[Users] Zimbra's bug fixing process?

[Frédéric Nass]

Hi,

I do agree with both of your previous comments.

If I keep reporting here how "complicated" is our experience with the 
Zimbra support, it's not because I like to rant nor because I want 
Synacor and Zimbra in the Hall of Shame (although they deserve it), but 
because I expect a reaction and I want things to change.

Our University is paying tens of thousands of USDs each year for Zimbra 
Network Edition but we get no effective support at all : bugs that we 
report are never fixed, and the communication with the support is terrible.
Still, I hope we'll finally be heard and Synacor will show they care 
about customers and change things. And by changing things I don't mean 
communicating again saying how good they are and all these "Customers 
comes first. Period." and "Supporting You Every Step of the Way" 
bullshit things they're good at.

I'm asking for a real change in how they operate support, development 
and bug fixing, which would probably involve getting rid of numerous 
useless resources and hire a few good devs and support employees.

Come on Synacor, it's time for a change!

Regards,

Frédéric Nass

Sous-direction Infrastructures et Services
Direction du Numérique
Université de Lorraine

Le 10/02/2021 à 12:52, David Touitou a écrit :
> Hi all.
>
>> De: "Marc Gadsdon" <mg at in-tuition.net>
>>> Any ETA for this joke to end?
>> It sure feels like no ETA until Zimbra's senior management wake up to the
>> benefits of open communication with their clients, partners and friends in the
>> community.
> I might be against some ofyou here but I think the weekly Zeta call goes against the community (and global improvements).
>
> Yes, I was part of the early Zeta Alliance and I'm still around.
>
> The weekly call seemed a good idea (to me) at first.
> Chitchat between people really motivated by Zimbra, improvements and so on, outside of Zimbra's owner.
>
> But, seen from here (I might be wrong as I do not participate to the calls) it turned into a "parner call with some Synacor insiders".
>
> All of this should happen on the public forum.
> Serious talks, chitchats, answers from Synacor to question raised, shaming, etc.
>
> The call gives Synacor an excuse to say "see, we're still in the community".
> No you're not, you're on a weekly call with partners/resellers/BSPs and some "big setup" customers (several tenths of thousands accounts or more).
>
> Also, what happen on the call or in this list (not being happy with Synacor) is not public enough to get them to move.
> I don't really like public shaming but sometimes...
>
> The yearly french event got canceled.
> Why? Covid? I don't think so.
> But a customers/partners meeting with most of customers (very) unhappy and openly says it might not happen again.
>
> Another point, that looks to me like a running gag: BSP still don't have gov/edu/non-profit offers.
> I've been asking for this since LiquidWeb, I know I'm not the only one.
> Not even trying to compare features, just considering licences prices, it's impossible to compete against other solutions.
>
> I'm pissed of.
> Again.
>
> David
>