I have called three times on the same issue.
Hold times are extremely long.
Right NOW I am on hold for a critical issue and the call time is 55 minutes and 27 seconds.
This is insane - I will never purchase a Symantec product.
I had problems a couple of months back where I called and was put on hold for a ridiculous amount of time. I called back, repeated the process. The third time I was able to speak to a supervisor who escalated the issue and within about 20 minutes I got a call from a tech. He was available for the remainder of the day and the next day, after the issue was fixed, I received a call from a 3rd Level tech to confirm everything was working as required. It was painful to get but once I got it the support was good.
I have been on hold as I am writing this for an hour and a quarter and have yet to speak to a tech. Worse, we are paying for ENTERPRISE support. What a joke. I am looking for an alternative to BE as long as I get better support.
I agree with the coment that this product is a patch job and not intuitive at all.
Calling Symantec is a pita regardless of the product. We got locked in to A/V and Backup software prior to me getting here and I absolutely dread something going on with the system. Typically whenever I call Symantec, its a garenteed hour plus wait. It does matter if it's urgent or critical or whatever, you are hanging out with hold music that tricks you into thinking a technician is picking up every 5 minutes or so. The forums are a godsend because most of you guys are super helpful, the kicker is we aren't even being paid by Symantec for clearly alleviating their help center.
And not to knock the guys in India, but the solutions they come up with and the reasoning for their answers is typically sub par and I usually end up requesting to be escalated. Once escalated you get someone here in the states or London typically. Once I get to second level support, usually about 3 hours invested into the issue and several call backs later, the resolution rate is usually about 50%. Backup Exec does so much weird crap that is completely unknown by Symantec itself, it's scary.
For example, NO ONE has ever provided a reasonable explanation as to why schedules that work for years if not months randomly go invalid... for no reason. Oh sure, the issue is easy enough to fix by recreating the schedule, but for craps sakes why on earth does it happen? Another brilliant thing that no one has ever explained to me is why on earth does BE use flat files in xml format for catalogs and not a SQL server that you could easily store more information in with less overhead... my BE folder is about 145 gigs right now and holds only 2 years worth of backup catalogs and good luck trying to view that folder as windows has extreme difficulty listing a directories contents when the file numbers are so high.
Symantec support drives me absolutely insane when compared to IBM Hardware Support or Cisco TAC. Thank you for the laggy forums at least, right?