I agree, we have only had the very best of service from both Microsoft
and Symantec. During a recent problem, I was updated hourly on the
progress of the problem from both parties until the problem was solved.
 
 
 
 
 
 
Kind Regards,
Clem Kruger

-----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 Steven
L. Sesar
Sent: 06 September 2007 18:55 PM
To: Ian Clements
Cc: veritas-bu AT mailman.eng.auburn DOT edu
Subject: Re: [Veritas-bu] )(*@^%)*(&@# Symantec Support

Not to digress, but Microsoft has given us what is arguably the best 
support out of any of our vendors.



Ian Clements wrote:
>  
> 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
>
>
>   


-- 
===================================

   Steven L. Sesar
   Lead Operating Systems Programmer/Analyst
   UNIX Application Services R101
   The MITRE Corporation
   202 Burlington Road - MS K101
   Bedford, MA 01730
   tel: (781) 271-7702
   fax: (781) 271-2600
   mobile: (617) 519-8933
   email: ssesar AT mitre DOT org

=================================== 

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