Hi Todd,
My name is Alistair Skinner. I run the global support center at Network Appliance, and was passed your comments concerning the our email responsiveness and holdtimes. Thanks for taking the time to give us some feedback. I'll make sure we follow up
with you on your specific support cases, but wanted to let you know what we're doing generally on web access and phone holdtimes.
Our preferred method of online access is through the web. Using the email option from within a case view gives you a pre-formatted subject line to make sure the email is attached to the case in our system. The comments field can also be used. Unfortunately currently there can be up to a day delay between you submitting something and it getting into our system as these updates are batched. We expect to have an enhanced version implemented in the next two months which will include immediate updates directly to the case.
Regarding phone responsiveness, due to our continued growth, we still experience some long holdtimes at certain times of the day. We have 10 new staff who will complete their training over the next few weeks, and we are in the middle of reallocating existing staff within the various specialty groups to better match resources to demand. Additionally this week we have changed our process behind the "the filer is not serving data" option - instead of queuing blindly for the next
available support engineer, these calls are now routed to our customer support group who will connect you directly with a support engineer if your system is down.
I also wanted to let you know as an additional resource, if you have concerns about how a case is being handled, you can call 1-888-4NETAPP, select the "new case" option, and ask to speak to the Duty Manager.
Thanks again for your feedback,
Alistair
Alistair Skinner Network Appliance alistair.skinner@netapp.com 408-822-6339