I agree wholeheartedly regarding Debbie Dunn. She was great! She was
one of the best, if not THE best support person I have worked with
myself.
Powerlink: I have become more comfortable with but I have a hard time
finding answers to my problems. Most of the time, the answers just
aren't there. However, I experience this problem mostly when searching
for answers to NetWorker questions and not storage (i.e. SAN) questions.
Phone support: I wish I could say I had the experience of having my
calls rotated around. When I call in regarding an open service request
and the technician assigned to my request has left for the day or is on
another call, I'm just pretty much out of luck. I will admit that this
is not 100% of the time but DEFINITELY more times than not. The phrase
"There are no available technicians to take your call" is well engrained
in my mind. I recently entered a Severity 2 request and was told twice
that someone would call me back within two hours. I never heard
anything until the next day. Don't get me wrong. I don't blame the
support staff for these problems. I blame EMC for not properly
structuring their support and/or not having an adequate number of
support staff.
OK. I'm off of my soapbox now. Sorry to have taken up everyone's time
with my ranting.
Again, if any EMC support staff is monitoring this list, from my
experience, you are all very good at what you do and I always appreciate
your help. I just believe EMC has some restructuring to do.
Tim
-----Original Message-----
From: EMC NetWorker discussion [mailto:NETWORKER AT LISTSERV.TEMPLE DOT EDU] On
Behalf Of Albert, Eddie (GTI)
Sent: Monday, July 30, 2007 10:22 AM
To: NETWORKER AT LISTSERV.TEMPLE DOT EDU
Subject: Re: [Networker] Is support of networker with emc getting better
or worse?
My experience may be dated...
I last worked for The Pentagon in January/February. But during that time
phone support was incredible. The phone support folks would rotate and
forward my call around until we had a SME (subject matter expert) to
discuss my issues with me.
I can tell you I called in a request for help from HERE on the NDMP
issue on Thursday and received my answer today. /shrug I don't know if
they have a backlog or what the deal is... I am still learning the
system here, it could be MY ISSUE at this point, not sure yet.
POWERLINK is another story
It has been a horrible DEBACLE, but... To give them credit it is
way ahead NOW of where I left it in February. The problem I have is it
would appear instead of buying an industrial strength support solution,
that EMC is allowing their customers to beta test their support
solution.
EMC in buying legato has become this big monster that can not turn on a
dime. It turns on oh... Say a dollar & 87 cents. <grin>
Use Powerlink when you can to document the issues, if you don't have
time to wait use the toll free #...
OH and P.S.
Dearest High Muckity-Muck @ EMC SUPPORT,
Please go get DEBBIE DUNN and put her BACK in Support... I miss her
Techno-therapy! Truly one of the best tech support folks I have ever
worked with. Oh and the next time you decide to let someone of her
caliber leave your team, do us a favor and develop a PATCH that we can
wear to get over our addiction to great service. <grin> (Yeah-yeah, for
the rest of the support team you're good too, just miss Deb!)
Semper Fidelis et paratus, of course if I was paratus I wouldn't need
this list!
Eddie Albert aka THE NETWORKER KID!
-----Original Message-----
From: EMC NetWorker discussion [mailto:NETWORKER AT LISTSERV.TEMPLE DOT EDU] On
Behalf Of Clark, Patti
Sent: Monday, July 30, 2007 10:07 AM
To: NETWORKER AT LISTSERV.TEMPLE DOT EDU
Subject: Re: [Networker] Is support of networker with emc getting better
or worse?
> -----Original Message-----
> From: EMC NetWorker discussion
> [mailto:NETWORKER AT LISTSERV.TEMPLE DOT EDU] On Behalf Of mark wragge
> Sent: Monday, July 30, 2007 6:50 AM
> To: NETWORKER AT LISTSERV.TEMPLE DOT EDU
> Subject: [Networker] Is support of networker with emc getting
> better or worse?
>
> I would like to get some feedback from others regarding the
> current quality of networker support from EMC. Do you find it
> is getting better or worse?
> Over the past months i have used powerlink to log a number
> of support calls that have been responded to once and then no
> response. Two of the calls in particular i have requested an
> update through powerlink on a daily basis (as a sort of
> survey) and there was never one response from an engineer. In
> one case i received a phone call from an enginner 3 weeks
> after the initial response during which time i had resolved
> the case through this website.
>
> In my experience over te past 6 monhts there is only one
> way to get a response from support and that is by logging the
> case as severity 1. But then as soon as the enginner drops it
> to severity 2 there is no response - and I mean NO response.
>
> Customers are paying money for licenses that do not work (
> we have 2 incidense of this at the moment for exchange and MS
> vclusters) and they are paying for support of these licesnes
> and EMC support are doing nothing about it.
>
> Is the problem here powerlink? does it actually register my
> updates with the support team or are they working from
> powerlink at all?
>
> Other experiences appreciated!
>
In a nutshell, my experiences with EMC support has been awful. The only
reason to use them is to have the PowerLink access to the documentation
and the software updates. Period.
Phone support is always pleasant, they make promises, don't always open
a ticket (no ticket, no trail, no resolution).
Web support is non-existant. I open tickets, they sit for a while and
then they are closed. No information, no resolution, no contact, just
closed.
EMC held 2 webinars about PowerLink in June where they dog and ponied
the features. Along with the host, there were several EMC attendees who
were there for questions. I asked a question about getting my PowerLink
account fixed. The only answer I received was from the one EMC attendee
who was hiding behind a screen name. Again, promises were made online
and that was the end of it. No contact, no resolution.
I shudder to think what would happen if I had an unresolved technical
issue that was a show stopper. It's bad enough that nsrexecd dies with
a core dump at least monthly, sometimes more often without explanation.
v7.3.2 Jumbo_1 on RHEL4.
I become green with envy when I hear from folks on this list who have
assigned teams and receive stellar technical support. I assume there is
a price point for that type of support.
This list is a lifesaver!
Patti Clark
Unix System Administrator - RHCT
Office of Scientific and Technical Information
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