Submission + - Fair manufacturer's technical support
VincenzoRomano writes: One year ago I decided to buy some "enterprise grade" hardware, firewalls actually, in order to replace the old ones used by the former ISP.
Before buying them I did a kind of survey. I browsed the product "data sheets" from the manufacturer web sites and in some cases, asked for more details by email.
I finally choose a top product already in the market since one year and a half from a very well known and reputable company.
The product showed a nuber of issues as soon as unpacked and put to work. I mean things like not being able to keep a VPN up and running for more than a bunch of minutes or doing bad IP routing on the LAN.
I've spent the last year to make that equipment working accordingly to both their data sheets and the features expected from an "enterprise grade" product.
Important issues are still open while the technical support is actually relying on my own stuff and setup and on my personal availability in order to do troubleshooting, firmware beta testing and other experiments.
I've finally blamed the product as
What's your opinion about such a behaviour in a company? Is it fair?
Before buying them I did a kind of survey. I browsed the product "data sheets" from the manufacturer web sites and in some cases, asked for more details by email.
I finally choose a top product already in the market since one year and a half from a very well known and reputable company.
The product showed a nuber of issues as soon as unpacked and put to work. I mean things like not being able to keep a VPN up and running for more than a bunch of minutes or doing bad IP routing on the LAN.
I've spent the last year to make that equipment working accordingly to both their data sheets and the features expected from an "enterprise grade" product.
Important issues are still open while the technical support is actually relying on my own stuff and setup and on my personal availability in order to do troubleshooting, firmware beta testing and other experiments.
I've finally blamed the product as
and have requested some kind of compensation for all the job I had to do."far from being ready to market or even usable for beta testers"
What's your opinion about such a behaviour in a company? Is it fair?
