Who to contact when support isn't getting the job done?
12.1 RU1 has been a nightmare. From the failed upgrade, through support recommending I start over from scratch because they couldn't figure out why my db wouldn't upgrade, to more database issues after completely rebuilding the install, many hours on the phone with support, and weeks of waiting for them to get back to me while they researched the issue.
I spoke with support again tonight, and was told that it will probably be a couple of days before they get back to me again, because it has to go up the chain a couple of levels to get to the research team, then back down the chain a couple of levels to him, so that he can contact me and tell me what the research team wants me to try next. Why can't I work directly with a level of support that is capable of fixing the problem, instead of spending days waiting for the front line support reps to play telephone and pass messages back and forth with secret research teams?
We pay good money for support on this product, and up until recently I've always felt like we got our money's worth. When something went wrong, it seemed like symantec support knew what they were doing and things were fixed quickly and fixed right. The several calls I've had in the last 2-3 months with support have been just the opposite. It seems like the support reps are just following a script, trying things that don't apply, or that they don't know how or why it might help, doing the same things over and over again, and worst of all trying to treat the symptom, and not the real cause.
I'm getting a lot of pressure from above to get this fixed. We have a partially functional SEP/SEPM deployment, but that's not good enough. Who do I need to contact to make things happen?