From: Brian Dennis (bdennis@internetworkexpert.com)
Date: Fri Aug 24 2007 - 03:45:30 ART
It appears that your email address was not "verified" by PayPal and you
have never ordered any of our products or attended our classes which meant
your order was flagged as "possibly" being fraudulent. This would have
caused your rack sessions to be automatically canceled. Of course someone
in sales can better answer exactly why your order was canceled tomorrow
when they get in the office.
That being said I had the on-call support engineer give you access for the
current session. He did say that he didn't see a ticket associated with
your email address in the support queue or any problem like you mentioned
below. Remember to use the after hours "active rack" support system if
you need to contact the on-duty support engineer after hours as the
support phone is not staffed then.
Lastly my email address is bdennis@internetworkexpert.com and not
ccielab@groupstudy.com ;-)
Good Luck!
Brian Dennis, CCIE4 #2210 (R&S/ISP-Dial/Security/SP)
bdennis@internetworkexpert.com
Internetwork Expert, Inc.
http://www.InternetworkExpert.com
Toll Free: 877-224-8987
Direct: 775-745-6404 (Outside the US and Canada)
----- Original Message -----
Subject: IE rack support issue
Date: Thu, August 23, 2007 21:45
From: "peter morgan" <cciemaha@yahoo.com>
> Dear Brian,
>
> Cureently I am using IE racks & I have already face serveral
> issues last two weeks. I am really upset with your rack service at the
> memoment.
>
> Last weekend I lost one of rack sessions becuase of a rack
> authentication issue. But they have applogized & given me gift
voucher for new
> rack session. Also One & half week back they cancelled one my booked
sessions
> & given me a giftvoucher for the same amount. Recently I have booked
many rack
> sessions(20+ rack sessions) for my practice. In addion to that I have
> purchased four or five more rack sessions later. I have recived all the
> confirmation emails from IE & Paypal. But I have not recived
confirmation
> email from IE for one rack sessions(May be an error of IE's system). But I
> have recived all the confirmation emails from paypal.
>
> Today night I was in
> triple track session. Suddenly rack has rebooted. Afterthat I have
logged in
> to my yahoo account & found following email.
> -----------------------------------------------------------------------------
> -----------------
> Dear Customer, In regards to your recent orders, we have not
> received a PayPal confirmation of payment yet. If you have not submitted
> payment to sales@internetworkexpert.com on PayPal, please do so now to
> complete the order. If you have already submitted payment; please send us a
> copy of the confirmation email.
> Your rack sessions have all been suspended
> until we receive payment.
>
> If you believe this message was received in error,
> or you have any other questions, please respond to this email.
>
> Sincerely,
> Internetwork Expert Sales Team
> sales@internetworkexpert.com
> -----------------------------------------------------------------------------
> ----------------
>
> Thay have not sent me any prior notice. Above is the only
> emails received few hours ago. Also they are not mentioning about Order IDS
> which are having problems. They just disabled my all the rack sessions
after
> sending an email.
>
>
> Then I have emailed my paypal recipts to them & called
> +1.775.826.4344 x1
>
> Reception has no option to assist me. This is the third
> time I have been facing issues with IE racks for last two weeks.
> Now I have to
> wait till they get back to me tommorow or what ever the date they prefer to
> reply.
>
> Brian, Please provide us better service beucase we like your guys &
> we are with IE becuase of both your guys doing great job. But please
discuss
> these matters with your management & solve them for us.
>
> Guys I am loosing my
> valuble practice time becuase of these type of careless work. At least they
> have to send the email one day prior before disabling my all the rack
> times(around 25 rack sessions).
>
> I am really upset at the momemnt becase I
> have to wait till tommorow moning to get support.
>
> Rdgs,
>
> PM
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