It's highly likely, if the rot has started to set in at the support organization, that it will continue to degrade. If support is seen as a "cost" then that is what will continue to happen.

The vicious cycle of "tickets and stats" that results in more knowledgeable people leaving, which then causes more "tickets and stats" tracking to be implemented, etc. requires executive vice president levels of intervention to break  Saw this directly at a formerly Fortune 500 telecom; went from "knowledgeable person picking up the phone in 45 seconds" to "transfers among departments, finally able to open a ticket, then ticket requires escalation to be handled by someone competent" in a matter of a few years.

Cheers

Patrick

On Wed, Oct 16, 2024 at 11:06 AM Andrew Hancock <andrew.hancock@cyrus-consultants.co.uk> wrote:

Thanks Douglas for responding.

 

I’m just finding it odd, support request logged almost a week, and the knowledge of the product is poor, well non existent, to let me go and have a talk with a colleague!

 

e.g. Ontap Tools for VMware vSphere is supposed to update and configure hosts to make them compatible with NFS, not a big deal, we’ve scripted it and done it manually, but when this feature does not function to be told, you are not Complaint with lifecycle Manager! WTF !???

 

Don’t even recognise the screenshot of their own product and software!

 

It’s poor, very poor considering how much we pay for support!

 

If we do not get any further complaint goes into distributor on Friday.

 

God help us with other technical issues, we’ve yet to ask!

 

Andrew

 

PS I’m ignoring the Broadcom comment, before I blow a mental fuse! That’s all fecked up as well!

 

 

From: Douglas Siggins <siggins@gmail.com>
Sent: 16 October 2024 16:22
To: Andrew Hancock <andrew.hancock@cyrus-consultants.co.uk>
Cc: toasters@teaparty.net
Subject: Re: NetApp Support ?

 

For me it has been a little bit tougher to escalate or change ownership. I had a ticket that the owner completely ignored for 2-3 weeks -- the owner then came back and said something to the effect of him being too busy. In order to get a response I had to call and escalate to a manager. The second time I did it, it was ignored. In the past this always worked to get appropriate responses. Luckily nothing has been too critical, or we figured  it out on our own.

 

There have been a few good cases with Netapp, with the first tier of support being quite good. The product has been so stable and just works generally (many FAS/ AFA), so still happy. Looking at all my other support tickets to other companies they've gone downhill as well -- some have become absolutely useless without a sev1 and absolute hounding with phone calls and emails (Im looking at you broadcom).

 

Hardware replacements are the same as ever, asup goes out -- part is sent. That's not really changed in years. A few years back -- they redid the website where we went through and updated all the contact information. It's never clear why some hardware triggers verification of contacts and addresses.

 

 

 

On Wed, Oct 16, 2024 at 7:38 AM Andrew Hancock <andrew.hancock@cyrus-consultants.co.uk> wrote:

Has NetApp support “gone off the boil” – it used to be very good, but I cannot believe the questions this support analyst is asking me, clearly does not know the product, which surprises me ?

 

I was always very impressed with their level of support, maybe my expectations are too high these days!

 

Regards

 

Andrew

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