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Ask Slashdot: Dealing With an Unresponsive Manufacturer Who Doesn't Fix Bugs?

Posted by Soulskill on from the complain-until-your-problem-is-their-problem dept.

moofo writes: I've had huge problems with a security appliance since its installation. Specifically, the VPN SSL client is causing a problem for the majority of my remote clients. The company acknowledged the bug, but they are jerking me around, and no resolution is in sight. I tried third-party clients, but I'm wary of using them since they are not distributed by the manufacturer, and they require some maintenance to keep working properly.

I also talked to various executives at the company and besides giving me apologies, nothing good is coming my way. It's been more than two years (on a three-year subscription that I can't terminate early), and this is continually causing me trouble and aggravation. It also makes my internal customers unhappy. How do you deal with a manufacturer who doesn't fix bugs in a reasonable time frame?

4 of 204 comments (clear)

  1. The name by Anonymous Coward · · Score: 5, Interesting

    One way is to give the public the name!

    1. Re:The name by Jawnn · · Score: 3, Interesting

      I was thinking the same thing. At least give us a hint. Something like, "A major security appliance vendor, who was recently acquired by major tech company which is based in Austin..."
      Full disclosure: we own some of those and have several very similar issues with their support offerings, so the OP's complaint definitely resonates.

  2. Stop paying. by Nick_Lowe712 · · Score: 4, Interesting

    Just stop paying the subscription and inform to them upfront that you consider them to have terminated the contract through their own negligence. Go elsewhere.

  3. Re:Three year s ubscription... by jmcharry · · Score: 4, Interesting

    I think it is normal to start with a "cure letter" telling them they are in default on the contract and giving them 30 days to come into compliance or face termination. This usually leads to something both sides can live with.