I've only used support several times in the initial setup and by email but
found that the company was responsive and willing to help.
On the other hand this software is a lot more complex and does require a
knowledge of other components that they do not sell. This has to make it
pretty difficult for them.
I have also gotten quite a bit of information from the web site by searching
through the mailing list archives and if I haven't found my answer there
someone on the mailing list has been able to answer every question I've ever
asked.
Matt Branyik
-----Original Message-----
From: Robin Galyan [mailto:robin@nxs.net]
Sent: Tuesday, September 10, 2002 12:35 PM
To: emerald@iea-software.com
Subject: Re: [Emerald] Why you should never pay money for emerald
support!
But... what about the competition. Just as bad is the word I hear,
perhaps worse.
We are not real upset here any more, now that we can finally get decent
reports, and the bills do go out and so on. But I must say that was the
absolute toughest roughest upgrade I ever paid a quarter years salary for
!!!
My only problem now is the turn around time. All questions do seem pretty
much to be answered... many times just that it isnt available or perhaps
next version, but at least an answer. But we have to wait 2 days sometimes
for that.
Perhaps if this discussion list was (or is it?) archived so we could see and
search?
dunno, just hate to switch. besides, with all the help we have given
them Id really like to see em make it and stay on top... wouldnt you?
Robin
Net-Express Internet
Knoxville, TN 37922
http://www.nxs.net
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