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Symantec support

Created: 11 Jan 2008 • Updated: 21 May 2010 | 10 comments
Hi all,
I'm quite 'old' Symantec user, I suppose from NAV8 or even earlier. Last weeks I'm testing SEP as everyone, and I had to contact Symantec Support, because of some mysterious things going on with SEP.
I'm using mysupport page as it is more convenient to post some technical data instead being constantly asked the same questions.
My first case was about trouble with using SEPM console on Vista - I got response very quickly, answering that this console is not supported on Vista. Oops. Try to find this information somewhere in marketing materials. But anyway.
Second case was more serious, my clients in test installation were not able to contact SEPM. After whole day of digging I found that the problem is with IIS. I opened a case, full of technical details. Then waited. And waited. It took them 4 days to respond that this case needs to be discussed by phone. I shoud say a prayer, if this would be production environment I could loose a job with this kind of timing when solving problems.
My last (so far) support case was today, about problems with deployment via GPO. Answer was quite quick, but it contained only information that... they can't find my support contract. I have license for 1000 clients and contract for which company pays some crazy money every year, but its lost. I'm not sure if I should cry of laugh.
 
What are your experiences? As for now, I'm just afraid of deploying SEP, it is quite unstable and I may need some support, but with this level of... well, you name it, I may get into real trouble.

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Matt Pierce's picture

    My experiences with support over the last 4 years have been so bad we were a heart beat away from switching vendors.  I did a complete competative evaulation of all AV systems last year.  Based on the success of the new client in that evaluation and some pretty big promises from our account reps we stuck with Symantec and implemented SEP 11.  Support seems to be a bit more responsive than they were.  David Van Datta with Enterprise support has been top notch, following up with a long term ticket and makeing sure the problem was fixed.  I wish I could grab him for the other issues I'm having but I'm stuck with a really good guy (Ricky Biase-McInally) out of Australia and a fairly poor guy from India.  Ricky has been a big help but the time zone diference makes working difficult when he's off shift most of the day when I'm working.  It would be very nice If I could check my ticket status through a portal but I suppose thats a Platinum feature and not for us Gold Support level users.  Patches and Maintainance releases have always been a bit inconvieient to get a hold of.  Having to call support to get access to simple fixes is a bit of a bother.

Abhishek Pradhan's picture

Hi Chris,

Please give your E-mail address so I can mail you the steps to Deploy the SEP clients using a GPO.

Also, if possible, I'll try to get your Entitlement / Contract not found issue put up in front of our senior management people here. We have recently reworked out internal systems, and some contracts might not have been entered by mistake. We'll communicate with you via E-mail in this regard.

As, for your last query about deploying SEP, if you download the latest package which has MR1 integrated, I'm sure you'll face no issues when you deploy it, since almost all issues have been fixed in the MR 1 release.

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Hi Matt,

with ref. to your post, if you can provide me with your mail id, I'll send you the link from where you, as the customer can track and see the status of your open cases / tickets.

You can always post here in case you need any further help.

Abhishek Pradhan, PMP, MCT
Blog: http://blog.abhishekpradhan.net | SIG Lead - Pune IT Pro (Microsoft Pune User Group) | http://www.puneusergroup.org

Chris11's picture
Abhishek,
I just sent you PM.
Thanks for help,
Chris
BTW: I have MR1 version.
Abhishek Pradhan's picture
Hi Chris,
 
Can you please PM me your Customer number / contract number ASAP? We are working on your contract issue rite now, and would ned these numbers for reference lookup.

Abhishek Pradhan, PMP, MCT
Blog: http://blog.abhishekpradhan.net | SIG Lead - Pune IT Pro (Microsoft Pune User Group) | http://www.puneusergroup.org

Abhishek Pradhan's picture
Hi Chris,
 
I believe that our sales / contract dept. has contacted you for further process on your contract issue. Do keep me posted on the developments.
 
 
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Hi Matt,
 

Abhishek Pradhan, PMP, MCT
Blog: http://blog.abhishekpradhan.net | SIG Lead - Pune IT Pro (Microsoft Pune User Group) | http://www.puneusergroup.org

Chris11's picture
Hi,
So far nobody contacted me, either with contract problem or case problem. Someone called yesterday from US  just before midnight, but I don't work that late, and I can't be sure it was someone from Symantec. I tried to call back but it says at the end 'invalid number'.
 
BTW: The page you mentioned:
says 'Customer Update Pending', but I don't have any option to update case and honestly I'm not sure how can I do it.
Other (?) support page: https://mysupport.symantec.com/index.html says nothing about who is gonna do what, just no update from 11 Jan.
Abhishek Pradhan's picture
Hi Chris,
 
When you access the update portal with your case ID and your E-mail ID, you get a prompt for inserting / creating a "WEB COMMENT". That's where you update the case details / comments / progress from your end.
 
Just as a failsafe measure, PM me you open case number if possible and I'll check if I can get some one to act on that as soon as possible

Abhishek Pradhan, PMP, MCT
Blog: http://blog.abhishekpradhan.net | SIG Lead - Pune IT Pro (Microsoft Pune User Group) | http://www.puneusergroup.org

Chris11's picture
Hi,

You have case # in PM.

I contacted Symantec Poland asking if they can clarify/confirm my contract status, they promised to call me back today.



Message Edited by Chris11 on 01-15-2008 11:18 AM

jkupski's picture

Having dealt with Symantec support in the past and having been underwhelmed by the experience, I was VERY pleasantly surprised when I put a support call in three or four weeks ago to deal with the "virus defs consuming all available disk space" issue. 

I put my initial support request in place using MySupport, and after one or two messages back and forth via that system, the support engineer working on my case called me.  We eventually put a workaround in place (live update running daily instead of hourly) and waited for MR1, which appeared a couple of days later.  This solved the problem.

The support engineer I dealt with was an American, based in the pacific northwest, and did not waste my time.  He retained ownership of the case from when I opened it until I closed it.  It would be an understatement to call me "pleased" with the outcome.  Hopefully, this was not an isolated occurance, and we will see more of the same level of support in the future.

Steve, if you're reading this, keep up the good work!

Abhishek Pradhan's picture
Hi Chris,
 
I'm glad to know that your issue was resolved. In case you have any queries, you can always mail me on my official E-mail, and I'll be happy to assist you anytime.

Abhishek Pradhan, PMP, MCT
Blog: http://blog.abhishekpradhan.net | SIG Lead - Pune IT Pro (Microsoft Pune User Group) | http://www.puneusergroup.org