Ask Slashdot: How to deal with an unresponsive manufacturer who doesn't fix bugs

moofo writes: I have a huge problems with a security appliance since it's installation. Namely, the VPN SSL client is causing a big problem on the majority of my remote clients.

The company acknowledged the bug, but they are jerking me around with no resolution in sight. I tried third-party clients, but I'm worried of using them since they are not distributed by the manufacturer and they require some maintenance to keep working properly.

I also talked to various executives at the company and besides giving me apologies, nothing good is coming my way.

It's been more than 2 years, this is causing me trouble and aggravation. Besides making my internal customers unhappy. There is less than one year left of my service contract.

How do you deal with a manufacturer who doesn't fix bugs in a reasonable time frame ?

Buy elsewhere

[Spazmania]

Buy someone else's equipment?

After two years I would hope you understand that this vendor won't meet your needs. Not now. Not ever.

Re:

[moofo]

The thing is, I bought it, with a three year subscription, and apparently there is no way for them to reimburse me or compensate me for the trouble.

I obviously can't ask management to remplace the equipment for at least 9 months, As I'm the one who recommended the equipment in the first place.

My question is more in the sense: Is there anyway to strongarm them ?

Re:

[ripvlan]

A couple of choices (been on both ends of this)
1) hold back on monthly subscription/service fees
2) threaten to sue (need to have proof that it is costing you money - angle is violation of contract)
3) Escalate within your management - let the CTO/CEOs talk to each other.

Yeah - maybe you recommended them and you've learned since then. Don't hide it because somebody will find out soon enough. Be proactive and get internal help figuring out how to solve the problem. Always be professi

Re:

[moofo]

1) hold back on monthly subscription/service fees

It's paid outright with the purchase of the appliance...

2) threaten to sue (need to have proof that it is costing you money - angle is violation of contract)

I don't know what it would bring in the end.

3) Escalate within your management - let the CTO/CEOs talk to each other.

Yeah - maybe you recommended them and you've learned since then. Don't hide it because somebody will find out soon enough. Be proactive and get internal help figuring out how to solve the problem. Always be professional - you can let them know you are unlikely to buy again but don't needle them on this point. Get a few demos from competitors in the meantime.

If you paid for something and didn't receive it - you have an out. However, if this was some optional component that they were going to develop - then your learning is for next time - get the full demo. I think you are unlikely to get money back to cover your costs - unless it is big (take the CA govt vs Oracle).

As for talking to your management, make sure you can word the conversation in terms of a business case. Talk about how this is costing the business money (with numbers), how the business isn't able to achieve some growth (holding you back).

Management is more or less aware of it. As was almost always able to defuse all situations and prevent production loss.

I paid for a security appliance with a functional SSL client. It is functional, but It's use breaks the networking stack of the machine under certain condition.

It's mainly because It makes me look like a fool... And I had to make wonders to save the production in some cases...

Thanks for your