As many of you know I sent out a pretty nasty email earlier this weekend about
the response time I received from Adager technical support.  In retrospect, I
must admit that the email was sent after 12 hours of work on a Saturday and
after very many difficulties during the day.   The email may have been a bit
premature and a bit more harsh than it should have been.

In summary, the problem I was experiencing was not an Adager problem, nor could
it have been fixed by Adager.  The error message I was receiving was stating
that there was a database corruption error on a dataset so that is why I
interpreted it as a problem Adager could have fixed.  It turns out that it was a
problem (no fault on DISC part) with Omnidex validation codes (we just upgraded
our machine).  When I was told the correct method for entering the new Omnidex
validation codes, our problem was resolved.

I would like to thank Neil Armstrong, with Robelle, for his assistance Saturday
evening in determining the problem I was having.  I would also, like to thank
DISC technical support (I am sorry I forgot the engineer's name) for his quick
(LESS THAN 1/2 HOUR) response and his assistance in validating the Omnidex
software.

I must also add that both Rene' Woc and Alfredo Rego both called me during the
day on Sunday to follow up on the calls I placed.  I spoke with Rene' this
morning (Monday) and he let me know that he will addressing my concerns about
Adager Technical Support's response time.  I would have felt much more
comfortable with either dealing with a real person taking a support message or
at least be given some type of idea when I should be expecting a call back.
Rene' understood my concerns and said he would be taking them into
consideration.

Finally, I must say that Adager is an excellent product and was one of the few
products with did not require ANY intervention during our recent upgrade from a
959 to a 979.  Adager does an excellent job with educating their clients and
their technical support is overall excellent and very responsive but, in IMHO,
there is some room for improvement with weekend response time support.

If any one has any questions or comments please feel free to email me.

Thank you,


Barry

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Barry Durand, Systems Engineer II, [log in to unmask]
"These are my opinions, not necessarily the ones of my employer"
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