Veritas-bu

[Veritas-bu] Symantec ?!Support?!

2007-01-09 07:12:29
Subject: [Veritas-bu] Symantec ?!Support?!
From: simon.weaver at astrium.eads.net (WEAVER, Simon)
Date: Tue, 9 Jan 2007 12:12:29 -0000
David
Where is the rest of the email ???? Its been cut !! :-)

Regards

Simon Weaver
3rd Line Technical Support
Windows Domain Administrator 

EADS Astrium Limited, B23AA IM (DCS)
Anchorage Road, Portsmouth, PO3 5PU

Email: Simon.Weaver at Astrium-eads.net



-----Original Message-----
From: Spearman, David [mailto:spe08 at co.henrico.va.us] 
Sent: 09 January 2007 12:08
To: veritas-bu at mailman.eng.auburn.edu
Subject: Re: [Veritas-bu] Symantec ?!Support?!


We had a meeting with our new sales rep and local support engineer (sales).
To say that we unloaded on them would be putting it mildly. They are aware
that their support structure and web site is in the toilet. They also know
that nbu 6.0 was released without a proper shakedown. We specifically asked
what happened to the Veritas support staff. The answer was vaugue. You may
draw your own inferences. As far as logging a 

-----Original Message-----
From: veritas-bu-bounces at mailman.eng.auburn.edu
[mailto:veritas-bu-bounces at mailman.eng.auburn.edu] On Behalf Of Eagle, Kent
Sent: Monday, January 08, 2007 4:27 PM
To: JMARTI05 at intersil.com
Cc: veritas-bu at mailman.eng.auburn.edu
Subject: Re: [Veritas-bu] Symantec ?!Support?!


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

Visit our website at www.wilmingtontrust.com

Investment products are not insured by the FDIC or any other governmental
agency, are not deposits of or other obligations of or guaranteed by
Wilmington Trust or any other bank or entity, and are subject to risks,
including a possible loss of the principal amount invested. This e-mail and
any files transmitted with it may contain confidential and/or proprietary
information.  It is intended solely for the use of the individual or entity
who is the intended recipient. Unauthorized use of this information is
prohibited.  If you have received this in error, please contact the sender
by replying to this message and delete this material from any system it may
be on.


_______________________________________________
Veritas-bu maillist  -  Veritas-bu at mailman.eng.auburn.edu
http://mailman.eng.auburn.edu/mailman/listinfo/veritas-bu

_______________________________________________
Veritas-bu maillist  -  Veritas-bu at mailman.eng.auburn.edu
http://mailman.eng.auburn.edu/mailman/listinfo/veritas-bu

This email (including any attachments) may contain confidential and/or 
privileged information or information otherwise protected from disclosure.
If you are not the intended recipient, please notify the sender immediately, do 
not copy this message or any attachments and do not use it for any purpose or 
disclose its content to any person, but delete this message and any attachments 
from your system.
Astrium disclaims any and all liability if this email transmission was virus 
corrupted, altered or falsified.
---------------------------------------------------------------------
Astrium Limited, Registered in England and Wales No. 2449259
Registered Office: Gunnels Wood Road, Stevenage, Hertfordshire, SG1 2AS, England

<Prev in Thread] Current Thread [Next in Thread>