[Emerald] Why you should never pay money for emerald support!

Mike Hale ( (no email) )
Mon, 9 Sep 2002 10:21:54 -0700

Is anybody else having a difficult time getting support from IEA/emerald
over the phone?

We pay emerald a few thousand dollars every year to have 9-5 phone
support from them. The problem is that everytime I call for support I
get the run-around and am told to continue trouble shooting on my own
and give them a call back. This has happened 3 times in the last 4 days
to me. The strange part about this is that I don't call them until I'm
stuck troubleshooting on my own. I try to be helpful and not get angry
with the support tech since angry people don't usually equal helpful
people, but I don't think this has worked. Try getting a support tech to
help you troubleshoot radius. You'll have more luck bringing peace to
the middle east.

I've had a tech tell me (I'll try not to mention that it was Anthony)
that people not being able to logon because they are stuck in the
on-line calls table is a "known bug" and the only work around is to
clear the entries manually. This "known bug" makes the software
completely useless. I've since found that there are other ways but how
about an online calls table that works. Is that so much to ask for my
money? Maybe even a calls table that there support department would help
me fix when its broken. Not a lot to ask.

Instead I get a blame game and a wallet that is much lighter. So far
support has been completely useless and I give it a big thumbs down.
Don't waste your money folks.

Michael Hale=20
Network Engineer TOUA.net=20
phone: 520-383-5849=20
fax: 520-383-2218=20
e-mail: mhale@toua.net=20
web: http://www.toua.net/ =20

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