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Need the secret to get support, waiting for 12 days now ...

Created: 29 Jan 2013 • Updated: 29 Jan 2013 | 1 comment

Hi,

can anyone tell me the secret to get technical support for backup exec products.

I have a case open sind 16.01.13 with severity 4. angry
The case was changed to severity 2 on 25.01 (5 days agoangry) and i am still waiting for the first contact with a support engineer.

So, what is the secret?

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teiva-boy's picture

Call back into support, ask for a Duty Manager.  They will try to transfer you immediately, though you may be put on hold some more..  DM takes your info and allocates a better In US engineer to assist.  Case usually works a bit better that way.

There is an online portal, save yourself the long hold times. Create ticket online, then call in with ticket # in hand :-) http://mysupport.symantec.com "We backup data to restore, we don't backup data just to back it up."