Never had any experience with NOKIA, but share the same feeling about
Checkpoint. I've open many case with them in that past and they were
never able to fix a simple case, it either take month"S", or they just
forget about you and hope you never call back.
If it was free I would not complaint, but for the price they charge,
it's far from being satisfactory :)
ML
-----Original Message-----
From: Mailing list for discussion of Firewall-1
[mailto:FW-1-MAILINGLIST AT AMADEUS.US.CHECKPOINT DOT COM] On Behalf Of
cisco4ng
Sent: April 22, 2005 8:06 AM
To: FW-1-MAILINGLIST AT AMADEUS.US.CHECKPOINT DOT COM
Subject: [FW-1] Nokia and Checkpoint TAC supports are the worst in the
business?
Hi All,
Is it just me or everyone shares the same feeling I have that both
Checkpoint and Nokia TAC are absolutely horrible.
Everytime I open a TAC case with Nokia, here are the typical response
that I get from Nokia TAC engineer:
1) Please provide an output of the ipsoinfo. When I told the TAC
engineer that the firewall has very high cpu usage, running ipsoinfo
will crash the firewall, he assured me that it will not and kept
insisting that I ran ipsoinfo. Guess what, it crashed the production
firewall.
2) There is a bug in the currently release of ipso that you're running,
please upgrade to the latest version. We, Nokia, don't know if it will
fix the problem but you can try. Do I really need to call Nokia for
this crap?
3) The currently checkpoint release you are using is not up-to-date.
Please upgrade. Not sure if it will fix the problem.
4) The Nokia resolution is NOT correct.
5) We need cpinfo output from the management server but we don't know
how to do this so you're on your own.
Here are a typical response from Checkpoint TAC:
1) Please do some very dangerous on your Provider-1 production
environment. We're not sure if it will fix the problem.
We've NOT tested it yet but we think it will fix the problem.
2) You can have a open checkpoint TAC case and the engineer will work on
it whenever he/she feels like it.
3) Checkpoint TAC engineers are absolutely horrible (with the exception
of Rajeev Gupta. It is unfortunate that Rajeev no longer works there.
Rajeev was the superstar of Checkpoint TAC).
As someone who has worked with Checkpoint Firewalls for almost 5 years
and Cisco IOS, Pix, and VPN concentrator for the past 7 years, I can
tell you that Cisco Pix firewall is not as good as Checkpoint but Cisco
TAC engineer is the best in the business. Cisco will throw all
resources available so that they can solve the problem and make customer
happy.
I helped someone in this group to setup a site-to-site vpn between cisco
Pix and Checkpoint and that person told me Checkpoint TAC will charge
his company $500US for every hour of tech support with NO GUARANTEE that
they can get it to work. A pretty hooker still costs much less than
$500.
I, myself, have two open tickets with Checkpoint for almost 3 months and
they are still pending with no resolution.
Am I the only one in this group who feel this way or am I being too hard
on both Nokia and Checkpoint TAC engineers?
Please share your comments.
cisco4ng
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