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Johanvdv's avatar
Johanvdv
Level 4
10 years ago

Veritas support failure

I created a support ticket on the 10th of March regarding a problem with the creation of a recovery disk under SSR 2013 fixpack 4.

I am have being pinged by my 5th 'service engineer'.

Each of them follow this procedure :

- Hi, I am x and will be taking over this case. Give me a couple of days to review the case.

- A request by me for an update

- Silence from the other side or a message stating that my case has not yet been looked at

- A request from my end to increase the priority of the case

- Hi, I am Y and will be taking over this case ...

 

Requests for updates, priority increases, attention to my case : nothing

 

Now my questions : What can I do to get some actual help on this particular case? Is this type of behaviour normal?

 

[ Yes, I am aware that I can post the details of the case in the forum and try to get help that way but given the fact that we are a business paying for support on this product, I am looking for ways to improve the relationship ]

 

 

Backup and Recovery
SSR 2013
System Recovery

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  • TxHarley's avatar
    TxHarley
    Level 3
    9 years ago

    Hi,

     

    I am having problems also getting the support we need for our company since 05/05/16.   I have requested to get the higher level of support which I am told the backline support which does not speak with the customers directly.

    We are a large company with many licenses for critical situation.

     

    Thank you.