> You have sent a support E-Mail to support@livingston.com
> In order for you to get better support it is important that you first
> contact your Livingston Reseller who will be able to give you more
> timely
> support, as well as in your local language.
> Livingston Enterprises does not do direct end-user support in your
> area,
> please send future support queries to your reseller.
>
I have a few issues with this,
Firstly, since when did we speak a different language in the UK to the
US (excepting certain dialect differences) I do however acknowledge that
european support is based in France.
Secondly, most of the issues that I have ever had I have either
contacted LE direct (through support, Ben Vaux or portmaster-users) or
on the odd occasion that I have gone via my reseller they have had to
contact LE for an answer, which (from my point of view) can cause
incredible delays if my questions (and answers) are being relayed
through a third party.
One of the overriding reasons for choosing LE equipment over and above
other vendors (other than hardware and software superiority) was the
fact that they will provide direct support. We are an end-user and a
reseller of various pieces of equipment (in fact we have sold a few
portmasters and have had a very good relationship with LE)
Quoting from LE Advertising material:
'I cannot speak highly enough of Livingston and Portmaster. It is a
refreshing surprise to find a supplier and product that gives actually
more than you expect' said Wayne Taylor Director of LAN Systems in
Leicester.
After receiving Carl Rigney's message stating that support eMail will
now be handled in a much more timely fashion I am very concerned that we
now appear to be 'second class citizens' if we are outside the US. As
there are many non US citizens on portmaster-users and
portmaster-announce I think that and official statement from LE should
be qualified if this is indeed the case.
I am very grateful for your response to my message Ronald, and I have
infact downgraded to 3.5c6 but from the tone of your message I get the
impression that you are saying 'here is the answer to your question but
please don't ask me anything again'
It would have been nice to have the improved SNMP support, the better
V32bis modem support, the additions to Radius, BGP, fixed OSPF etc etc
but well I can wait, I waited through all of the betas not wanting to
run beta software on a production machine so what's the difference other
than there is no B in the name ???
Cheers
Phil Taylor
LAN Systems (also a Director !!!)
And here is the remainder of Ronald Schaller's reply;
> Phil,
>
> indeed they can be a few modem connection problems with ComOS 3.7 on
> the PM3.
>
> If you have no specific need to run ComOS 3.7, I would suggest
> downgrading
> back to ComOS 3.5c6 and to contact your reseller who will inform you
> as
> soon as these problems are resolved.
>
> Thank you very much.
>
> Roland Schaller ... Technical Support Europe Middle East and Africa.
>
>
> At 10:23 19/08/97 +0100, Phil Taylor wrote:
> >Hi,
> >
> >We have had a few modem connection problems since upgrading our PM3
> to
> >ComOS 3.7 with the old True Digital V34 modems.
> >
> >Are there any known issues at the moment ??
> >
> >Unfortunately the majority of the problems seem to be a certain batch
> of
> >Rockwell based V34+ modems that we sold :-(
> >
> >Any ideas would be appreciated.
> >
> >Cheers
> >
> >Phil Taylor
> >
> >
>