Hey Barry!
All I can say from a reseller perspective is we feel the pain too! I've been banging on at one of these guys about this, and I'm sure our friends over the pond feel the same. One of the key selling points has been the support (and the tech of course).
Without going into too much detail, it's getting sorted. Problem is that with a big beast, changing a system will take time. HDS for example are very much aware, and they are wanting to resolve this. However the last thing they want to do is implement another system and it break again, I'm pretty sure that will ruin their reputation completely.
If anyone in the UK has any specific support issues with HDS, please contact myself and I can escalate. Or feel free to contact and whinge! :)
Thanks
Ravi Rabheru
-----Original Message----- From: studiosysadmins-discuss-bounces@studiosysadmins.com [mailto:studiosysadmins-discuss-bounces@studiosysadmins.com] On Behalf Of Barry Zubel Sent: 01 November 2012 10:10 To: discuss@studiosysadmins.com Subject: [SSA-Discuss] Support levels from our 'favourite' storage vendors.
It's a sorry state of affairs when we are looking at moving our primary storage off of a major brand-name system to a bunch of whiteboxes with self-support. At least we would get timely contact from the support department (ourselves).
Since the two favoured storage vendors were swallowed up by Hitachi and EMC respectively, support seems to have dropped through the floor and dug itself a hole several kilometres deep so that any attempts to get a timely resolution to any issue is met with a brick wall of silence, derision and/or incompetence. Even escalation of our issue (which has been ongoing for over 4 months, is service impacting and is causing us to "first time fail" ~10% of writes to files) to senior management levels has resulted in... well frankly nothing.
Considering we pay through the nose for support on these products, I'd at least expect to be kept informed rather than being treated like a mushroom at every available opportunity.
Anyhow, I just wanted to get that off my chest. Does anyone have an uplifting story of how support has been quick, thorough and accurate in the last 6 months?
B.
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