06-30-2010 12:19 PM
I don't contact support for Backup Exec very often, but every time I do it's a terrible experience. From worthless technicians to no call back, it has to be the worst support of any technical product.
I currently have a trouble call that was opened as a critical problem and have yet to speak to a technician. I opened the ticket last Tuesday and it's now the following Thursday with no support provided yet. I received one call, but it was well after normal working hours. I'm Eastern time and every single time the call comes in at about 9PM.
I have called the 800 number multiple times without ever actually getting to a human being. Sat on hold for a total of over 3 hours total for 3 calls.
We are investigating new backup softwar options mainly because of this problem. We cannot afford to put our faith in the support provided by Symantec for Backup Exec.
On the other hand, I have had numerous calls open with Enterprise Vault support and I cannot complain a bit about the communication and support standards they maintain. They make contact within an hour or so and do a very good job of providing support.
OK, the venting is done
06-30-2010 01:17 PM
06-30-2010 01:28 PM
06-30-2010 01:45 PM
FYI... In case if your production is afftected then you should open 1d case, your call will be answered within 10 mins.
07-01-2010 02:00 AM
07-01-2010 06:54 AM
Do I have to create a p1 or p2 ticket via phone call or is there an option when opening online?
When opening a ticket online the only options are
2 (critical)
3 (major)
4 (minor)
I created the ticket as 2 (critical)
07-01-2010 07:41 AM
07-01-2010 07:41 AM
07-01-2010 09:09 AM
07-09-2010 12:52 PM
07-09-2010 01:02 PM
07-09-2010 01:08 PM
07-09-2010 02:06 PM
07-09-2010 02:17 PM
07-09-2010 02:55 PM
07-11-2010 01:53 PM
07-11-2010 02:00 PM
08-09-2010 07:46 AM