Re: Per user reporting in ISA2006?

Tech-Archive recommends: Repair Windows Errors & Optimize Windows Performance


"Computerflake" <Computerflake@xxxxxxxxxxxxxxxxxxxxxxxxx> wrote in message
news:970770E2-ABDD-48E8-8A0F-DE26887E3E58@xxxxxxxxxxxxxxxx
Well here's the situation in a nutshell. We purchased Websense for 120
users.
They told us it would work. When I tried to install it and integrate it
with
ISA, it never would install correctly. I contacted tech support. The tier
1
tech screwed the server up and we had to MANUALLY uninstall Websense and
disable the web filter to get ISA to come back online. He did this in the
middle of a workday while 120 users were online. Nice, huh? So he said he
had
no idea and would turn it over to a tier 2 tech...two days later! I guess
Websense didn't mind ISA being down for two days? I went ahead and fixed
it
while waiting on their to get their heads back in the game. The tier 2
tech
called on Friday and said he wasn't authorized to even walk me through the
installation unless the server was at LEAST a quad-core with 2GB of ram.

So we paid all that money for a product the manufacturer said wouldn't
work.
The poor client is still fighting with Websense to get their money back
since
THEY say the product won't run on a Xeon with 1GB ram. I won't ever deal
with
this worthless company again. I used to like the product but not if this
is
the type of worthless tech support I can expect from them. In this
economy,
NO ONE can afford to drop the ball this bad. (And to make matters worse,
we
bought the software in Oct 2008. They finally came to this conclusion LAST
WEEK!)

Wow! I can understand the frustration. I know it may sound cliche but a
good Full Backup with System State of the ISA box along with separate
backups of just the ISA config could have got you back in the game quicker.

But that aside, yes, I think the quality of Support (with almost *every*
company) has gone in the toilet the last couple years. They all seem to
follow the same pattern of skimping on the training and quality of their
personel (don't get me started on outsourcing) and then raising the Support
Fees.

Even MS has reduced the "normal working hours" you can "call in" and is
encouraging people to go to the news groups instead of calling
them,..why?,...because it means guys like me (unwittingly?) end up handling
their support for their products for free without pay,...and then they come
up with the idea in the last year or so that working in these newsgroups is
no longer "worthy" of the MVP award unless we do more other things besides
just the newgroups. Plus we get to take the beating (instead of them) when
someone doesn't like our suggestions,..and we don't get the training that
their people get. Yes there are several of us around here that are "former"
MVPs that were dropped,...yet we still keep doing it anyway for some reason.
That's about all I can say there without becommng politically incorrect,...I
don't know how I got off in that direction anyway.


--
Phillip Windell
www.wandtv.com

The views expressed, are my own and not those of my employer, or Microsoft,
or anyone else associated with me, including my cats.
-----------------------------------------------------


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