe that there is a "paid for" support option ... I can't justify the
cost unless you get a better quality answer.  I think you'd just get the
same answer, just sooner.  As examples I'd like to hilight the fact that
there are outstanding problems with shipped and shipping systems which have
not been fixed ... these are not user configuration issues ... they are
basic functionality which is broken.

1.  netatalk on a Qube 2700WG will not support users coping Mac applications
to group shares.

2.  netatalk on a Qube2 fixes the Qube 2700WG problem, but introduces a new
one ... whenever a Mac user opens a directory, ALL the file modification
dates are updated (i.e. as if ALL the files were touched).

3.  Admin GUI on a Qube2 corrupts a users SAMBA password whenever the admin
changes the users quota.

These may not appear to be BIG issues, but they have not been fixed
(although numerous security patches have been released in the meantime).  I
find it interesting that the Gateway Micro Server (i.e. a black Qube2 with a
PCI modem) has a "fixed" version of netatalk, but still has problem 3.

What burns me is that many Qube installs are for local use only and they are
not visible on the internet so these security patches are simply irrelevant
... not so the netatalk and SMB password issues.

Perhaps Gateway will be able to provide better "support" ... they are much
bigger and have a very significant support infrastructure which provides
support for their existing consumer pc lines, but I fear the bottleneck will
still be Cobalt when it comes to actually fixing the base product ...
everything seems to be with QA!

Cheers,  Malcolm

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                       Information Alchemy Pty Ltd
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Malcolm McLeary                                  Mobile:   0412 636 086
Managing Director                                Email:  mim@xxxxxxxxxx

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