Jim:
We feel the same pain. =)
NetApp RMA's with NetApp used to be great - better than expected even. Usually the first sign something was broken was the replacement part on our desk that had been sent out from autosupport. We only got hassled for extremely deliquent RMA's (more than 3 months past due), which is reasonable.
Ever since SonicAir has taken over a certian portion of the RMA workflow, the whole process has become a horrible experience. They *never* ship a part pro-actively from autosupport mail anymore, a web form must be filled out for every request. Sometimes, no matter how detailed a description is given on the web form, the wrong part is sent (it took a month and 3 separate shipments to get a differential SCSI converter for a StorageShelf2). On top of that, somebody hounds us mere days after the shipment arraives.
To our sales team's credit, the hounding phone calls have gone away, but I'd say our evaluation of NetApp RMA's has gone from 110% (better than expected) to 70% (fair). Hopefuly, a continued customer onslaught will motivate the necessary change to fix this process.
-- Jeff
-- ---------------------------------------------------------------------------- Jeff Krueger E-Mail: jeff@qualcomm.com NetApp File Server Lead Phone: 858-651-6709 IT Engineering and Support Fax: 858-651-6627 QUALCOMM, Incorporated Web: www.qualcomm.com
From Jim Harm on Thu, 03 Feb 2000 11:47:35 PST:
Has anyone else gotten just a little bit miffed at the frequency, speed, and pointlessness of the calls about NetApp RMAs?
I get called in less than a week. shipped on 1-31, received on 2-1, reminder(actually more of a where is it, ya dead beat?) call on 2-2!, it is scheduled to be installed today and I don't want the broken box in office; it gets shipped when I have time.
sometimes I'll get a call with a list of RMAs from the last 6 months and they expect me to respond with the whereabouts of every RMA when the fact is they have all been shipped back to NetApp.
I have to schedule work to replace parts and it takes sometimes a week or more(usually less) and I don't want to have to deal with some extra middle man company to try to justify what I am doing with the RMA. And I feel guilty if I shine them on.
}}}===============>> LLNL James E. Harm (Jim); jharm@llnl.gov (925) 422-4018 Page: 423-7705x57152