[THIN] Re: Battle of the Thin Clients - Neoware vs. Wyse - Battle of Rapport and eZRemote Manager

Trevor and I have talked about our mutual  woes with Rapport. I would basically 
just like to echo what he said. The client devices themselves, in our case the 
9450XE's, are excellent. Rapport is, in my opinion, a not ready for prime-time 
product that is not enterprise class in any sense of the word. 
 
My experience with their support has been pretty bad as well. There are days 
where I wait for hours on hold only to get half of an answer. Other days I get 
through releatively quickly. One thing for sure, don't ever use there 
web-support feature if you want any help in a reasonable amount of time. Last 
time I submitted my problem via their web page it took over 2 weeks for a 
response. 
 
Not to change the topic, but I would be curious to know more about the Neoware 
software product to manage TC's.
 
-Mike MacDonald

        -----Original Message----- 
        From: Trevor Fuson [mailto:fuson@xxxxxxx] 
        Sent: Fri 7/23/2004 12:18 PM 
        To: thin@xxxxxxxxxxxxx 
        Cc: 
        Subject: [THIN] Re: Battle of the Thin Clients - Neoware vs. Wyse - 
Battle of Rapport and eZRemote Manager
        
        

        The WYSE 3455XL is a great unit, however Rapport is what really cripples
        the entire Wyse product line.  Wyse needs to dump Rapport and start
        using a product that works. 
        
        I can only hope someone from Wyse who reads this list and will clue in
        to how dissatisfied their customers are and fix their product.
        
        My Rapport install has been broken since our initial deployment well
        over a year ago. I still have problem calls in with Wyse to fix this
        issue. I think that the tech support department knows that there is no
        way to ever get Rapport working properly so they just stall by having
        you do the same things over and over which never fix the problem.
        
        I have reinstalled Rapport 7 times on 3 different computers using 2
        different operating systems.
        
        Rapport touts that they are based on open standards, however they are
        really a MS only shop.
        "The only FTP service we support with Rapport 4 is Microsoft IIS / FTP"
        
        Rapport also touts that it can scale to 10s of thousands of devices, and
        you can simultaneously update thousands of devices simultaneously. I
        can't even get my Rapport to do more than 2 updates at a time with any
        level of reliability.
        "with workgroup you can only push to 5 clients at a time. And this
        doesn't always work 100%"
        
        To upgrade to enterprise you merely need to change the license key to
        unlock the simultaneous updates value.
        
        
        Rapport Scorecard:
        Pros:
        - Allows for remote management of 1 device at a time with very few
        crashes of hangs.
        
        Cons:
        - You probably will not be able to manage all of you devices with
        Rapport because updating one device at a time means up to 1 hour per
        device per update.  There are only 24 hours in a day.
        - Rapport is difficult to install.  There are several things which cause
        the installer to hang or to not work properly. You will need dedicated
        hardware to host Rapport, it doesn't co-exist with anything nicely.
        - Lack of documentation.  There are several serious omissions in the
        help system which they call their documentation.  If you want the
        documentation you need to take an expensive training course with WYSE.
        - Tech support are unable to help with problem, you will need to fix any
        serious issues you have with the product yourself.
        - Rapport is locked in with MS only technologies.
        - Rapport doesn't even support Server 2003, it is locked in with MS yet
        you can't even use the latest MS software.
        
        Overall Score: 1/10
        
        It took a great deal of self control to write this review in a positive
        manner.
        
        Thanks,
        
        Trevor.
        
        
        -----Original Message-----
        From: thin-bounce@xxxxxxxxxxxxx [mailto:thin-bounce@xxxxxxxxxxxxx] On
        Behalf Of adamadz
        Sent: Thursday, July 22, 2004 8:13 PM
        To: thin@xxxxxxxxxxxxx
        Subject: [THIN] Battle of the Thin Clients - Neoware vs. Wyse
        
        Hi everyone,
        
        My company is soon to be going to a thin client solution and we'll be
        expanding our Citrix environment to accommodate.  I've been searching
        the net trying to find any product comparisons between Neoware and Wyse
        terminals.  We haven't decided which exact models, but we're looking at
        the Neoware eon e100 and the e300 and their Wyse counterparts (all
        running XP Embedded).
        
        Does anyone have experience with both Wyse and Neoware or have/know
        where a white paper or PDF comparing the two may reside on the net?
        What about Wyse's Rapport Management Suite versus Neoware's ezRemote
        Manager?  Any differences or benefits to one over there other?  How's
        customer service for each company?
        
        This is all new territory to me, so any help, advice, comments, etc. are
        appreciated.
        
        -adamadz
        
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