Re: NetApp Support ?
Patrick Giagnocavo <[email protected]> Wed, 16 Oct 2024 11:56:41 -0500
| Newsgroups | gmane.comp.hardware.netapp |
|---|---|
| Message-ID | <CAHukMvLnecS9YU3GXpPffREe=ADne8C0D1Pgx6Tpk-S+kAX61w@mail.gmail.com> |
--===============5451311625542262624== Content-Type: multipart/alternative; boundary="0000000000004f6b2b06249af164" --0000000000004f6b2b06249af164 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable It's highly likely, if the rot has started to set in at the support organization, that it will continue to degrade. If support is seen as a "cost" then that is what will continue to happen. The vicious cycle of "tickets and stats" that results in more knowledgeable people leaving, which then causes more "tickets and stats" tracking to be implemented, etc. requires executive vice president levels of intervention to break Saw this directly at a formerly Fortune 500 telecom; went from "knowledgeable person picking up the phone in 45 seconds" to "transfers among departments, finally able to open a ticket, then ticket requires escalation to be handled by someone competent" in a matter of a few years. Cheers Patrick On Wed, Oct 16, 2024 at 11:06=E2=80=AFAM Andrew Hancock < [email protected]> wrote: > Thanks Douglas for responding. > > > > I=E2=80=99m just finding it odd, support request logged almost a week, an= d the > knowledge of the product is poor, well non existent, to let me go and hav= e > a talk with a colleague! > > > > e.g. Ontap Tools for VMware vSphere is supposed to update and configure > hosts to make them compatible with NFS, not a big deal, we=E2=80=99ve scr= ipted it > and done it manually, but when this feature does not function to be told, > you are not Complaint with lifecycle Manager! WTF !??? > > > > Don=E2=80=99t even recognise the screenshot of their own product and soft= ware! > > > > It=E2=80=99s poor, very poor considering how much we pay for support! > > > > If we do not get any further complaint goes into distributor on Friday. > > > > God help us with other technical issues, we=E2=80=99ve yet to ask! > > > > Andrew > > > > PS I=E2=80=99m ignoring the Broadcom comment, before I blow a mental fuse= ! That=E2=80=99s > all fecked up as well! > > > > > > *From:* Douglas Siggins <[email protected]> > *Sent:* 16 October 2024 16:22 > *To:* Andrew Hancock <[email protected]> > *Cc:* [email protected] > *Subject:* Re: NetApp Support ? > > > > For me it has been a little bit tougher to escalate or change ownership. = I > had a ticket that the owner completely ignored for 2-3 weeks -- the owner > then came back and said something to the effect of him being too busy. In > order to get a response I had to call and escalate to a manager. The seco= nd > time I did it, it was ignored. In the past this always worked to get > appropriate responses. Luckily nothing has been too critical, or we > figured it out on our own. > > > > There have been a few good cases with Netapp, with the first tier of > support being quite good. The product has been so stable and just works > generally (many FAS/ AFA), so still happy. Looking at all my other suppor= t > tickets to other companies they've gone downhill as well -- some have > become absolutely useless without a sev1 and absolute hounding with phone > calls and emails (Im looking at you broadcom). > > > > Hardware replacements are the same as ever, asup goes out -- part is sent= . > That's not really changed in years. A few years back -- they redid the > website where we went through and updated all the contact information. It= 's > never clear why some hardware triggers verification of contacts and > addresses. > > > > > > > > On Wed, Oct 16, 2024 at 7:38=E2=80=AFAM Andrew Hancock < > [email protected]> wrote: > > Has NetApp support =E2=80=9Cgone off the boil=E2=80=9D =E2=80=93 it used = to be very good, but I > cannot believe the questions this support analyst is asking me, clearly > does not know the product, which surprises me ? > > > > I was always very impressed with their level of support, maybe my > expectations are too high these days! > > > > Regards > > > > Andrew > > _______________________________________________ > toasters mailing list -- [email protected] > To unsubscribe send an email to [email protected] > > _______________________________________________ > toasters mailing list -- [email protected] > To unsubscribe send an email to [email protected] > --0000000000004f6b2b06249af164 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable <div dir=3D"ltr"><div>It's highly likely, if the rot has started to set= in at the support organization, that it will continue to degrade. If suppo= rt is seen as a "cost" then that is what will continue to happen.