RE: GFI

In all fairness, while I am still concerned that I have not been contacted via 
phone, I would like to add to my previous message that GFI support did email 
this morning with links to patches and instructions which are supposed to fix 
the problems I mention below. If anyone is interested in knowing the results 
after I install the patches please email me directly and I will let you know 
rather than post an unrelated topic to the ISALIST.

 Ed Sullivan
IT Director
esullivan@xxxxxxx
KMA Direct Communications
Confidential and Proprietary 


-----Original Message-----
From: Edward Sullivan 
Sent: Monday, March 10, 2003 9:16 AM
To: [ISAserver.org Discussion List]
Subject: [isalist] RE: GFI


http://www.ISAserver.org


I have to add my two cents about GFI support. I have an outstanding issue with 
their MailSecurity and MailEssentials products where outbound SMTP email is 
being filtered by both products, which they tell me is not supposed to happen. 
I have been emailing support files to them for the last week and have suggested 
several times that a phone call might help expedite the solution process. I 
have a standard FE/BE SMTP gateway config and have followed their setup 
instructions (and subsequent support instructions) to the letter.

I haven't been called once. Like you say, Steve, I wish I could get away with 
that with my clients. When a client of mine asks for a call, I call, 
regardless. My experience is that for complicated support instances, actually 
speaking with the client is the best method for prompt resolution. Instead I am 
told in email by GFI that "We are currently looking into your issue and will 
let you know soon."

I am not an unreasonable person. I expect either a resolution OR a certain 
level of communication from support personnel during the support process. Tell 
me this is a genuine bug and it will require time to resolve and I will wait. I 
would prefer to hear that to being told "soon" and being strung along in email. 
"Soon" to my client means yesterday, not eight days and counting.

......free support on an evaluation product is just that, free support, but 
when it is contingent on a sale I expect better. I used to put on my best face 
when I was trying to impress a date. Didn't you?


-----Original Message-----
From: Greg Mulholland [mailto:greg_mul@xxxxxxxxxxxxxxx]
Sent: Sunday, March 09, 2003 11:56 AM
To: [ISAserver.org Discussion List]
Subject: [isalist] RE: GFI


http://www.ISAserver.org


Im hearing ya steve. I would love to be able to do that!  Life would be so much 
easier


Greg Mulholland
Technical Services Manager
Harvey Norman - Knox
greg_mul@xxxxxxxxxxxxxxx
+61 3 9881-3730

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