"Bad Device, worse support and horrendous service!"1.0 starson by tknobabe
Pros: Starting the setup was simply and fairly straight forward.
Cons: Support knows less about the product than I do (and this was my first and LAST Juniper purcase). They lie about the availability of tier 2 support, don't return phone calls and won't backup their product with an RMA.
Summary: I think the Engineers made the Juniper so that it's easy to setup a site to site VPN Connection between two Juniper devices, but beyond that it's a joke. We spent hours and hours trying to setup a Site to Site between the Juniper and a Cisco PIX, to no avail. We called support to be told that, "it looks right, I don't know why it won't work." They tried to blame the Cisco Device (which was happily hosting many other VPN connections without issue), then on our Internet provider. They lied to us about the availability of tier 2 support and basically proved to be far less than helpful. Worse yet, we knew our way around the device better than the support rep. Finally, we figured out that it will only work with a single subnet at a time, but don't think for a second that support helped with that realization in any way... One of the most frustrating attributes is the generic error messages in the syslog. It gives the same error message whether there's a small error in the config or whether the connection info is totally missing from the system, so the logs don't help at all in trying to zero in on the issue.
The worst of all though,is that after we did everything we could think of to make the device work in our scenario and discovered that it was unable to do what we needed it to do, I requested an RMA. A week and a half later, they still have not RMA'd the product. They don't respond to emails or complaints and they don't support their product.
My reseller, who's decided to eat the total cost to maintain custsomer satisfaction said, "This is the worst customer service experience I've ever had with a vendor." I think that speaks volumes.
I will definitely avoid working with this company or their products in the future. Cisco and Watchgard have issues, but I've never experienced lack of customer service and support of this caliber before...and that's REALLY saying something!