On 10/10/2006 12:49 PM, Bob Stump wrote:
> It's been some time since the merger and I was wondering how things may 
> have changed for you either positive or negative. My experience has been 
> negative. For instance. I work for the "State of Michigan" and have an 
> extremely large environment. symantec pulled our VERITAS salesman and a 
> very knowledgeable NetBackup support engineer and replaced them with a 
> symantec side salesman and support engineer. While they are very 
> symantec knowledgeable, neither one knew much about NetBackup. I think 
> symantec does not know the complexities of the NetBackup product. It 
> takes a long time for the end user to even know how to begin to 
> understand the NetBackup environment. If there is a problem with your 
> network or DNS, then NetBackup will quickly pointy out the problem. This 
> is just 1 example. I think the support services has also degraded but I 
> have no metrics to support my theory. How has your experience changed?

Our sales and pre-sales tech support changed.  The post-sales support 
hasn't really impacted us much.  First-line support in any major support 
group always tends to be a bit slow as they need to figure which 
customer forgot to plug the device in versus which customers knows 
what's going on but needs help interpreting a specific error condition.

Once a call has progressed to backline, we have not had issues.  I don't 
think the support is better or worse than before.

        .../Ed

-- 
Ed Wilts, Mounds View, MN, USA
mailto:ewilts at ewilts.org