FlexNet Inc

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Subject: Good Job I love your work ethic. I love the AOL jabs. I work for a computer company in Houston, Tx, and I know what kind of shit stupid users come up with. I just with you had a branch in Houston, I'd definately send you customers! Steve ------------------------------------- Date: Wed, 18 Oct 2000 06:10:48 -0700 From: - j o s e f To: webmaster@flex.com Subject: no need to reply After spening the day dealing with turkey-necked old people with new computers, I was just about ready to jump out my window; They call my house, come over to my hotel room, and ask me which 'Dummie' book to buy. I tell them over and over. They interupt me. They hack and spit and cough and think I'm a nice boy. I am not a 'nice' boy. I am a frustrated, fed up Inca Warrior of the Internet. Who was near suicide 'till he read your page. Thank you. You rock. -josef ------------------------------------- Date: Wed, 18 Oct 2000 09:05:29 -0400 To: webmaster@flex.com Subject: your site Hi There: At first I thought you were being pricks with your declaration berating dumb users. After looking at your hints page though, I've changed my mind.

Subject: Your website Rocks! Hey Guys, I have been working IT Support for over 11 years and could not agree with you more about some end-users. Thank you for saying what those of us in the trenches are thinking most of the time. Later, Nick C. ------------------------------------- Date: Wed, 18 Oct 2000 12:04:29 -0700 To: webmaster@flex.com Subject: Rock on Hey there, I don't need an account, but I just stumbled on your site. You guys rock. Thanks for acknowledging that there are intelligent users out there who shun AssOLe.

Subject: Good Job I think your sign up page is great. Keep up the good work. ------------------------------------- Date: Tue, 17 Oct 2000 19:30:04 -0400 To: webmaster@flex.com Subject: I love it.. To Whom It May Concern: I do tech support for a major game company, and what you have said on your page WRT AOL and their customers is both spot-on and refreshing to see. Oh, the times I've had to hammer it through someone's head that the reason they can't get into an online game due to AOL's not quite standard Internet connection methodology.. Of course, the support request was all-caps, with no punctuation, and spelling that would cause you to flunk day-care.. Keep up the good work! If I lived in your service area, I would have expressed my support the best way: by signing up. -Don R. Swanner, Jr. ------------------------------------- Date: Tue, 17 Oct 2000 16:24:40 -0700 (PDT) To: webmaster@flex.com Subject: Nice tech support page!!! Hello, I just wanted to commend you tech support page. I am looking for work right now and ran across your site.

Yes, there is a chance we "charged" your credit card twice (or more even.) A little background on your credit card and how we (we meaning merchants in credit card parlance) get your money you authorize us to grab out of your credit card (can be debit cards too, but that is another story...): 1. Your Credit Card ---> Credit Card Company e.g. Bank, rip-off Captial One, Amex, etc. ---> Your payment account (bank account, online credit card account, paper credit card bills, etc.) 2. Merchant i.e. Flexnet ---> Credit Card GATEWAY (Authorize.Net) ---> Actual Credit Card Company (AMEX, MC, VISA, DINNER, JCB, etc. Note: If you have a Bank of America VISA card, well actually BOA is re-selling cards provided to them by VISA, and BOA splits the merchant fees for each credit card transaction with VISA. These fees account for BILLIONS of dollars overall. This is why there are non-bank credit card companies like capital one out there ---they are in it for these fees. Big big money!) Now as a merchant, Flexnet desires of course to pay as small a transaction fee as possible on each charge we put thru on our users' behalf. Natural, right? But there is a catch.

Subject: Kudo's from another ISP You rock! We started out in 1994, dealing with only the Internet-savvy, because back then, that's all there were. We've watched our client intelligence decrease and our support costs increase. I only wish our management had the kind of sack that you guys have to tell these people who are sucking the life out of our company that using an ISP is serious business and not a game to be played by children. I swear the next time I have to explain how to use FTP to a 'professional web designer' I'm going to scream. They really think that picking up a copy of Front Page qualfies them as webmasters. it's not rocket science, but it's not flipping burgers, either. Take a course, get some for dummies books. Don't expect your service provider to spoon-feed you!!! The, "I just got a new computer and I need you to talk me step-by-step through setting up my Internet connection and mail client gets me, too'. They don't realize that they should be using Help, or calling the damn company that made the software, not us. Or they could read the bound manuals that we send every new client. Thank you for having the courage to be honest on your site.

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