Hello Bogdan,
I am truly sorry you feel this way, and I would like to take this opportunity to address some of the comments made here:
We never censor people and opinions, and we would never delete what you wrote even though it’s harsh and we may see things differently.
Our customers are the most valuable asset for us. We put tremendous efforts to ensure our customers get the best value and security, and in many cases, we have been doing so regardless of the associated cost and labor that we need to invest.
As you can imagine, each case presents a different challenge, and while different on many things, the bottom line is always the same: our highest level of commitment to your business continuity and security.
Reviewing the cases presented here, for example, I can share that there were several bugs in R80.10, which were surfaced upon upgrade. We invested a lot in quality to improve significantly since R80.10. Some of the other product insights included product behaviors that can be better documented, including alternatives in cases the behavior is undesired. An example would be the fact that Active Streaming responds to SYN packets before the handshake is met. This is an example of how this mutual dialogue we have with customers makes our services better.
As you mentioned, we’ve been doing this for almost 3 decades. Our Customer Support capabilities have only increased over the years, with a much higher level of customer engagement and technical coverage, and so has been the quality and bandwidth of our products. Thankfully we have tens of thousands of customers who help us do this and get even better through an open and candid dialogue, which correlates with the rapid changes in the cyber landscape.
However, I am not disregarding your experience and I accept it as a given challenge that we need to embrace in order to improve further.
We have been working with your company for years, and I have been personally sponsoring the special attention since you shared your concerns with me. It wasn’t in trade-in for eliminating criticism, it is our professional commitment.
I want to keep this dialogue going, here and elsewhere, and I guarantee that any respectful feedback will be met by our utmost dedication. These are not empty words, we do strive to do better.
If you have further feedback that can help ironing this out, I’ll be happy to meet and discuss it further.
I will respect your decision, whatever it may be.
Regards,
Sharon Elmashaly
VP, Customer Support