[Veritas-bu] Symantec ?!Support?!
2007-01-04 12:21:41
Subject: |
[Veritas-bu] Symantec ?!Support?! |
From: |
pkoster at ci.grand-rapids.mi.us (Koster, Phil) |
Date: |
Thu, 4 Jan 2007 12:21:41 -0500 |
The one time I tried e-mail support using the form on their web page, I got an
undeliverable response. I told our sales rep about it (this was an
administrative issue rather than a technical one so I mistakenly thought our
sales rep might 1 care and 2 be helpful) and she just told me to call. She did
not care one iota that their form was broken and she made no effort at all to
attempt to help us. She didn't even give me the phone number I needed the
first time around. She could probably have resolved the issue herself but she
made no attempt at all.
This makes me think the problem is more related to the corporate culture of
Symantec and when you get good support it is probably because that person came
from Veritas in the merger.
Phil Koster
Network Administrator
City of Grand Rapids, MI
Direct: 456-3136
Helpdesk: 456-3999
________________________________
From: veritas-bu-bounces at mailman.eng.auburn.edu [mailto:veritas-bu-bounces
at mailman.eng.auburn.edu] On Behalf Of Whelan, Patrick
Sent: Thursday, January 04, 2007 12:03 PM
To: NetBackup List
Subject: Re: [Veritas-bu] Symantec ?!Support?!
Just my ?.02 worth. Unless it is absolutely critical, in which case I will ask
to be transferred immediately, I send an email from their web site. This does
many things:
1) They get my email address right (unless I type it wrong) :-(
2) They send an automated response that they received your email.
3) When the engineer responds, you will have his email address.
4) With an email you can explain technical aspects that the first line
support wouldn't understand.
5) You have a "written" record of when you first contacted them and all
the subsequent contacts.
There are probably more good reasons, but that's just off the top of my head.
:-)
Regards,
Patrick Whelan
NetBackup Specialist
Architect & Engineering
+44 20 7863 5243
Of all the things I've lost, I miss my mind the most! - Unknown
There are only 10 kinds of people on earth - those who understand binary
and those who don't.
... Als sie mich holten,
gab es keinen mehr, der protestieren konnte
-- Martin Niem?ller
-----Original Message-----
From: veritas-bu-bounces at mailman.eng.auburn.edu [mailto:veritas-bu-bounces
at mailman.eng.auburn.edu] On Behalf Of Sixbury, Dan
Sent: 04 January 2007 16:44
To: Martin, Jonathan (Contractor); NetBackup List
Subject: Re: [Veritas-bu] Symantec ?!Support?!
I have dealt with numerous vendors and support. Like all vendors, who you get
on the other line makes a huge difference as to the type of support you
receive. i.e. I actually have received better Red Hat Linux support from HP
versus directly from Red Hat. But in that same example I have had both good
and bad experiences. Different people have different levels of experience and
therefore you will receive different support depening on the level of expertise
you have helping you.
So far as support from Symantec / NetBackup, I have had some average support
and I have had top of the line, really good support.
In regards to having to wait for a call back, it really depends on the
criticality of your case and the work load of the support engineers. I have to
admit that I prefer support setup such that if you have an issue that you can
get transferred to someone immediately, and that is an option (I believe?) with
NetBackup if you have severity level 1 issue. Most of the issues that I have
that require calling support have a call back within 2 hours and that has been
acceptable.
So far as value for using Symantec (Veritas) for support, it also depends on
your environment. I just checked my configuration and we have over 853 clients
of which 762 are Unique clients that are getting backed up on a regular basis.
I would never want to support this environment if I didn't have someone like
Symantec to back me up when I ran into issues.
So far as the email and phone numbers, I have typically gotten verification
from the support person on the number and email address that is on file to
verify that it is correct. Not sure if they don't always verify this, but I
have typically received verification.
Dan
________________________________
From: veritas-bu-bounces at mailman.eng.auburn.edu [mailto:veritas-bu-bounces
at mailman.eng.auburn.edu] On Behalf Of Martin, Jonathan (Contractor)
Sent: Thursday, January 04, 2007 10:12 AM
To: NetBackup List
Subject: [Veritas-bu] Symantec ?!Support?!
A while back there was a thread going about how good/bad Symantec support is.
I recently submitted and closed my first case (after solving the issue myself)
and replied the following to their "Technical Support Feedback" survey. We
didn't have Netbackup support here for many years, and only bought it to
upgrade to 6.0. Considering my initial experience I can only hope it gets
better (although that so far looks unlikely) or I've got a feeling we won't be
bothering with support in the future.
4. You have indicated dissatisfaction with one or more of the case handling
aspects. Please use the comment field below to provide specific examples.
Where do I start?
1 - When I call I want to talk to a competent technician right away. Not wait
8 hours for someone to get back to me. What's the point of paying for 24x7
support if I'm not going to talk to someone right away? Does my "8 hour" wait
continue for 8 hours - 24 hours a day versus a 5x9 contract where I only "burn"
9 waiting hours a day?
2 - When I ask to be called back after hours at a specific number I want to be
called on that number, not my desk because I don't work at 10:00PM.
3 - How many times do I have to tell the phone screener that my company's email
address standard is not first initial, last name?! It took me 2 days and
several calls to get it strait that my email address was jmarti05 at
intersil.com <mailto:jmarti05 at intersil.com> NOT jmartin05 at intersil.com
<mailto:jmartin05 at intersil.com> . I just put in another case and the same
mistake was made!
4 - We spent 2 days going back and forth via email to work on COMMON ISSUES
that had NOTHING TO DO with my problem. Even after I had solved my own
problem, I continued sending the support guy log files and command line outputs
just to see where it would go and HE NEVER RESOLVED IT.
Overall my first Symantec Support went poorly, and my second isn't going much
better.
Jonathan Martin
Systems & Security Operations
Intersil Corporation
Office (321) 724-7314
Cell: (305) 989-0510
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- [Veritas-bu] Symantec ?!Support?!, Martin, Jonathan (Contractor)
- [Veritas-bu] Symantec ?!Support?!, Sixbury, Dan
- [Veritas-bu] Symantec ?!Support?!, Paul Keating
- [Veritas-bu] Symantec ?!Support?!, Eagle, Kent
- [Veritas-bu] Symantec ?!Support?!, WEAVER, Simon
- [Veritas-bu] Symantec ?!Support?!, Spearman, David
- [Veritas-bu] Symantec ?!Support?!, WEAVER, Simon
- [Veritas-bu] Symantec ?!Support?!, Spearman, David
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