"Todd" == Todd C Merrill tmerrill@mathworks.com writes:
Todd> However, I recently entered a case into the system via the Todd> NOW site for a tech support issue. *Nine* days later I got Todd> first response from an engineer on the case. (Luckily, it
Consider yourself lucky. A case I opened on 8/19 wasn't responded to until 9/14.
I opened another case on the same day that was resolved that week. Interestingly, on this second case, NetApp also opened a case on my behalf over the same issue in response to an autosupport email my NetApp generated when it crashed.
NetApp is extremely inconsistent about this. Our filers have probably crashed a half dozen to a dozen times in the couple of years we've owned them and this is the only time I've seen the autosupport email cause a case to be opened.
j.