I had purchased the Netgate 3100 from the company because I thought that would get me the best compatibility and support. Well, an update was made available: 24.11-RELEASE (arm) and I made the mistake of applying it six days ago. My whole router/firewall has crashed thrice since then.
I’ve been pretty unhappy with Netgate for a while now, so a couple of days ago I pulled the trigger on purchasing a Protectli Vault V1210 Mini PC. I’ll install OPNsense on it and duplicate what I have in the Netgate. Then the Netgate 3100 will go to the landfill.
When I bought the Netgate appliance, I didn’t know about the shenanigans the Netgate owners were doing with their staff. I wish I had known that; I would have started with something other than Netgate.
In the Make Orwell Fiction Again category, I remember reading several articles about how the Netgate owners screwed a former employee, and it ended up in lawsuits. Those stories have now been memory holed. Sigh.
Later, I found a definite bug in their SMTP over TLS implementation, in the initialization routine. Mind you, I’ve been doing SMTP for more than twenty years. I know how to do SMTP via telnet, and can do really low-level commands with it. Everyone with that particular version of pfSense would be affected by not being able to do SMTP over TLS to an outside mail server because of this initialization bug.
I wrote up the bug with the steps to duplicate it, and I tried to submit it to Netgate technical support.
Their answer was “You don’t have a current support contract. Buy a support contract, and we’ll work on it.”
I am not paying you to fix your shit. You should be paying me for so clearly identifying where your software fell down.1 The pfSense user interface under System > Advanced > Notifications has a checkbox to Enable SMTP over SSL/TLS. This should work, and it did not. I went through the steps at the command line level, and everything was there and workable. The certificates validated, and email flowed like it should – if I did it manually.
That they wanted me to pay them to fix their broken software is galling.
I do miss the days of Novell, where their published policy was “Yes, you need to pay to open a support ticket, but if this turns out to be our bug and not something you could have fixed on your own by RTFM2, then we will refund you your money.” I think in the twenty years I was a GroupWise admin, almost every support ticket I opened with them ended up being zero cost for us. Once, the support technician said that yes, they had already known about the bug, but the Technical Information Document (TID) was only a day away from being published. Heh. If I’d waited a day, I could have RTFM’d the TID and not bothered with opening a ticket. Yes, he refunded us the support ticket cost. Sure enough, the next day the TID was published, with exactly the same steps the support technician walked me through to solve the problem.