Sorry everybody for the rant here but I wanted to share. I have been using Mikrotik since 2009 and have installed thousands of devices in various roles. On two recent projects I have had major implementation problems.
The first was usermanager. I could not get Authoirze.net to work for a client deploying dozens of RV parks and campgrounds. The client has 3 site being deployed currently with dozens of Devices at each site. Mostly CCR routers and 60g wireless wires with another brand of AP. I convinced the client who wanted to use only the other brand that it would be best to use the CCR’s at the edge for performance and control. Then I set up a User Manager on my Google Cloud account for them to handle the billing. Even though documentation and training is sparse, I muttled through the widi an d things were going smoothly until I got stuck implementing Authorize.net payments. I got different errors ever time I changed anything. Finally I decided to put in a support request, I got a response a couple days later. That did not help, one response per day no method of priority response. No resolution, the client gave up, associated the failure with Mikrotik, fired me and replace the routers they have installed so far with the other brand. They may or may not have trouble with that solution, I do not know but my reputation and Mikrotik’s is tarnished, along with tens of thousands of dollars in future business for Mikrotik.
The second fail was not so bad, I came up with a half ass fix and the client is only using a few devices. I replaced a corporate multi site wan edge that was running on ASA’s with some 4100’s. Everything was pretty standard I ran into trouble with L2TP VPN’s for mobile users. After partial deployment the customers IT staff raised objection that the Windows L2TP client has to have the default gateway checked to reach everything on their network. After hunting through the forums and outside Mikrotik postings, I came to the conclusion that there is no way for Mikrotik to push inside routes to a mobile L2TP client and when I put the information into the Active Directory Dial Up field, ROS handled the route itself breaking the network. I offered them to use OpenVPN which we can specify the routes in the config file but set up for dozens of users was cumbersome, and the easy deployment installer configuration does not run on Mikrotik. I ended up creating a batch script for the end users that runs the L2TP in a phonebook file and installs the routes. This is not elegant.
What this has emphasized it that the support and product completeness from Mikrotik is lacking, but… People are willing to pay for it. Here is the opportunity. MIKROTIK if you are listening. You can charge for level 1 priority support. Charge per ticket, per hour, build a top tier of support staff available in various time zones. Do not worry about objections from consultants who may be sidelined with direct support, I am one of those consultants and would benefit greatly from something like Cisco TAC for Mikrotik.
I know I am not the only one, I have seen requests like this in the forums for years.
Also if a product is not fully functional to the standards of your customers, Please kill it or fix it.
Frustrated
JC
