dougw@fdls.UUCP (Doug Walker) (04/06/90)
In article <2783@softway.oz> gary@softway.oz (Gary Corby) writes: > >About two years ago I did some work for a client who had quite a sizable >number of Unify bug reports. To the best of my knowledge this "customer >support group" still has not replied to, let alone fixed, any of the bugs. >I know for a fact that the client still has the various problems we reported. >I must hasten to add the problem was not with the poor fellow in Sydney >charged with local support. His frantic faxes to the US Unify Corp were >ignored just as much as our clients'. > >Normally I would hesitate to post such a negative article, given that no >software is perfect and remote support difficult. But Unify's unconcern >was so shocking I have since recommended others against using Unify and >would do so again. > >Gary > Sorry to hear about your bad experience. I've generally been quite pleased with the technical support I've received from Unify Corporation. But, I'm calling direct to their Sacramento, CA headquarters - no middle person. If a tech support rep is not available when I call (which is admittedly most of the time), I am advised of this fact and then an appointment is set up for a call back at a specified time (usually within 1 to 2 hours). It's nice to know when the call back will be coming (no telephone tag) - and they haven't missed the appointment time yet. -- ----------------------------------------------------------------- Doug Walker | email: uunet!fdls!dougw | Oregon Department of Agriculture | Tel: (503) 378-3790 | Food and Dairy Division | Fax: (503) 378-5529 | 635 Capitol Street NE | | Salem, OR 97310-0110 | | ------------------------------------------------------------------
gary@softway.oz (Gary Corby) (04/10/90)
dougw@fdls.UUCP (Doug Walker) writes: >Sorry to hear about your bad experience. I've generally been quite pleased >with the technical support I've received from Unify Corporation. But, I'm >calling direct to their Sacramento, CA headquarters - no middle person. >If a tech support rep is not available when I call (which is admittedly most >of the time), I am advised of this fact and then an appointment is set up for >a call back at a specified time (usually within 1 to 2 hours). It's nice to >know when the call back will be coming (no telephone tag) - and they haven't >missed the appointment time yet. This was definitely not my experience. However after my original posting I received some very concerned mail from Unify Corp. Unify seem genuinely worried and want to address the problems I raised. So if the gentlemen from Unify Corp who mailed me are reading this, thankyou for your concern. I've replied to you both via email, but my first attempt was bounced and I'm trying again. Gary -- Gary Corby (Friend of Elvenkind) Softway Pty Ltd ACSnet: gary@softway.oz UUCP: ...!uunet!softway.oz!gary