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 ---
i'm having the same problem. i've had a call open for nearly two weeks and the engineer will not return my emails. very frustrating. i'm not a happy camper at this point.
-- michael
On Thu, Aug 19, Todd C. Merrill wrote:
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...
On Thu, 19 Aug 1999 mgx@spruce.lsd.ornl.gov wrote:
i'm having the same problem. i've had a call open for nearly two weeks and the engineer will not return my emails. very frustrating. i'm not a happy camper at this point.
I've had the same problem, a couple weeks ago. See the "How does Netapps win and lose business?" thread.
Tom
Thanks to everyone for (mostly) civilly responding to my post titled "How does Netapps win and lose business?"
I know it could have been taken as trolling for flames or worse. In fact, I think some good information was brought out. This list is not only useful for fixing problems; it can also host a reasonable discussion on the current storage technologies and options.
No, I do not work for a Netapps competitor. Yes, I am shopping for storage. And yes, some sales people do attempt to aggresively discredit their competition.
--jeff skelton
-
Jeffrey Skelton -
mgx＠spruce.lsd.ornl.gov -
tkaczma＠gryf.net -
Todd C. Merrill