Charles is right, I have only praise for for him and his organization and
have had no complaints.
----- Original Message -----
From: "Charles Chia Sheng Wu" <cwu@cwlab.net>
To: "Karlnet Mailing List" <karlnet@WISPNotes.com>
Sent: Sunday, December 14, 2003 3:12 PM
Subject: RE: [Karlnet] RE: Locator
> >Thanks for the locator Charles. But once I found the device (on an IP
> >totally different from the one in the manual that came with it), I could
> not
> >connect with the default blank username and password as listed in the
> manual
> >that came with the Ubicom.
>
> username: karlnet
> password: public
>
> >I must say that this is quite pathetic. I purchased the device from you,
> >and it came without the two most important pieces of
software/information,
> >1) the locator, and 2) the password. I had to contact the list to find
out
> >about the locator and I had to dig into the list archives to find the
> >default username/password. And in doing so, I also found out that others
> >have had the same issues.
>
> >You might want to consider improving your customer service planning by
> >providing this information along with the products you sell.
>
> Ben, you purchased the Ubicom from us back in September, back when we
first
> released the product...we were under intensive pressure from our customers
> (demanding a lower cost CPE) to get the unit out, (coupled w/ the fact
that
> KarlNet and Ubicom don't supply much documentation to begin with) so we
may
> have shipped the first few units w/out all the underlying documentation
(but
> seriously, most KarlNet users are use to a lack of documentation, and
> mailing lists like these prove really helpful <g>)
>
> Since then, we have improved our customer service and documentation on the
> Ubicoms/KN-50s and now include quickstart guide w/ every KN-50 / Ubicom
> device that we are shipping. We also have a customer service email
> ticketing system (support@cwlab.com) to help aid in any issues you might
> have.
>
> I apologize for any difficulties that we may have caused, but please
> understand that we are under intensive pressure to just "get things out,"
> and sometimes, we may elect to sacrifice a few things to fulfill that
need.
> HOWEVER, we are always available to provide support, and continue working
> our hardest to ensure that you are happy.
>
> In all honesty, how many other KarlNet vendors (or other vendor resellers)
> dedicate support staff to monitor these listservs and help people out
(most
> rely on manufacturers)
>
> Seriously, how many other vendors out there are responding to your gripe
on
> a Sunday afternoon...
>
> If you have any more issues or concerns, feel free to call me personally,
my
> contact info is listed below
>
> -Charles
>
> -------------------------------------------
> KarlNet Preferred Channel Partner
> http://www.karlnet.com/Partners/Distribution/PartnersDistNAmerica.htm
> Ask us about our CPE leasing solutions...
> 773.667.4585x334 (o)
> 773.457.0718 (m)
> 773.632.0571 (f)
>
> _______________________________________________
> Karlnet mailing list
> Karlnet@WISPNotes.com
> http://lists.wispnotes.com/mailman/listinfo/karlnet
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