Here is how the conversation went (I didn’t record it, or write it down word for word, so some parts are missing, but everything that is in here was said. ):
Basic Support: Hi, can I have your customer number, even though you just
punched it into the phone because we told you it would expedite your call?
Me: ****** (come on, you didnt think I was going to tell you my customer
number did you)
….(we will skip the rest of the verification process)
Basic Support: OK, how can we help you.
Me: I just added your Plesk Deluxe Package, and I am trying to get
SpamAssassin to be available at the user level. I have checked the boxes as
the server level that should allow it, but it is still disabled, so I can’t
turn it on.
Basic Support: hmm. Let me check on that.
Basic Support: hmm, I am going to have to ask someone in advanced support
<hold>
Basic Support: OK, apparently you cant configure spamassassin at the user
level, but configuring it at the domain level should be fine.
Me: No, you CAN configure it at the user level, there is an option in Plesk
to do it, its just disabled.
Basic Support: OK, let me call Advanced Support back
<hold>
Basic Support: OK, I have talked to a couple of guys back there, and
apparently Plesk doesnt allow that. The icon is there, but you cant use it
because of our configuration.
Me: It is basically useless to configure it only at the server level,
because Plesk forces you to train it at the user level, and they have to be
able to choose whether to delete their mail or tag it. Without being able
to train it, its going to be next to useless. Also, on the demo on the Plesk
website, it works just fine at the user level there, so its not a Plesk
issue.
Basic Support: Well, hmm. Im trying to think…. hmm…. Let me walk over
and talk to them.
<hold>
Basic Support: Yeah, I guess its just because we have it on a virtual server
or something. They say its just not possible.
Me: When you look at the information about the Plesk pack, it says “Your
Plesk control panel provides a configuration interface for spam rules,
server-wide or on a per-mailbox basis.” Look, they are feeding you full of
crap. They are just trying to get you off their back.
Basic Support: Yeah, they are talking to me like I know all of the things
they do. This is just basic support.
Me: Yeah, I can talk to them if you want, I probably DO know as much as they
do.
Basic Support: Yeah, you should probably talk to them directly, let me see
if I can get someone on the line
<hold>
Advanced Support: This is <some idiot>, how can I help you.
Me: Yeah, I am trying to get SpamAssassin to be enabled at the user level in
plesk.
Advanced Support: Yeah, thats not really possible.
Me: Look, on the plesk demo site you can configure it at the user level, and
it works fine. Also, it says you can in your documentation, it just doesnt
say how. So, either you are lieing there, or lieing to me now.
Advanced Support: Yeah, its not really possible due to our configuration.
Me: It is basically useless to configure it only at the server level,
because Plesk forces you to train it at the user level, and they have to be
able to choose whether to delete their mail or tag it. Without being able
to train it, its going to be next to useless.
Advanced Support:<silence>
Me: OK, so even beyond that, its not even working at the server level.
Advanced Support: How do you know its not working?
Me: Well, SpamAssassin adds some header information to the e-mails it scans,
and there is nothing in the messages coming through the server.
Advanced Support: (Skeptical Tone)Let me run a test.
<hold>
Advanced Support: I ran my test, and it looks like it wasnt running because
you have to turn on Spam filtering for each user.
Me: I CANT! That is why I called in the first place! You told me its not possible.
Advanced Support: <walks me through how to turn it on for the user, which is
in a different place than every single other user level option>
Me: <walks the support guy through configuring and training SpamAssassin for
each user>
Me: So, it appears that you CAN configure SpamAssassin for each user.
Advanced Support: I apologise for not knowing about that particular feature
Me: I have to say, I am less than impressed by the support I’ve received.
Advanced Support: Well, I apologise about that, its not something that
usually comes up.
<end support call>
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