Re: SM's Tech Help (or lack of)

This WebDNA talk-list message is from

2000


It keeps the original formatting.
numero = 27677
interpreted = N
texte = Unfortunately making a call from Germany is impratical. I have been posting for a couple of weeks about problems using WebCat on solaris. At this point the trail serail number will expire before it is working correctly.SM has an opportunity to have their product replace a multi-million dollar system, but it appears that they do not care about it.I did get a replacement file for one that was apparently messed up either in the distribution or while it was being installed. That did help a great deal, however, once Webcat started functioning there have been other problems (like quiting within a few m inutes of starting, runnig a particular template that forces WebCat to quit everytime etc) to which SM has not bothered to respond. On my initial email to them (webcatalog@smithmicro.com) I got an 'auto-response' about 3 dasy later, then when I went to the webpage referenced in the email, I updated the information, then received an email telling me I didn't enter the data inbetween the lines properly (kind of hard to do on a web based form that they themselves created). I once got an email asking me to send an email to support, which I did, but have not gotten even an auto-reply in over 1 week. I even sent an email to sales@smithmicro.com and the regular support@smithmicro.com but got no response at all.So I guess my question is, does SM care about international customers? Why bother going to CeBIT if this is the level of support you are willing to supply?Dale TherioDresdner Kleinwort Benson Research Jürgen-Ponto-Platz, 1 Frankfurt, Germany +49 (0) 69 263 19977 - phone +49 (0) 69 263 11379 - fax > -----Original Message----- > From: Glenn Busbin [SMTP:GBusbin@mindspring.com] > Sent: Thursday, February 17, 2000 03:06 > To: WebDNA-Talk@talk.smithmicro.com > Subject: SM's Tech Help > > I posted a message asking for help with Emailer a few days ago. No one on > the list was able to solve the problem, but I got a note from Sam at SM > asking me to call him about it. > > Sam and I talked on the phone and by email several times over the last few > days. He worked diligently to help me out and consulted with others at SM > in > the process. > > This list can't answer every question that people are sure to have, but if > that question involves getting WebCatalog to function properly, I > recommend > calling SM's offices and using their real, live folks to get it up and > running. They also has an email support for technical questions at > webcatalog@smithmicro.com. I should have known about this, but didn't. > Contacting them at this address will send your request to the entire > support > department. > > Of course, no one at SM can spend time writing WebDNA stuff for us, but > they > do attend to the technical concerns about their product PDQ. > > I genuinely appreciate Sam's efforts and the time he spent with me on the > phone. His enthusiasm for solving the problem indicates his high degree of > dedication to WebCatalog and SM. > > Thanks, Sam. > > > ------------------------------------------------------------- > Brought to you by CommuniGate Pro - The Buzz Word Compliant Messaging > Server. > To end your Mail problems go to . > > This message is sent to you because you are subscribed to > the mailing list . > To unsubscribe, E-mail to: > To switch to the DIGEST mode, E-mail to > ------------------------------------------------------------- Brought to you by CommuniGate Pro - The Buzz Word Compliant Messaging Server. To end your Mail problems go to .This message is sent to you because you are subscribed to the mailing list . To unsubscribe, E-mail to: To switch to the DIGEST mode, E-mail to Associated Messages, from the most recent to the oldest:

    
  1. Re: SM's Tech Help (or lack of) (WebDNA Support 2000)
  2. Re: SM's Tech Help (or lack of) (Joseph D'Andrea 2000)
  3. Re: SM's Tech Help (or lack of) (Therio, Dale 2000)
Unfortunately making a call from Germany is impratical. I have been posting for a couple of weeks about problems using WebCat on solaris. At this point the trail serail number will expire before it is working correctly.SM has an opportunity to have their product replace a multi-million dollar system, but it appears that they do not care about it.I did get a replacement file for one that was apparently messed up either in the distribution or while it was being installed. That did help a great deal, however, once Webcat started functioning there have been other problems (like quiting within a few m inutes of starting, runnig a particular template that forces WebCat to quit everytime etc) to which SM has not bothered to respond. On my initial email to them (webcatalog@smithmicro.com) I got an 'auto-response' about 3 dasy later, then when I went to the webpage referenced in the email, I updated the information, then received an email telling me I didn't enter the data inbetween the lines properly (kind of hard to do on a web based form that they themselves created). I once got an email asking me to send an email to support, which I did, but have not gotten even an auto-reply in over 1 week. I even sent an email to sales@smithmicro.com and the regular support@smithmicro.com but got no response at all.So I guess my question is, does SM care about international customers? Why bother going to CeBIT if this is the level of support you are willing to supply?Dale TherioDresdner Kleinwort Benson Research Jürgen-Ponto-Platz, 1 Frankfurt, Germany +49 (0) 69 263 19977 - phone +49 (0) 69 263 11379 - fax > -----Original Message----- > From: Glenn Busbin [SMTP:GBusbin@mindspring.com] > Sent: Thursday, February 17, 2000 03:06 > To: WebDNA-Talk@talk.smithmicro.com > Subject: SM's Tech Help > > I posted a message asking for help with Emailer a few days ago. No one on > the list was able to solve the problem, but I got a note from Sam at SM > asking me to call him about it. > > Sam and I talked on the phone and by email several times over the last few > days. He worked diligently to help me out and consulted with others at SM > in > the process. > > This list can't answer every question that people are sure to have, but if > that question involves getting WebCatalog to function properly, I > recommend > calling SM's offices and using their real, live folks to get it up and > running. They also has an email support for technical questions at > webcatalog@smithmicro.com. I should have known about this, but didn't. > Contacting them at this address will send your request to the entire > support > department. > > Of course, no one at SM can spend time writing WebDNA stuff for us, but > they > do attend to the technical concerns about their product PDQ. > > I genuinely appreciate Sam's efforts and the time he spent with me on the > phone. His enthusiasm for solving the problem indicates his high degree of > dedication to WebCatalog and SM. > > Thanks, Sam. > > > ------------------------------------------------------------- > Brought to you by CommuniGate Pro - The Buzz Word Compliant Messaging > Server. > To end your Mail problems go to . > > This message is sent to you because you are subscribed to > the mailing list . > To unsubscribe, E-mail to: > To switch to the DIGEST mode, E-mail to > ------------------------------------------------------------- Brought to you by CommuniGate Pro - The Buzz Word Compliant Messaging Server. To end your Mail problems go to .This message is sent to you because you are subscribed to the mailing list . To unsubscribe, E-mail to: To switch to the DIGEST mode, E-mail to Therio, Dale

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