Matt,
I agree with most of what you're saying and I feel it shows in my email. I've been impressed with the support I've received and I agree that Snom is a cut above some of the others. But we can't give them a complete pass just because other worthless companies do next to nothing. On the other hand I prefer to push my vendors to strive for excellence and to realize that their very best is never enough and that they should be strive to exceed our expectations. Of course they will never be able to, but if they always try and if we always try, all of us can have a great relationships.
On one hand I never expected a Snom tech to comment on this thread, whoever he was. . .thank you. I was pleased that my problem was dealt with the same day I sent in a support request. But on the other hand I feel they run a reactive support program. I'd like to see as complete a download section in the partner area as is possible. Forums and a knowledgebases are great, but how about an evolving section with video tutorials on every aspect of Snom One? What about monthly webinars and the posting of past ones? I think their University is wonderful and I'm registered to go to Boston next month for Snom One training, so I try to take advantage where I can. But can't we get some of that content in the partner section?
You see I like what I see with Snom and I think they will become an important part of my product portfolio, but I will always want more. When they give me more, I will still want even more. I see that drive in Snom's product line, in their sales team, but not from their support wing. They're good, better than most, but I think they can be great and I wish that they could catch my bug!
Stephen