= <br></div><div><br></div><div>The vicious cycle of "tickets and stats&= quot; that results in more knowledgeable people leaving, which then causes = more "tickets and stats" tracking to be implemented, etc. require= s executive vice president levels of intervention to break=C2=A0 Saw this d= irectly at a formerly Fortune 500 telecom; went from "knowledgeable pe= rson picking up the phone in 45 seconds" to "transfers among depa= rtments, finally able to open a ticket, then ticket requires escalation to = be handled by someone competent" in a matter of a few years.</div><div= ><br></div><div>Cheers</div><div><br></div><div>Patrick<br></div></div><br>= <div class=3D"gmail_quote"><div dir=3D"ltr" class=3D"gmail_attr">On Wed, Oc= t 16, 2024 at 11:06=E2=80=AFAM Andrew Hancock <<a href=3D"mailto:andrew.= [email protected]">[email protected]</a>= > wrote:<br></div><blockquote class=3D"gmail_quote" style=3D"margin:0px = 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex"><div= class=3D"msg4736903276954401886"> <div lang=3D"EN-GB" style=3D"overflow-wrap: break-word;"> <div class=3D"m_4736903276954401886WordSection1"> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">Thanks Douglas for responding.<u></u><u></u></span></= p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif"><u></u>=C2=A0<u></u></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">I=E2=80=99m just finding it odd, support request logg= ed almost a week, and the knowledge of the product is poor, well non existe= nt, to let me go and have a talk with a colleague!<u></u><u></u></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif"><u></u>=C2=A0<u></u></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">e.g. Ontap Tools for VMware vSphere is supposed to up= date and configure hosts to make them compatible with NFS, not a big deal, = we=E2=80=99ve scripted it and done it manually, but when this feature does not function to be told, = you are not Complaint with lifecycle Manager! WTF !???<u></u><u></u></span>= </p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif"><u></u>=C2=A0<u></u></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">Don=E2=80=99t even recognise the screenshot of their = own product and software!<u></u><u></u></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif"><u></u>=C2=A0<u></u></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">It=E2=80=99s poor, very poor considering how much we = pay for support!<u></u><u></u></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif"><u></u>=C2=A0<u></u></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">If we do not get any further complaint goes into dist= ributor on Friday.<u></u><u></u></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif"><u></u>=C2=A0<u></u></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">God help us with other technical issues, we=E2=80=99v= e yet to ask!<u></u><u></u></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif"><u></u>=C2=A0<u></u></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">Andrew<u></u><u></u></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif"><u></u>=C2=A0<u></u></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">PS I=E2=80=99m ignoring the Broadcom comment, before = I blow a mental fuse! That=E2=80=99s all fecked up as well!<u></u><u></u></= span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif"><u></u>=C2=A0<u></u></span></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif"><u></u>=C2=A0<u></u></span></p> <div style=3D"border-width:1pt medium medium;border-style:solid none none;b= order-color:rgb(225,225,225) currentcolor currentcolor;padding:3pt 0cm 0cm"= > <p class=3D"MsoNormal"><b><span lang=3D"EN-US" style=3D"font-size:11pt;font= -family:"Calibri",sans-serif">From:</span></b><span lang=3D"EN-US= " style=3D"font-size:11pt;font-family:"Calibri",sans-serif"> Doug= las Siggins <<a href=3D"mailto:[email protected]" target=3D"_blank">sigg= [email protected]</a>> <br> <b>Sent:</b> 16 October 2024 16:22<br> <b>To:</b> Andrew Hancock <<a href=3D"mailto:andrew.hancock@cyrus-consul= tants.co.uk" target=3D"_blank">[email protected]</a>&g= t;<br> <b>Cc:</b> <a href=3D"mailto:[email protected]" target=3D"_blank">toast= [email protected]</a><br> <b>Subject:</b> Re: NetApp Support ?