Unbelievably Bad Presale Support [Archive] - Glock Talk

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Eric
03-10-2005, 18:53
Hi folks. Has anyone here ever heard of a company called Xgforce, http://xgforce.com/ ? They make load balancing appliances, among other things. Well, I am in the market for an inexpensive load balancing appliance for Glock Talk and I found their site. Their LB100B is about $1,800 cheaper than the cheapest Coyote Point load balancer, but they have very little information on their site.

There are no phone numbers posted for them, so I tried emailing them with a list of questions about their unit. I received an email back with answers to about half of my questions and the sentence of the longest answer was maybe five words long. I don't know if they could have addressed my email and given me less information. I wrote them again and re-asked several of the questions and asked for more info on a couple of others. They responded with another note that was maybe twelve words long, that was more or less aimed at my questions.

So, I wrote again and asked if there was someone I could talk to by phone that could answer my questions. They sent me a couple of links to pages on their site containing info that was about a completely different product! I wrote back again and asked once again if I could talk to someone by phone. They just wrote back and told me that their engineers say that the unit would work for me, but that they had no intention of telling me how the unit was designed!!!!!

I am dumbfounded by this company's lack of presales support. They simply will not talk to me or provide any comprehensive info about the product. This thing costs $1,589 and I can't get these guys to give me five minutes on the phone to tell me how it will implement in my network, how the gui works, how it provides failover, or how it provides session persistence. These are things I have to know to make a decision. I am at a loss.

First of all, has anyone out there had any experience with or heard of this company? My sister says that Petsmart uses their SSL servers for their store transactions nation-wide, so they are not a complete unknown. <b>Has anyone ever dealt with them or maybe have a phone number for them?</b>

In spite of their very poor customer service, I would really like to get more information on their unit. The Coyote Point unit is much, much more epxensive and having to pay the extra $1,800 or so is going to shoot a big hole in GT's equipment budget. On the other hand, I don't want to gamble $1,600 on a cheaper unit that may or may not fullfill my needs.

If anyone out there has any information about this company's products, or a number I can use to talk to them directly, I would really appreciate it. Eric

fastvfr
03-10-2005, 21:40
I think you answered your own question, O Fearless Leader...

What sort of service-after-the-sale could you reasonably expect from these individuals?

I mean, if they utter monosyllabalic grunts NOW, wait until you're just another disgruntled customer to be blown off!

Then you'd need to pony up $3400 for a decent unit anyway, without this $1600 in the bank.

Choose wisely, and good luck.

Best regards,

FastVFR

Dandapani
03-10-2005, 21:45
I whois'ed their domain and they are very secretive:

Registrant:
XGforce
ATTN: XGFORCE.COM
c/o Network Solutions
P.O. Box 447
Herndon, VA. 20172-0447

Domain Name: XGFORCE.COM

Administrative Contact:
XGforce mz8fb8mg6bs@networksolutionsprivateregistration.com
ATTN: XGFORCE.COM
c/o Network Solutions
P.O. Box 447
Herndon, VA 20172-0447
570-708-8780

Technical Contact:
Network Solutions, LLC. (HOST-ORG) customerservice@networksolutions.com
13200 Woodland Park Drive
Herndon, VA 20171-3025
US
1-888-642-9675 fax: 571-434-4620

But their system is sitting on a California ISP:

host xgforce.com
xgforce.com has address 68.167.234.2

whois 68.167.234.2

OrgName: Covad Communications
OrgID: CVAD
Address: 2510 Zanker Rd.
City: San Jose
StateProv: CA
PostalCode: 95131
Country: US

ReferralServer: rwhois://rwhois.covad.net:4321

NetRange: 68.164.0.0 - 68.167.255.255
CIDR: 68.164.0.0/14
NetName: NETBLK-COVAD-IP-4-NET
NetHandle: NET-68-164-0-0-1
Parent: NET-68-0-0-0-0
NetType: Direct Allocation
NameServer: NS3.COVAD.COM
NameServer: NS4.COVAD.COM
Comment:
RegDate: 2002-11-12
Updated: 2004-03-11

AbuseHandle: CART-ARIN
AbuseName: Covad abuse reporting team
AbusePhone: +1-703-376-2830
AbuseEmail: abuse-isp@covad.com

TechHandle: ZC178-ARIN
TechName: Admin
TechPhone: +1-888-801-6285
TechEmail: ip_admin@covad.com

OrgAbuseHandle: CART-ARIN
OrgAbuseName: Covad abuse reporting team
OrgAbusePhone: +1-703-376-2830
OrgAbuseEmail: abuse-isp@covad.com

OrgNOCHandle: CIN-ARIN
OrgNOCName: COVAD IP NOC
OrgNOCPhone: +1-888-801-6285
OrgNOCEmail: noc-ipservices@covad.com

OrgTechHandle: ZC178-ARIN
OrgTechName: Admin
OrgTechPhone: +1-888-801-6285
OrgTechEmail: ip_admin@covad.com

host 68.167.234.2

2.234.167.68.in-addr.arpa is an alias for h-68-167-234-2.ns3.xgforce.com.
h-68-167-234-2.ns3.xgforce.com domain name pointer mice.xworks.us.

whois xworks.us
[Querying whois.nic.us]
[whois.nic.us]
Domain Name: XWORKS.US
Domain ID: D3259660-US
Sponsoring Registrar: ABACUS AMERICA, INC. D/B/A NAMES4EVER.COM
Domain Status: ok
Registrant ID: KC4L9
Registrant Name: John Key
Registrant Organization: xworks.us
Registrant Address1: P. O. Box 274
Registrant City: Alhambra
Registrant State/Province: ca
Registrant Postal Code: 91801
Registrant Country: United States
Registrant Country Code: US
Registrant Phone Number: +1.9999999999
Registrant Email: sales@xworks.us
Registrant Application Purpose: P1
Registrant Nexus Category: C11

fastvfr
03-10-2005, 21:49
Whoa.

