I am getting frustrated with the response time from tech support.
The engineers who take the calls are not responding to my requests for status updates, for days even. Not even a peep, such as, "We're still working on it."
I have not tried the "comments" section from the call log on NOW, but I don't have faith in that if supposed *direct* communication to the engineer isn't working.
I have started calling the 888-4NETAPP number, and waiting on hold for 20-30+ minutes. There is no way to quickly just say, "Have the engineer call me, *please*"; you have to wait...and wait....and wait....
I waited over 20 minutes the other day. Frustrated, I hung up, redialed, and entered the option for "the filer is not serving data," hoping I could get someone quickly. Hah. 18 minutes later someone answered the call. I asked the engineer if today was a busy day; the reply was, "Not really."
I don't know about other people, but if this had been an actual emergency and our filer was down, waiting 20 minutes is unacceptable.
There were threads a while back about response and wait times. Are others still experiencing these interminable delays?
In defense of NetApp, though, I did make a call at 6 AM (EDT) last Friday, and got someone immediately from their third-shift in Europe. Yea! That is much improved! (Now, if I could only get a hold of that engineer *again*...)
Until next time...
The Mathworks, Inc. 508-647-7000 x7792 3 Apple Hill Drive, Natick, MA 01760-2098 508-647-7001 FAX tmerrill@mathworks.com http://www.mathworks.com ---