Need the secret to get support, waiting for 12 days now ...

[JuergenB]

Hi,

can anyone tell me the secret to get technical support for backup exec products.

I have a case open sind 16.01.13 with severity 4.
The case was changed to severity 2 on 25.01 (5 days ago) and i am still waiting for the first contact with a support engineer.

So, what is the secret?

[teiva-boy]

Call back into support, ask for a Duty Manager.  They will try to transfer you immediately, though you may be put on hold some more..  DM takes your info and allocates a better In US engineer to assist.  Case usually works a bit better that way.