Enquiry and complaint about Backup Exec Support SLA

[Ag_BC]

Hi Symantec,

I have multiple case open with Symantec for almost 60 days without solution. The dedicate duty manager over the phone complain about me as a client follow up the case everyday. As a customer I want to complain about the lack of support and response to multiple cases. The duty manager also told me I am not business critical customer so I should not complaint as they are doing me a flavor so I can speak to baseline engineer.

According to the escalation process provided by Symantec (http://www.symantec.com/support/Symantec_SEE.pdf)  - https://www-secure.symantec.com/connect/forums/backup-exec-2014-symantec-bad-support-experience-sydney

I have follow the step to escalate and I have the right talk to baseline engineer.

The dedicated duty manager also ask me to contact their legal department if I have complaint. Can someone provide me the legal department contact email address or phone number in Australia? Or the proper complaint contact?

Now can someone from Symantec senior management review my cases and also provide me the SLA of Symantec Backup Exec support?

Regards,

[Artegic]

60 days are not so bad. I have a case open right now which is 116 days old with no solution in sight. The last two cases I could conclude successfully took 52 and 67 days to resolve. Another one took 88 days until I gave up and settled for a workaround. These times are the norm for Symantec support.

An SLA (if one exists) will only guarantee a response time anyway, never a solution time.

So I don't think you'll achieve much by complaining.

[lmosla]

Hi Ag BC,

We are in currently investigating the support issues you have experienced, along with top engineers in contact with you and working on this situation.

Thanks!