Be thankful you are not calling Microsoft. Who will pawn  you between
different 
groups whilst they try and solve your problem...and of course, each time
you get 
shuffled off, it's to the end of the line :)

I would politely point out that the problem is the same. You are still
not able 
to get a reliable backup. I might ask for his boss but not before asking
to 
escalate the original case.

Ian

-----Original Message-----
From: veritas-bu-bounces AT mailman.eng.auburn DOT edu
[mailto:veritas-bu-bounces AT mailman.eng.auburn DOT edu] On Behalf Of Jeff
Lightner
Sent: Thursday, September 06, 2007 8:32 AM
To: Martin, Jonathan; veritas-bu AT mailman.eng.auburn DOT edu
Subject: Re: [Veritas-bu] )(*@^%)*(&@# Symantec Support

It might be a good time to ask for his supervisor.  There is no magic
preventing tickets from being reopened - he's just trying to palm you
off which wouldn't be bad for you since he sounds like a putz but you
ought to make sure his boss knows it.

 

________________________________

From: veritas-bu-bounces AT mailman.eng.auburn DOT edu
[mailto:veritas-bu-bounces AT mailman.eng.auburn DOT edu] On Behalf Of Martin,
Jonathan
Sent: Thursday, September 06, 2007 11:02 AM
To: veritas-bu AT mailman.eng.auburn DOT edu
Subject: [Veritas-bu] )(*@^%)*(&@# Symantec Support

 

/rant on

 

So I'm working a Netbackup / Oracle support issue whereby we're having
trouble restoring an Oracle database from a full backup (RMAN keeps
asking for incremental tapes we don't have.)  The Support guy suggests
we backup the control file, database and archive logs in a different
order to solve the problem.  My DBA Runs this by Oracle and they agree
so we make the configuration change, run the backup, and then that
restore hangs after restoring the control files.  The Symantec tech
tells me now I've got a new issue and that I need to open a new ticket
because he's closed the original one!  I can't believe I pay for this as
"support!" _(*&%@_*#&%_#@&%)@% <mailto:*&%25@_*#&%_#@&%)@%> #

 

/rant off

 

-Jonathan


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