My users have revolted
Question asked by Karl Jones - July 4, 2017 at 9:06 AM
Answered
I have now been officially asked to return all users to Outlook. The new interface, lack of responsiveness and refresh when scrolling through emails and the inability to review attachments prior to sending was just too much for too long.
I know you will be continuing to work on this new interface and API but in the end i updated too soon.... this product is still in beta as obvious faults and bugs are being reported en-masse.
I'm uncertain to be able to get the users off outlook.... maybe i should update them all to Outlook 2016 but i know that will really piss them off..!!!!

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Quoted without further comment:
 
>>The new interface, lack of responsiveness and refresh when scrolling through emails and the inability to review attachments prior to sending was just too much for too long.
I know you will be continuing to work on this new interface and API but in the end i updated too soon.... this product is still in beta as obvious faults and bugs are being reported en-masse.<<
 
>>We were told that 100's of thousands of users were now using SM16 after the beta had gone public for a short time and that it was considered stable, that is the only reason i changed.... i have found by experience that this was not true.<<
 
>> I buy a licence of SmarterMail for one year and when it will expire i doubt i will continue to use this solution. To much money for something not working.<<
 
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It is truly disheartening to read of all the bugs and issues with V16, which, judging from the many accounts seen on this forum, was released way too soon.
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We are running SmarterMail 16 with 350 domains and 9,000 users. Upgraded about a month ago. A couple of issues here and there, but otherwise all is running well. Your experiences may differ.
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One thing I can think of in their defense is that there is a user-limited free version (15 and 16 are available, I believe), that should be tested thoroughly if one is thinking about full deployment.
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I would, frankly, like to hear from others who have had the same degree of success as Ronald, above, with V16.
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Really good to hear from the "other side," so to speak. Most of what you see on this forum are complaints.
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Derek Curtis Replied
Employee Post
With each version that is released, SmarterMail 16.x gets better, just as SmarterMail itself has since it was initially released. There is always some confusion and panic and "revolt" when things change. We've experienced this every time we've changed the interface or added or modified a feature. However, each change is built upon and improved, and the initial confusion eventually subsides.
 
As for using an external client, that's certainly an option. Outlook, Thunderbird, Apple Mail, eM Client all work well with SmarterMail over IMAP, EWS, or even using a webDAV protocol. We recently worked with the guys at CalDAV Synchronizer to get a fix put in place that greatly improves their product, and now it works as well, if not better, than our Add to Oulook plug-in. 
 
The .1 version that will be released this week brings even more improvements as well as the return of some features present in previous versions. A few examples: the ability to move the preview pane (or remove it completely); the ability to select contact lists, categories and contacts from the new message window; the ability to load or block images in the webmail client and create exceptions for allowing remote content by user/domain/URL, and more. That's on top of resolutions to many of the issues brought up in this Community as well as in tickets we've received.
 
There's no doubt that SmarterMail 16.x is a huge change...and it could be argued it's the biggest change we've made in the last 15 years. However, we're committed to it and committed to continually improving it. Obviously the larger issues are handled first, then we'll work our way down our list as quickly and as efficiently as we can, updating Community threads along the way. 
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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I will concur that SmarterMail 16 works better with Outlook. My users have confirmed. They hate the web interface. I have our longest standing customers ready to leave us because of this change (happened over the weekend). The key problems and we've tested this is:
 
  • Speed - I know you've heard this but here's some tests
    • Client - old desktop (4Gig, Windows 7, dual core), good internet - IE, Chrome, Firefox, etc. ALL SLOW
    • Surface Pro 4 - same location - my box - it's quick i7, 16Gig, Windows 10, etc. - Fast
The tests were done at the exact same time. Client has only 1gig of email and maybe a dozen folders. Mine is a 10gig email and a over 50 folders. New technology is manageable. Don't like the hour glass (3-5 seconds per folder) but I can live with it. The client on a 10k email, clicks REPLY, and 117 seconds (average) the reply box comes up. That is too slow even for a 2400bps modem from the 1980's.
 
Based on this I know it's not the server, the servers connection, the clients connection but our clients older technology (6 years old). Yes it's old but we cannot force someone to buy new hardware.
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It appears that the folks most satisfied with V16 are using Outlook or other email clients, and are not using SM webmail. This implies that the underlying email engine is pretty solid, which is a positive thing.
 
However, I will not yet upgrade to V16 with most users on webmail. The webmail performance, and reported interface issues, would need to get lots better in order for my clients to do that.
 
(I've edited this reply. The previous text was quite unclear as to my intentions in posting it!)
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And it does not appear that the feature for searching all of a user's email, that works in versions prior to V16, is implemented yet.

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