Patrick, One additional benefit of opening the case via email support is that when you get the confirmation email, you generally get a case number.
Having run the gauntlet of Veritas/Symantec Tech Support numerous times in the past, I've learned to call support with the "existing case number" in hand, and then have the call escalated if it's not moving along at an appropriate pace. One other item of irritation: The "View your Case" option on the web site - Has anyone ever seen any meaningful, or even remotely real time updates? Kent Eagle Systems Engineer, MCP, MCSE Tech Services / SMSS ----------------------------------------------------------- Message: 10 Date: Thu, 4 Jan 2007 17:03:18 -0000 From: "Whelan, Patrick" <[EMAIL PROTECTED]> Subject: Re: [Veritas-bu] Symantec ?!Support?! To: "NetBackup List" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="iso-8859-1" Just my ?.02 worth. Unless it is absolutely critical, in which case I will ask to be transferred immediately, I send an email from their web site. This does many things: 1) They get my email address right (unless I type it wrong) :-( 2) They send an automated response that they received your email. 3) When the engineer responds, you will have his email address. 4) With an email you can explain technical aspects that the first line support wouldn't understand. 5) You have a "written" record of when you first contacted them and all the subsequent contacts. There are probably more good reasons, but that's just off the top of my head. :-) Regards, Patrick Whelan NetBackup Specialist Architect & Engineering Visit our website at www.wilmingtontrust.com Investment products are not insured by the FDIC or any other governmental agency, are not deposits of or other obligations of or guaranteed by Wilmington Trust or any other bank or entity, and are subject to risks, including a possible loss of the principal amount invested. This e-mail and any files transmitted with it may contain confidential and/or proprietary information. It is intended solely for the use of the individual or entity who is the intended recipient. Unauthorized use of this information is prohibited. If you have received this in error, please contact the sender by replying to this message and delete this material from any system it may be on. _______________________________________________ Veritas-bu maillist - [email protected] http://mailman.eng.auburn.edu/mailman/listinfo/veritas-bu
