From my experience so far, yes, this is what to expect. I just got off the
phone with Veritas because of an incident I had to purchase last week. (The
idea of paying for support bothers me greatly now.) I told them I would not
pay for it, because after FOUR hours with a useless tech, I decided it was
not a veritas problem, but a Microsoft problem. I then called MS and the
resolved it. Anyway, I was told that "veritas does not guarentee solutions,
only that you will speak with a tech."

What the hell is that??? I know arcserve had its problems, and you would
wait on hold as long as veritas, but atleast they fixed the problems,
usually.

Looking at other solutions, if anyone has one please let me know

Scott M Gorham
ChooseEnergy.com

"Jonathan Parker" wrote in message
news:39db3b7f$1@hronntp01....
>
> I'm a new customer to Veritas, basically over the past 11 years I've used
> Arcserve products (over approx 50 servers NT and Netware). After years of
> problems with Computer Associates, we recently decided to invest in
BackupExec
> products mainly due to recommendation and the Veritas name.
>
> Basically I've come across a fairly fundamental problem with the software
> which needs resolving (I've covered this in another post).
>
> I thought I would ring Veritas Technical Support, and log an incident, and
> use my new VIP Support Contract. VIP sounds good, that's really raised my
> expectations, so on to the telephone.
>
> Initially after some confusion, I was advised that my VIP support contract
> was in fact registered with two other companies. Support passed me on to
> another section, where after several minutes interrogation I was given a
> temporary support contract number. I was then passed back to technical
support,
> unfortunately the person in technical support had very poor English
language
> skills. He simply could not understand what I was trying to say, and kept
> advising me to install the accelerator agent, I kept advising him that I
> had, we were getting nowhere. He was obviously reading stuff off the
computer
> screen that he had absolutely no knowledge about, and I could tell he was
> getting a bit upset after he said "that I didn't believe him". So I asked
> to speak to somebody else, escalate the problem, only to be told that
"there
> was nobody", eventually after demanding to speak to anybody, I was plunged
> into the abyss of the silent hold. I eventually get somebody who can speak
> English. He advises me that in fact there has been a licencing change and
> I now need to purchase another product, completely contradicting what the
> previous guy had said.
>
> Nobody really wanted to know, or own my problem and I still have no real
> solution. My initial impression is that Veritas don't care about their
customers,
> even when they purchase their products in large volumes.
>
> I'm only 31, but I've been in the IT industry for over 12 years, NEVER,
NEVER
> !! in all that time have I received such poor and incompetent service.
Where
> can I go from here ?
>
> The four people I spoke too in the Veritas organisation this morning have
> forced me to re-evaluate my decision, I would be interested to hear from
> other customers. Is this the level of performance that Veritas provide ?

Hmmm... I never called. Normally when I faced any problem with their product
I search their knowledgebase on the web. If I can't found anything, then I
post them a mail and get the good response.

I think I get the support from Australia team.

Brgds,
/Choo.


"Jonathan Parker" wrote in message
news:39db3b7f$1@hronntp01....
>
> I'm a new customer to Veritas, basically over the past 11 years I've used
> Arcserve products (over approx 50 servers NT and Netware). After years of
> problems with Computer Associates, we recently decided to invest in
BackupExec
> products mainly due to recommendation and the Veritas name.
>
> Basically I've come across a fairly fundamental problem with the software
> which needs resolving (I've covered this in another post).
>
> I thought I would ring Veritas Technical Support, and log an incident, and
> use my new VIP Support Contract. VIP sounds good, that's really raised my
> expectations, so on to the telephone.
>
> Initially after some confusion, I was advised that my VIP support contract
> was in fact registered with two other companies. Support passed me on to
> another section, where after several minutes interrogation I was given a
> temporary support contract number. I was then passed back to technical
support,
> unfortunately the person in technical support had very poor English
language
> skills. He simply could not understand what I was trying to say, and kept
> advising me to install the accelerator agent, I kept advising him that I
> had, we were getting nowhere. He was obviously reading stuff off the
computer
> screen that he had absolutely no knowledge about, and I could tell he was
> getting a bit upset after he said "that I didn't believe him". So I asked
> to speak to somebody else, escalate the problem, only to be told that
"there
> was nobody", eventually after demanding to speak to anybody, I was plunged
> into the abyss of the silent hold. I eventually get somebody who can speak
> English. He advises me that in fact there has been a licencing change and
> I now need to purchase another product, completely contradicting what the
> previous guy had said.
>
> Nobody really wanted to know, or own my problem and I still have no real
> solution. My initial impression is that Veritas don't care about their
customers,
> even when they purchase their products in large volumes.
>
> I'm only 31, but I've been in the IT industry for over 12 years, NEVER,
NEVER
> !! in all that time have I received such poor and incompetent service.
Where
> can I go from here ?
>
> The four people I spoke too in the Veritas organisation this morning have
> forced me to re-evaluate my decision, I would be interested to hear from
> other customers. Is this the level of performance that Veritas provide ?

