by So after $vendor sent a person onsite for 3 days to fix our problems last week, we find that the problems are still not fixed and in fact are worse. I dutifully open up a new ticket and cc the support manager, my local VAR, and the person that came on site. A few hours later I get a nice email from a technician:
1.) What version is your $software on? If you don’t know, there is a small “About $software” link in the bottom left corner of the GUI.
2.) What version of the agent are you running on one of these boxes?
3.) How long has this problem been going on?
4.) When was the last time it worked? Did it ever work?
5.) How many boxes are affected (guesstimate will work) and are these
Windows Based or Mac based systems? Mixed?
Apparently, someone did not bother to check our recent history with the $vendor. I think it is time to start looking for $new_vendor.