Re: one more time

I understand your point but I personally disagree. You buy a product, you get
help. Most of the questions here are caused by what I would consider bugs. You 
may
not.

If I write a music program and I find that it is affected by a third party
installation I immediately publish a fix. Permissions have always been an issue
with iTools. This can be fixed real easy but has not. I made my own fix for 
iTools
5.0 as far as permissions go and it has works quite well for more than a year. I
will probably have to do the same for 6.0. My point is I shouldn't have to.

Again I have to disagree. The product is not dirt cheap but I agree that it is 
not
way overpriced.

My feeling is that you back up a product. If it doesn't pay to do so than make 
it
pay to do so. On my message bases I get all kinds of questions that I get paid 
big
bucks for, from large companies. I still answer them. If I see it's someone that
has paid for extra support (note:i call it extra support because a certain 
amount
of support should always come with a new product) I give them even more personal
attention. I pays off in the long run because you get good word. I personally
charge nothing for updates and can guarantee you that most of my customers buy 
my
new products without hesitation for this reason.

as a final note. I have never gotten an email answered in less than a week by
going thru proper channels with tenon. This is unacceptible.

I back tenon and their products 100% but can honestly say that their support
sucks.........on a positive note........Apple sucks even more.

C

Jon Nolan wrote:

> Charles,
>
> My point is this:  the list is a service Tenon provides so that we iTools
> users can help each other.  I feel that they have no obligation to undercut
> their business plan by providing free support on this list.  When they do
> so, we should all consider it a bonus.  The product is dirt cheap for what
> is provided.  They are certainly correct in charging for all support that
> is not flat-out bug related.  Lack of response to bug postings is
> irresponsible and, if that's been happening, there's cause for complaint.
>
> I don't mean to single you out.  There have been many, many posts with an
> angry tone about Tenon not answering the questions here.  Some have been
> ridiculously petulant.  We've even had near nervous breakdowns.  It seems
> that if we take this list for what it is - a self help tool - and request
> support through the established channels we'll all be much more relaxed.
> Additionally, if Tenon is actually generating revenue from support the
> product will be improved faster.
>
> My $0.02.  Once again, no offense intended.
>
> Jon
>
> At 11:24 AM -0600 7/16/01, charles wrote:
> >Actually I have purchased two iTools licenses and have purchased Tenon 
> >support
> >twice, as well. Sendmail.org is very helpfull, in fact they answer their
> >emails
> >the same day most of the time and they are a non-profit org. but this is a
> >diferent file configuration than they setup.
> >
> >I am aware of how useful iTools can be. In fact, I purchased it so I wouldn't
> >have to buy o'reilly's book. I have had iTools running for well over a year
> >with no problems.
> >
> >Unfortunately I haven't had the same luck with the latest version. I am well
> >aware of it's value to someone who doesn't have time to read all of the 
> >books,
> >etc. but without the support I might just as well not use it and dive into
> >setting my new server up without iTools.
> >
> >I only request for my money; If I ask a dumb question ......answer with a 
> >dumb
> >answer, at least. Just don't ignore it.  If you don't have time to answer it
> >because there is an expo or a holiday or whatever then say so ........this 
> >way
> >we can venture elsewhere and not waist or time. I rarely ask for support from
> >tenon. There is no reason for this poor response.
> >
> >C
> >
> >Jon Nolan wrote:
> >
> >> At 10:06 AM -0600 7/16/01, charles wrote:
> >> >Well I tried this and got
> >> >
> >> >
> >> >[www:/etc/mail] root# chmod go-w / /etc /etc/mail /usr /var /var/spool
> >> >/var/spool/mqueue
> >> >[www:/etc/mail] root# chown root / /etc /etc/mail /usr /var /var/spool
> >> >/var/spool/mqueue
> >> >[www:/etc/mail] root# newaliases
> >> >newaliases: cannot open /etc/mail/aliases: Executable files not allowed
> >> >[www:/etc/mail] root#
> >> >
> >> >Looks like I may have to re-install.....This is costly and may not be 
> >> >worth
> >> >using iTools if they refuse to address problems and I have to wing it. I 
> >> >am
> >> >disappointed to say the least.
> >>
> >> I can lend you my copy of O'Reilly's "sendmail" by Costales and Allman.
> >> It's about 1,000 pages, cryptic as hell and requires knowledge far
> >> surpassing file permissions, etc.  But, going sendmail alone is a worthy
> >> exercise and might generate some appreciation for the iTools solution.
> >>
> >> Another option:  purchase Tenon support and they might be happy to work
> >> through your seemingly unique problem.
> >>
> >> Jon
> >>
> >> ---
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> >> with the body: unsubscribe
> >
> >
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