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March 25, 2011

Comments

Zyrober

Very interesting and insightful blog.

Dave Tolen, Network Admin, Aspen School District

I've been an EMC customer for two years, and until this past several months I would have agreed with this post. The support I got during the initial setup, and when trouble occurred, was timely and effective.

Then, in March and since then, it feels as if support has fallen off a really tall cliff. I had a simple case open for over 3 months, and I could not get a response until I contacted my account rep several times. I opened a simple upgrade case three weeks ago and it is just now getting assigned a resource - and that resource still needs to be trained. Something has happened and it is a 180 degree turn from what is posted here, and what I expected.

Ryan Andrews

We recently became an EMC partner and have had to log a dozen support calls, none have ever been resolved. We still cannot activate our customers powerpath licenses or download updates for the two SANs purchased.

My entire experience so far has been one of complete lack of communication to downright rudeness.

These will be the first and last EMC branded items we ever sell as Ive never had such a bad support experience from any IT vendor in my entire 20 year career in IT.

This article is complete and utter garbage.

Chuck Hollis

Ryan

Sorry you're so frustrated. It sounds like start-up pains to me; the systems work pretty well once they're up and running.

I've forwarded your details to the country manager for ANZ. My guess is that you'll be contacted by someone to walk you through the right contact numbers, etc.

Again, my apologies for the frustration.

-- Chuck

Kjartan Nordahl

This is really a good customer support page,excellent one in Finland country customer service and customer support are one of the very important things of a business that really need to consider some call center services improving and developing those things for better customer care.

The comments to this entry are closed.

Chuck Hollis


  • Chuck Hollis
    SVP, Oracle Converged Infrastructure Systems
    @chuckhollis

    Chuck now works for Oracle, and is now deeply embroiled in IT infrastructure.

    Previously, he was with VMware for 2 years, and EMC for 18 years before that, most of them great.

    He enjoys speaking to customer and industry audiences about a variety of technology topics, and -- of course -- enjoys blogging.

    Chuck lives in Vero Beach, FL with his wife and four dogs when he's not traveling. In his spare time, Chuck is working on his second career as an aging rock musician.

    Warning: do not ever buy him a drink when there is a piano nearby.

    Note: these are my personal views, and aren't reviewed or approved by my employer.
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