I've been dealing with Veritas since January 2000. I've called them numerous
times with my Corporations VIP contract and have had many dealings with tech
support. All the times I've called, I've had extremely short wait times,
knowledgable technicians, and about 8 times out of 10 they usually fix my
problem in their first shot. I definitely cannot relate to your experience
with Veritas TechSupp. Sorry to hear that you're having that big a problem
with them.


Jonathan Parker wrote in message <39db3b7f$1@hronntp01.>...
>
>I'm a new customer to Veritas, basically over the past 11 years I've used
>Arcserve products (over approx 50 servers NT and Netware). After years of
>problems with Computer Associates, we recently decided to invest in
BackupExec
>products mainly due to recommendation and the Veritas name.
>
>Basically I've come across a fairly fundamental problem with the software
>which needs resolving (I've covered this in another post).
>
>I thought I would ring Veritas Technical Support, and log an incident, and
>use my new VIP Support Contract. VIP sounds good, that's really raised my
>expectations, so on to the telephone.
>
>Initially after some confusion, I was advised that my VIP support contract
>was in fact registered with two other companies. Support passed me on to
>another section, where after several minutes interrogation I was given a
>temporary support contract number. I was then passed back to technical
support,
>unfortunately the person in technical support had very poor English
language
>skills. He simply could not understand what I was trying to say, and kept
>advising me to install the accelerator agent, I kept advising him that I
>had, we were getting nowhere. He was obviously reading stuff off the
computer
>screen that he had absolutely no knowledge about, and I could tell he was
>getting a bit upset after he said "that I didn't believe him". So I asked
>to speak to somebody else, escalate the problem, only to be told that
"there
>was nobody", eventually after demanding to speak to anybody, I was plunged
>into the abyss of the silent hold. I eventually get somebody who can speak
>English. He advises me that in fact there has been a licencing change and
>I now need to purchase another product, completely contradicting what the
>previous guy had said.
>
>Nobody really wanted to know, or own my problem and I still have no real
>solution. My initial impression is that Veritas don't care about their
customers,
>even when they purchase their products in large volumes.
>
>I'm only 31, but I've been in the IT industry for over 12 years, NEVER,
NEVER
>!! in all that time have I received such poor and incompetent service.
Where
>can I go from here ?
>
>The four people I spoke too in the Veritas organisation this morning have
>forced me to re-evaluate my decision, I would be interested to hear from
>other customers. Is this the level of performance that Veritas provide ?

I agree. Veritas tech support is among the worst in the business. I feel like
you are constantly being stonewalled instead of helped anytime you call them.
Also, you can easily get 5 different answers from 5 different techs on the
same question. They never call you back when they say they will.
Also, their knowledge base is very poor. We are planning on moving all
our customers to other backup software. We are just sick of it.


"Scott M Gorham" wrote:
>From my experience so far, yes, this is what to expect. I just got off the
>phone with Veritas because of an incident I had to purchase last week. (The
>idea of paying for support bothers me greatly now.) I told them I would
not
>pay for it, because after FOUR hours with a useless tech, I decided it was
>not a veritas problem, but a Microsoft problem. I then called MS and the
>resolved it. Anyway, I was told that "veritas does not guarentee solutions,
>only that you will speak with a tech."
>
>What the hell is that??? I know arcserve had its problems, and you would
>wait on hold as long as veritas, but atleast they fixed the problems,
>usually.
>
>Looking at other solutions, if anyone has one please let me know
>
>Scott M Gorham
>ChooseEnergy.com
>
>"Jonathan Parker" wrote in message
>news:39db3b7f$1@hronntp01....
>>
>> I'm a new customer to Veritas, basically over the past 11 years I've used
>> Arcserve products (over approx 50 servers NT and Netware). After years
of
>> problems with Computer Associates, we recently decided to invest in
>BackupExec
>> products mainly due to recommendation and the Veritas name.
>>
>> Basically I've come across a fairly fundamental problem with the software
>> which needs resolving (I've covered this in another post).
>>
>> I thought I would ring Veritas Technical Support, and log an incident,
and
>> use my new VIP Support Contract. VIP sounds good, that's really raised
my
>> expectations, so on to the telephone.
>>
>> Initially after some confusion, I was advised that my VIP support contract
>> was in fact registered with two other companies. Support passed me on
to
>> another section, where after several minutes interrogation I was given
a
>> temporary support contract number. I was then passed back to technical
>support,
>> unfortunately the person in technical support had very poor English
>language
>> skills. He simply could not understand what I was trying to say, and kept
>> advising me to install the accelerator agent, I kept advising him that
I
>> had, we were getting nowhere. He was obviously reading stuff off the
>computer
>> screen that he had absolutely no knowledge about, and I could tell he
was
>> getting a bit upset after he said "that I didn't believe him". So I asked
>> to speak to somebody else, escalate the problem, only to be told that
>"there
>> was nobody", eventually after demanding to speak to anybody, I was plunged
>> into the abyss of the silent hold. I eventually get somebody who can speak
>> English. He advises me that in fact there has been a licencing change
and
>> I now need to purchase another product, completely contradicting what
the
>> previous guy had said.
>>
>> Nobody really wanted to know, or own my problem and I still have no real
>> solution. My initial impression is that Veritas don't care about their
>customers,
>> even when they purchase their products in large volumes.
>>
>> I'm only 31, but I've been in the IT industry for over 12 years, NEVER,
>NEVER
>> !! in all that time have I received such poor and incompetent service.
>Where
>> can I go from here ?
>>
>> The four people I spoke too in the Veritas organisation this morning have
>> forced me to re-evaluate my decision, I would be interested to hear from
>> other customers. Is this the level of performance that Veritas provide
?
>
>

