Posted by: Jim McNamara
I have been an SQLBase/SQLWindows user for about 8 years. I have generally
been very pleased with the Gupta/Centura tools over the the years - I think
that is apparent since I have stuck with them through some pretty tenuious
times from the standpoint of the financial viablility of the Gupta/Centura
During this 8 years I have placed 2-25 user and 1-10 user SQLBase
installations with clients. One of those clients has upgraded to 50 users
(and added me to their staff). I have tried to maintain the LMS on my
development tools while the clients have been left to make their own
choices. 1 has, 1 has not, and the other has when there has been some
incentive to do so (the difference in the upgrade price with current LMS and
without it was ample incentive). As far as other support programs go, in
the 8 years we have needed technical support only 3 times. Why pay several
thousand dollars per year for a level of support that we don't need?
During the last several weeks, we have been struggling to bring up a private
frame relay network for users in one region of the country. So far, we have
had significant support from WorldCom, Cisco and M$ network technicians but,
still have not been able to consistently connected to an SQLBase database.
When the database has connected, it has dropped with a 9024 error within a
few seconds to a few minutes.
Wednesday afternoon, we decided it was time to get the database vendor
involved, as they might be able to fill in the missing piece.
TRYING TO GET SOME PRODUCT SUPPORT WAS A REAL EXPERIENCE - AND STILL HASN'T
After 1 1/2 hours of leaving messages on automated voice mail in California
and Washington, or getting dead ended by the automated answering systems, a
sales rep finally called. When I explained that we needed tech support &
had been unsuccesful in talking to a human to this point I was informed that
per incident support is no longer offered & that if I wanted to talk to a
techinician, we would have to fork over $3,800US for 6 months or $5,000US
for a year of support. Needless to say, the person I was talking to got an
ear-full. I am OUTRAGED. How does Gupta expect current SQLBase users to
LITERALLY REPURCHASE the product every 2 years in order to maintain the
PRIVILEDGE of openning a support case????
Don't get me wrong. We don't expect free support, or even cheap support.
However, $3,800. just to open a support case is TOTALLY UNREASONABLE.
Today, I am ordering evaluation copies of SQLServer2000 and ORACLE.
IF THIS SITUATION IS NOT RECTIFIED VERY SOON, GUPTA WILL LOSE A LONG-TIME,
Cash Now, Inc.
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