Veritas Backup Exec - Rubbish Customer Service

[ElijahBaley]

Whats going on here, I just called veritas sales office to get them to check out my remote agent serial numbers which are not working, they verified that everything is hunky dory and said that they would immediately transfer me to "support" but in fact put me through to "customer Services" who would not transfer me to "support" until I had paid for a support call!

Graham
"r tape loading error"

 

[RSA]

I have to agree with you, I have just spent 5 days on a customets site installing BE with NSE. The installation from NSE was failing and we wanted to know why (fair enough). The customer had a support contract and the approprate contract number. At first I got through with no trouble, but the line was dropped (problem at my side). On phoning back, I would be transferred through to support, only to hear what sounded like someone playing the piano in a force 10 gail for up to half an hour, at which point I got fed up and hung up. I did this 3 times before we stumbled on the solution ourselves by accident.

I think I'll just give up completly next time I have to deal with support.

 

[ElijahBaley]

Thanks RSA, In addition to my first complaint this is the 3rd day since I submitted a web form to "support" about this same issue - needless to say that nodody has got back to me yet.

I will try again on Monday!


Graham
"r tape loading error"

 

[johnny99]

We have a supportcontract with Veritas for our BE installation, but trust me that doesn't help much.
If you use BE you are on your own.

We will stop using BE in the next 2-3 months. The main reasons for this are: no support that we can use for anything, poor performance, not stable at all.

We will change to NetBackup Datacenter. It costs a lot more but I hope I will sleep better.

/johnny

 

[Primagassie]

I have just used Veritas e-mail support (free). It was concise and after 3 e-mails, correct advice. I think that's a good service.

 

[GonzarTheGreat]

Generally, with Veritas if you want any instant phone support, you pay for the support contract. This costs some $$$. At my present employer we run a medium scale implementation of their BackupExec as well as NetBackup Data Center products with about 5 different instances of BE running all over the world against about 60-70 servers, and generally when you first call, when you get support - you get a complete moron about 50% of the time. While the wait time for paid support sometimes is unjustified, they generally have been pretty good about supporting the various products we utilize.
The sad part is that Veritas support still blows ArcServe support away. If someone out there wanted to make a dime, backup software that was reliable and had excellent customer support would be the breadwinner.

 

[Tilo]

I found that, when you phone support at different times in a day, you end up in a different country. So far the UK support center seems to be the best. I phoned there about 5 times, and every time I had a different engineer, who had excellent knowledge about their product and the OS.