Patrick,

One additional benefit of opening the case via email support is that
when you get the confirmation email, you generally get a case number.

Having run the gauntlet of Veritas/Symantec Tech Support numerous times
in the past, I've learned to call support with the "existing case
number" in hand, and then have the call escalated if it's not moving
along at an appropriate pace.

One other item of irritation:
The "View your Case" option on the web site - Has anyone ever seen any
meaningful, or even remotely real time updates?


Kent Eagle
Systems Engineer, MCP, MCSE
Tech Services / SMSS
-----------------------------------------------------------

Message: 10
Date: Thu, 4 Jan 2007 17:03:18 -0000
From: "Whelan, Patrick" <Patrick.Whelan at colt.net>
Subject: Re: [Veritas-bu] Symantec ?!Support?!
To: "NetBackup List" <veritas-bu at mailman.eng.auburn.edu>
Message-ID:
        <15D80BEA77F90047B2B339A271B5C4AB67E7A7 at ULONCTMVMAI005.EU.COLT>
Content-Type: text/plain; charset="iso-8859-1"

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

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