CA customers and former employees said that by promoting Artzt, CEO-elect John Swainson may be sending the wrong message to a public looking for a clean break with accounting investigations, securities fraud indictments and customer complaints. Click here to read more about CAs hiring of Swainson."Russ is an interesting character. He promised us some things and then didnt deliver. He apologized, but not sincerely," said one CA customer, who asked to remain anonymous. "This is a really strange move. Theyve been pushing software again, making the cost so low it knocks out the competition. But the products dont deliver. Product management [is] overselling it to the sales guys, telling them it can do things it cant. The sales guys are just pawns. A lot of people warned me about this, and its all come true."An ex-CA employee who worked closely with Artzt for several years said Artzt liked to have his hands in the daily workings of the eTrust division and had a lot to do with the successful launch of one of the organizations recent high-profile products, Security Command Center. "When he took over eTrust, he spent a lot of time with people trying to work out a strategy to pull it all together. Basically, he was applying a Unicenter strategy and claimed our only competitor was IBM. A bit myopic, but he eventually shifted gears and rallied the organization to build Security Command Center, do the eSecurity Online acquisition and more," said the former employee, who added that Artzts sometimes-disorganized approach frustrated his colleagues. Despite the management turmoil, some users report little change in their dealings with CA. "Theres always sales pressure from CA. I havent seen any difference," said Kelly McDonald, assistant vice president of IT at Brigham Young University, in Provo, Utah. Check out eWEEK.coms for the latest news, reviews and analysis about productivity and business solutions.