Extremely disappoint about the post-sale support

[hinyinlam]

Hey Guys,
I am an IT Consultant trying to use Zimbra to replace Exchange.
On the website, it's very promising, AJAX support, web interface much better than Exchange etc...
However, after I have purchased the Network Edition of the Zimbra, I am highly disappointed because the before-sale and after-sale support are just problematic.

Before-Sale: they give you the quotation and their sale department won't give your the invoice for you to ask the Accounting department for money. This on hold my purchase for over 2 weeks.

After-Sale: An emergency server non-functional issue won't resolve shortly (say, a reasonable time of 4 hours), I have submitted a case(Support Case 00031347) with most information required (Log, how the event happened, what's not working and working etc). I have submitted case from GMT 10/28/2008 8:26 AM and to now GMT 10/29/2008 10:16am, and still no person have access my server and take a look. Don't you have 24x7 Support? Don't you know that customer like me from the other countries(Hong Kong) need to get sleep when you are in the office hours in USA? Don't you know that the first thing you should do is to logon the servers and take a look first?

Luckily, I resolved the issues by myself(as I am quite familiar with Zimbra, see my contributed script in this forum), but if I am not familiar with it, are you going to let me dying without any help after I paid?

For employee of Zimbra, pls reply me on that.

Regards,
Hin Yin Lam

[uxbod]

Did you ask for a pro-forma invoice ?

[jholder]

Hin Yin Lam,
We are looking into this issue, and I apologize for your trouble. We strive to keep our customers happy.

Someone from Zimbra should be contacting you to see how we can work this out.

Sincerely,
John
Developer and Communities Manager

[hinyinlam]

Did you ask for a pro-forma invoice ?

yes, it took a long long time