<u></u><u></u></span></p> </div> <p class=3D"MsoNormal"><u></u>=C2=A0<u></u></p> <div> <p class=3D"MsoNormal">For me it has=C2=A0been a little bit tougher to esca= late or change ownership. I had a ticket that the owner completely ignored = for 2-3 weeks -- the owner then came back and said something to the effect = of him being too busy. In order to get a response I had to call and escalate to a manager. The second time I did = it, it was ignored. In the past this always worked to get appropriate respo= nses. Luckily nothing has been too critical, or we figured=C2=A0 it out on = our own.<u></u><u></u></p> <div> <p class=3D"MsoNormal"><u></u>=C2=A0<u></u></p> </div> <div> <p class=3D"MsoNormal">There have been a few good cases with Netapp, with t= he first tier of support being quite good. The product has been so stable a= nd just works generally (many FAS/ AFA), so still happy. Looking at all my = other support tickets to other companies they've gone downhill as well -- some have become absolutely useless w= ithout a sev1 and absolute hounding with phone calls and emails (Im looking= =C2=A0at you broadcom).<u></u><u></u></p> </div> <div> <p class=3D"MsoNormal"><u></u>=C2=A0<u></u></p> </div> <div> <p class=3D"MsoNormal">Hardware replacements are the same as ever, asup goe= s out -- part is sent. That's not really changed in years. A few years = back -- they redid the website where we went=C2=A0through and updated all t= he contact information. It's never clear why some hardware triggers verification of contacts and addresses.<u></u><u></= u></p> </div> <div> <p class=3D"MsoNormal"><u></u>=C2=A0<u></u></p> </div> <div> <p class=3D"MsoNormal"><u></u>=C2=A0<u></u></p> </div> </div> <p class=3D"MsoNormal"><u></u>=C2=A0<u></u></p> <div> <div> <p class=3D"MsoNormal">On Wed, Oct 16, 2024 at 7:38<span style=3D"font-fami= ly:"Arial",sans-serif">=E2=80=AF</span>AM Andrew Hancock <<a h= ref=3D"mailto:[email protected]" target=3D"_blank">and= [email protected]</a>> wrote:<u></u><u></u></p> </div> <blockquote style=3D"border-width:medium medium medium 1pt;border-style:non= e none none solid;border-color:currentcolor currentcolor currentcolor rgb(2= 04,204,204);padding:0cm 0cm 0cm 6pt;margin-left:4.8pt;margin-right:0cm"> <div> <div> <div> <div> <div> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">Has NetApp support =E2=80=9Cgone off the boil=E2=80= =9D =E2=80=93 it used to be very good, but I cannot believe the questions t= his support analyst is asking me, clearly does not know the product, which surprises m= e ?</span><u></u><u></u></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">=C2=A0</span><u></u><u></u></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">I was always very impressed with their level of suppo= rt, maybe my expectations are too high these days!</span><u></u><u></u></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">=C2=A0</span><u></u><u></u></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">Regards</span><u></u><u></u></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">=C2=A0</span><u></u><u></u></p> <p class=3D"MsoNormal"><span style=3D"font-size:11pt;font-family:"Cali= bri",sans-serif">Andrew</span><u></u><u></u></p> </div> </div> </div> </div> <p class=3D"MsoNormal">_______________________________________________<br> toasters mailing list -- <a href=3D"mailto:[email protected]" tar= get=3D"_blank"> [email protected]</a><br> To unsubscribe send an email to <a href=3D"mailto:[email protected]= arty.net" target=3D"_blank"> [email protected]</a><u></u><u></u></p> </div> </blockquote> </div> </div> </div> _______________________________________________<br> toasters mailing list -- <a href=3D"mailto:[email protected]" tar= get=3D"_blank">[email protected]</a><br> To unsubscribe send an email to <a href=3D"mailto:[email protected]= arty.net" target=3D"_blank">[email protected]</a><br> </div></blockquote></div> --0000000000004f6b2b06249af164-- --===============5451311625542262624== Content-Type: text/plain; charset="us-ascii" MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline _______________________________________________ toasters mailing list -- [email protected] To unsubscribe send an email to [email protected] --===============5451311625542262624==--