Not to throw a wrench in things, but my experiences with Veritas have been
quite good. If you are being shafted in any way, the first order of business
is to take down the name/number of everyone you speak to. The second is to
scream at your CSR and go up the ladder until you get satisfaction. They
record conversations for quality monitoring, and it gets addressed. There
are some bad people at Veritas, just as there are good people at Legato and
CA. Whether I talk to Compaq, Microsoft, Autodesk, IBM or whoever, there
is a learning curve I take note of. How the company is run overall is what
counts. In the long run I think Arcserve will bring you more headaches than
relief ("run this patch and call me in the morning. Don't call back until
you've renamed these .dlls and..."). There is no excuse for treating clients
poorly at any level. Don't get even--get ahead.

"Tony Cekada" wrote:
>
>I agree. Veritas tech support is among the worst in the business. I feel
like
>you are constantly being stonewalled instead of helped anytime you call
them.
> Also, you can easily get 5 different answers from 5 different techs on
the
>same question. They never call you back when they say they will.
> Also, their knowledge base is very poor. We are planning on moving all
>our customers to other backup software. We are just sick of it.
>
>
>"Scott M Gorham" wrote:
>>From my experience so far, yes, this is what to expect. I just got off
the
>>phone with Veritas because of an incident I had to purchase last week.
(The
>>idea of paying for support bothers me greatly now.) I told them I would
>not
>>pay for it, because after FOUR hours with a useless tech, I decided it
was
>>not a veritas problem, but a Microsoft problem. I then called MS and the
>>resolved it. Anyway, I was told that "veritas does not guarentee solutions,
>>only that you will speak with a tech."
>>
>>What the hell is that??? I know arcserve had its problems, and you would
>>wait on hold as long as veritas, but atleast they fixed the problems,
>>usually.
>>
>>Looking at other solutions, if anyone has one please let me know
>>
>>Scott M Gorham
>>ChooseEnergy.com
>>
>>"Jonathan Parker" wrote in message
>>news:39db3b7f$1@hronntp01....
>>>
>>> I'm a new customer to Veritas, basically over the past 11 years I've
used
>>> Arcserve products (over approx 50 servers NT and Netware). After years
>of
>>> problems with Computer Associates, we recently decided to invest in
>>BackupExec
>>> products mainly due to recommendation and the Veritas name.
>>>
>>> Basically I've come across a fairly fundamental problem with the software
>>> which needs resolving (I've covered this in another post).
>>>
>>> I thought I would ring Veritas Technical Support, and log an incident,
>and
>>> use my new VIP Support Contract. VIP sounds good, that's really raised
>my
>>> expectations, so on to the telephone.
>>>
>>> Initially after some confusion, I was advised that my VIP support contract
>>> was in fact registered with two other companies. Support passed me on
>to
>>> another section, where after several minutes interrogation I was given
>a
>>> temporary support contract number. I was then passed back to technical
>>support,
>>> unfortunately the person in technical support had very poor English
>>language
>>> skills. He simply could not understand what I was trying to say, and
kept
>>> advising me to install the accelerator agent, I kept advising him that
>I
>>> had, we were getting nowhere. He was obviously reading stuff off the
>>computer
>>> screen that he had absolutely no knowledge about, and I could tell he
>was
>>> getting a bit upset after he said "that I didn't believe him". So I asked
>>> to speak to somebody else, escalate the problem, only to be told that
>>"there
>>> was nobody", eventually after demanding to speak to anybody, I was plunged
>>> into the abyss of the silent hold. I eventually get somebody who can
speak
>>> English. He advises me that in fact there has been a licencing change
>and
>>> I now need to purchase another product, completely contradicting what
>the
>>> previous guy had said.
>>>
>>> Nobody really wanted to know, or own my problem and I still have no real
>>> solution. My initial impression is that Veritas don't care about their
>>customers,
>>> even when they purchase their products in large volumes.
>>>
>>> I'm only 31, but I've been in the IT industry for over 12 years, NEVER,
>>NEVER
>>> !! in all that time have I received such poor and incompetent service.
>>Where
>>> can I go from here ?
>>>
>>> The four people I spoke too in the Veritas organisation this morning
have
>>> forced me to re-evaluate my decision, I would be interested to hear from
>>> other customers. Is this the level of performance that Veritas provide
>?
>>
>>
>