What I said before goes double now.

Something tells me that our Mr. Mz8fb8mg6bs has a less than sterling reputation.

Just a hunch...

Good luck, big guy!

frefoo
03-10-2005, 21:55
Originally posted by Eric

On the other hand, I don't want to gamble $1,600 on a cheaper unit that may or may not fullfill my needs.

If anyone out there has any information about this company's products, or a number I can use to talk to them directly, I would really appreciate it. Eric

Eric,

I have never used the product or have worked with the company.

I have to agree with fastvfr if they are not helping you with a sale then what is the support going to be like?

While I expect you want to do things cheaply (understandable) I would look elsewhere since pre-sale support is a problem.

Dave

gwalchmai
03-11-2005, 08:17
There's no such thing as pre-sales support, Eric, only "potential sales suppport". No support - no sale. fastvfr's right - post sales support will only be worse.

Mathew
03-11-2005, 16:01
Eric,

Have you checked out BigIPs?

I work in hosting and would be happy to help if you could give some specifics of what you are looking to do.

Thanks,
-Mathew

alm350
03-11-2005, 19:53
fly by night company if i ever seen one lmao thanks for the heads up tho

frefoo
03-12-2005, 20:46
Originally posted by gwalchmai
There's no such thing as pre-sales support, Eric, only "potential sales suppport". No support - no sale. fastvfr's right - post sales support will only be worse.


While I donít entirely agree with the above comment I have to agree with the context. If company X is not banging your down to make a sale then look elsewhere.

Dave

Washington,D.C.
03-12-2005, 21:31
Contact

435 N. Alhambra Ave Suite D
Monterey Park CA, 91755
U.S.A
Phone: 626-927-9468
Fax: 626-569-0599

Office Hours: 11AM - 8PM US Pacific Time

Online Chat:

* MSN Messenger (free download from www.msn.com) @ myxgforce@hotmail.com
* Yahoo Messenger (free download from www.yahoo.com) @ myxgforce@yahoo.com

Washington,D.C.
03-12-2005, 21:35
http://www.xgforce.com/cgi-bin/search?get=www.xgforce.com:www/URL/1=mice.xgforce.com%3A210;2=/a/home/.windex/www.xgforce.com%3Awww;3=0%203248%20/a/home/.dom/.com/XGforce.COM/XGforce.COM/www/contact.html;4=mice.xgforce.com%3A210;5=/a/home/.windex/www.xgforce.com%3Awww;6=0%203248%20/a/home/.dom/.com/XGforce.COM/XGforce.COM/www/contact.html;7=%00;

Washington,D.C.
03-12-2005, 22:16
Liu, Mu Y
435 N Alhambra Ave
Monterey Park, CA 91755-1963
(626) 927-9468

Washington,D.C.
03-12-2005, 22:17
Liu, Min H
435 N Alhambra Ave
Monterey Park, CA 91755-1963
(626) 569-0599

Eric
03-15-2005, 22:56
Originally posted by Washington,D.C.
Contact

435 N. Alhambra Ave Suite D
Monterey Park CA, 91755
U.S.A
Phone: 626-927-9468
Fax: 626-569-0599

Office Hours: 11AM - 8PM US Pacific Time

Online Chat:

* MSN Messenger (free download from www.msn.com) @ myxgforce@hotmail.com
* Yahoo Messenger (free download from www.yahoo.com) @ myxgforce@yahoo.com

I am not sure what you searched for on their site to find that page, but I appreciate it. It is not linked to from their standard pages and they would not tell me the phone number, event hough I asked for it several times. It never occurred to me to search for a contact page. Thanks.

Mathew, I am looking for a load-balancing appliance. I want something that will do comprehensive load balancing between multiple servers, with failover, for the frontend of the site. I am looking at XGForge's LB100B and Coyote Point's E350. The E350 looks like a great unit and their customer service is great, but they want $3,500 for the unit. The XGForge unit is $1,589. Spending the extra money is going to hurt (A Lot!!!), but XGForge's customer service so far has been terrible. I am not familiar with their company and the way they have handled things so far is not instilling me with any confidence.

I'm not sure what I will do. I appreciate the input though. Eric

Ned Ludd
03-15-2005, 23:27
eric:

that address is in an area of light industry and importers. almost all are from china. I've bought a lot of computer stuff from businesses in that area. They likely are not responding because no one speaks english. everyone in the area is chinese (or other asian group) of questionable immigration status. surprisingly, I've had really good luck with these places. But, I can walk into the store/factory/warehouse. You can expect to get no documentation if you buy from these guys. However, they are probably legit as far as the equitment goes.

I don't know if that helps.

-NL