RE: Tech Support policy question...

Let me put in my 2 cents worth. I to have had a few instances were they
didn't have an answer so they just blew me off. The first involved the
cgi.pm module under WebTen 2.x. When ever the module was used it ate up a
huge amount of memory basically making it unusable. The first time I asked I
got the 'We're looking into it response' and then silence. I continued to
ask about it over the course of the life span of 2.x with no response.
Didn't hear from them until 3.0 came out and the problem was fixed (well
supposedly fixed, I gave up on 3.x but that's another story :-).

The other involved a caching problem with 2.1 that prevented our server from
running. I sent a message to the list thinking that it would provide the
greatest number of answers. Got a couple of suggestions from list users but
nothing from Tenon technical support. When I sent another message asking
technical support to respond I got a condescending response, telling me I
should always send to Tenon's technical support email address first, that
was absolutely no help (I'm not even sure they read the original message).
After that I gave up and reinstalled the software.

The third had to do with using a plug-in called Welcome for doing rules
based redirects. Again they acknowledged the problem existed, said they were
looking into it, and then silence.

What bothers me is that some problems receive a lot of attention and others
are simply ignored or, when the issue is pushed, receive a curt, unhelpful
response.  

> >I've recently asked (what to me anyway) were several very important
> >questions and have not had any responses from Tenon and yet other
> >questions seem to be answered remarkably fast by Anita and 
> Stephanie and
> >Eric and others.
> 
> It's strange - I too have seen this. We have a complete show stopper 
> with iTools reconfiguring our box to appropriate IP addresses used by 
> other computers and I have seen other people mention being bitten by 
> the same issue. Not a word from Tenon.
> 
> Quite a few other companies seem to work the same way - if a problem 
> is not solveable don't talk about it and maybe it (or the customer) 
> will go away. At least so it appears from the behaviour exhibited. 
> Maybe we're strange - if a customer finds an issue and we can confirm 
> it we acknowledge the fact immediately and keep them in the loop 
> until we resolve it one way or the other.
> 
> Oh well. Maybe they're too busy configuring their generators :-)
> 
> Stephan
> -- 
> Stephan Wik                        http://www.anu.net/
> ANU Internet Services         Lasso/WebCatalog Hosting
> 
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