![]() Total time wasted was approx 4 hours give or take. The tech said there was "a lot to read in ticket." When I requested escalation the tech put me on hold and put me in a new queue with out telling me. We asked to do the same procedures and upload the exact same logs that were already documented and uploaded in the ticket. 1.5 Hours: Trying Solutions that we have tried with the previous 4 techs.Here's the timeline of my call (this is after multiple attempts by my coworker): My question is what do you do and how to you deal with this support? Does Veritas/Symantec have escalation? Is this what I get when I purchase a Symantec/Veritas Product? ![]() We like the product itself and have rarely had to deal problems but when one does crop up it's nearly impossible to get a competent support engineer who actually has problem solving skills and doesn't just regurgitate KB articles. My coworker and I have had a hell of a time trying to fix a problem with Enterprise Vault.
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