> -----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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