Is Symantec killing BE?

[DThornton123]

Last fall Symantec released version 11d to great fanfare. I was judged by the users as one of, if not the worst, bug filled release ever.

They implemented a new licensing system (at the same time they released 11d) which a few lucky users didn't have problems with. Everyone else did. Reports of monumentally long waits in the call queue and "how do I get a license" inquiries appeared many, many times in their forum.

You could open cases via their DirectAssist portal, email, or calling in.

I first noticed that the accents became much stronger. I then noticed the tech. people didn't seem to know as much about the product. They would ask the same question over and over. Email requests for support went unanswered. They're now shutting down the DirectAssist portal. Email support is long gone.

You now see multiple posts on the Symantec 11d forum complaining about long waits to get through to a support tech (1.5-2 hours and longer). If you leave a message they don't call back.

I've been in IT management for over a decade and I cannot see how any IT group will be able to stay with such a buggy, poorly supported application. Backups are too critical to a business.

 

[garymass]

well, I called this morning, told them the issue was critical, and had someone on the phone in under 10 minutes.

He only had a slight accent, and was able to tell me the problem.
(11d has a default limit on number of folders to backup using remote agent)

I was worried after reading the horror stories online, but all in all my experience was pretty good.

 

[Trevoke]

Here's my understanding of how the last upgrades went..

8.0 was good and stable
9.0 was pretty good and has remote agents
10.0 had remote agents but you had to pay for them. Thankfully it also had the Continuous Protection Agent which had unlimited remote agents
11.0 has remote agents and you have to pay for them, whether they are CPS or regular.

Milking it for money, maybe? I'm kinda worried it'll shut down and kinda hoping.. ?

Tao Te Ching Discussions : Chapter 7(includes links to previous chapters)