"Mohler, Jeff" wrote:
I dont know the entire structure behind the technical support data dug out of the autosupport messages, but if when you got your filer, you registered on the NOW site, your system serial number should be cross referenced with the latest/greatest contact data your organization has provided us.
NetApp's customer database, or perhaps the people who maintain it, seem incapable of tracking proper contact info on multiple customers within a single company at a single given site. For example, take Lucent. At our Murray Hill, NJ site, where I work, there are many filers. They are owned and managed by different entities within the company, each of whom pays for their own equipment and support contracts.
However, whenever NetApp needs to send one of us equipment we've purchased, or to fill a support request, it typically gets sent to the wrong person/organization. We then have to try and figure out who in the heck it's supposed to be for. More and more lately, the equipment shows up at my coworkers office, no matter who it's for. You folks are turning him into a shipping and receiving department when he has better things to do.
Worse, after we track down the correct recipient and we give them their stuff, we are the ones who get all the calls saying "where's that equipment you were supposed to send back?"
We have tried, on numerous occasions, to get NetApp to straighten out this mess, to absolutely no avail.
Ludicrous.
-ste