Here's my recent round about experience.
We have a DELL/EMC AX100i storage array. I was told before by Tech. support
that I can access the support site thru the 'new and combined' site 'EMC
PowerLink'.
Last week I started having some issue/problem with the storage array, so I
opened an incident using the PowerLink, at the same day, I received a notice
that my case was opened, then closed because I was on the wrong site and they
sent me a link to different site and contact numbers. Called this number and
got a Tech. guy who immediately tried to do some troubleshooting and requested
some log files. I was a bit confused when he gave me his e-mail address because
it got 'siemens.com' on it (so now I am dealing with EMC, DELL and Siemens?).
Got a reply the next day and he cannot find my system in their database, so I
sent him the complete product info (serial#, model# and brand brand name), then
he replied that I was on the wrong site again and provided me another link (web
site) contact number and guess what, this is the original numbers I was calling
in the first place who told me that I should start using PowerLink and this
time neven mentioned about it anymore, just accepted my call and opened and
incident.
Spent hours and days on managing the incident and never got a resolution yet up
to now, but at least I am on the right track this time.
regards,
Librado
>>> Matthew Huff <mhuff AT OX DOT COM> 30/Mar/2007 7:20 am >>>
Fazil,
The problem isn't with the actual support calls, rather it's with the support
infrastructure. The support contract system is a mess since they migrated from
Legato -> EMC.
I've been working since January to get it straightened out, and going nowhere.
________________________________
From: EMC NetWorker discussion on behalf of Fazil Saiyed
Sent: Fri 3/30/2007 9:00 AM
To: NETWORKER AT LISTSERV.TEMPLE DOT EDU
Subject: Re: [Networker] EMC Support Question
Hello,
That is unusuall, i dont have any problems getting EMC support or
case\questions answered, actually, EMC support on Networker is good enough.
877-534-2867 choose the appropriate options at the prompt
To sign off this list, send email to listserv AT listserv.temple DOT edu and
type "signoff networker" in the body of the email. Please write to
networker-request AT listserv.temple DOT edu if you have any problems with this
list. You can access the archives at
http://listserv.temple.edu/archives/networker.html or
via RSS at http://listserv.temple.edu/cgi-bin/wa?RSS&L=NETWORKER
To sign off this list, send email to listserv AT listserv.temple DOT edu and
type "signoff networker" in the body of the email. Please write to
networker-request AT listserv.temple DOT edu if you have any problems with this
list. You can access the archives at
http://listserv.temple.edu/archives/networker.html or
via RSS at http://listserv.temple.edu/cgi-bin/wa?RSS&L=NETWORKER
<html><body><font face = "arial" size = "1">
DISCLAIMER: The information transmitted is intended only
for the addressee and may contain confidential,
proprietary and/or privileged material. Any
unauthorized review, distribution or other use
of or the taking of any action in reliance upon
this information is prohibited. If you received
this in error, please contact the sender and
delete or destroy this message and any copies.
</font><body></html>
To sign off this list, send email to listserv AT listserv.temple DOT edu and
type "signoff networker" in the body of the email. Please write to
networker-request AT listserv.temple DOT edu if you have any problems with this
list. You can access the archives at
http://listserv.temple.edu/archives/networker.html or
via RSS at http://listserv.temple.edu/cgi-bin/wa?RSS&L=NETWORKER
|
