I'm not sure if it makes any difference but we're only about an hour away from the former Veritas headquarters in Lake Mary, FL and we get SUPER SUPPORT from our local rep. I've got a response from any email I send her in 3-4 hours, and the pre-sales tech support guy gives me better tech support than any support engineer I've ever talked to there. Apparently my case is the exception because it sounds like everyone else's experiences have been negative. =(
-Jonathan -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Greenberg, Katherine A Sent: Wednesday, October 11, 2006 3:07 PM To: Jim Horalek; Hall, Christian N.; Christopher Jay Manders; Bob Stump Cc: veritas-bu@mailman.eng.auburn.edu Subject: Re: [Veritas-bu] symantec and VERITAS merger good or bad? I didn't realize we had local sales reps anymore... Our extremely responsive former sales team was replaced by some Symantec guy who takes AT A MINIMUM 3-4 weeks to reply to an email. I'm NOT IMPRESSED! I'm not sure if he's overwhelmed or what. What I DO think, tho, is that Symantec has given up on Customer Retention (which was always something Veritas did well) in favor of getting any of the MERGED product line (Symantec or Veritas) into more and more companies and not giving a crap once it's been in and paid for... Does Symantec have a different licensing model than Veritas? The Veritas model has carried over (I think, for the most part) even after the merger; for Veritas products. Does Symantec not realize that Veritas licensing is NOT just an *at purchase time* license and is re-upp'ed at some point (or not, as the case may be) in the life of the product's use at our companies? Another satisfied customer :) ~Kate -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jim Horalek Sent: Wednesday, October 11, 2006 2:20 PM To: 'Hall, Christian N.'; 'Christopher Jay Manders'; 'Bob Stump' Cc: veritas-bu@mailman.eng.auburn.edu Subject: Re: [Veritas-bu] symantec and VERITAS merger good or bad? Make sure you contact your local Veritas Sales Represenative. They can push support for fast response. This is standard operating procedure for any Hardware/Software Manufacturer. Your reseller is another channel to use. Don't just let Support push you around. Jim -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Hall, Christian N. Sent: Tuesday, October 10, 2006 11:31 AM To: Christopher Jay Manders; Bob Stump Cc: veritas-bu@mailman.eng.auburn.edu Subject: Re: [Veritas-bu] symantec and VERITAS merger good or bad? Bob, I would have to echo Chris Mander's thoughts as well. Their 2 hour callback is a joke. We very rarely call them, but when we do the results are always a mixed bag. Thanks, Chris -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Christopher Jay Manders Sent: Tuesday, October 10, 2006 2:14 PM To: Bob Stump Cc: veritas-bu@mailman.eng.auburn.edu Subject: Re: [Veritas-bu] symantec and VERITAS merger good or bad? Hi Bob, We also have noticed. Support is the most notable difference for us. We try hard not to call any more, which may actually have been a strategic move on their part... I heard they 'let go' of quite a few support engineers. Anyway, the support system really feels like climbing up the ladder to get the backline folks involved. Escalation just takes forever and has become quite unacceptable. Their 2 hour call-back is a joke, in our current experience. Was great before. The system broke within months of the takeover, I note. Before the merger/takeover/buyout we touted how responsive they were. Now, as I say, we rarely call unless there is absolutely no other choice. It is a Symantec corporate culture issue, from what I understand. They did it with the Norton acquisition, too. Licensing and support of their products has also suffered. "Completely unresponsive" is the word I hear from our security folks in regards to their desktop firewall and antivirus software as well. I should also add that for at least 9 months responding to the support emails resulted in BOUNCED emails back to me. When reporting it to them they denied any issue, but looking at the header for the emails showed that there was a BIG mixup on their end in the translation of [EMAIL PROTECTED] into [EMAIL PROTECTED] Was this even ever resolved? It was so unprofessional seeing the bounces and hearing their repsonse that I just have nothing really nice to say anymore about them. Sorry for my rant. But, you hit a BIG button there for us. Wish it were otherwise.... Of course, others' milage may vary. And, this is my own $.02 and does not reflect the opinion of my own employer or mgmt here at LBNL. ;) Cheers! --Chris > It's been some time since the merger and I was wondering how things > may have changed for you either positive or negative. My experience > has been negative. For instance. I work for the "State of Michigan" > and have an extremely large environment. symantec pulled our VERITAS > salesman and a very knowledgeable NetBackup support engineer and > replaced them with a symantec side salesman and support engineer. > While they are very symantec knowledgeable, neither one knew much > about NetBackup. I think symantec does not know the complexities of > the NetBackup product. It takes a long time for the end user to even > know how to begin to understand the NetBackup environment. If there is > a problem with your network or DNS, then NetBackup will quickly pointy > out the problem. This is just 1 example. I think the support services > has also degraded but I have no metrics to support my theory. How has > your experience changed? > >----------------------------------------------------------------------- - > >_______________________________________________ >Veritas-bu maillist - Veritas-bu@mailman.eng.auburn.edu >http://mailman.eng.auburn.edu/mailman/listinfo/veritas-bu > > _______________________________________________ Veritas-bu maillist - Veritas-bu@mailman.eng.auburn.edu http://mailman.eng.auburn.edu/mailman/listinfo/veritas-bu _______________________________________________ Veritas-bu maillist - Veritas-bu@mailman.eng.auburn.edu http://mailman.eng.auburn.edu/mailman/listinfo/veritas-bu _______________________________________________ Veritas-bu maillist - Veritas-bu@mailman.eng.auburn.edu http://mailman.eng.auburn.edu/mailman/listinfo/veritas-bu ----------------------------------------- This e-mail may contain confidential or privileged information. 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