The Symantec Backup Exec development team will be doing an Reddit AMaA tomorrow, Fri 17 Oct at 1.00 EDT
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@Reid-Cooper said:
Symantec seems to be holding their own. The questions really are not that brutal.
That's what I was noticing. Lots of people griping about support.
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That's to be expected. Every company has support problems and people with support issues are the most vocal. So you get a large company and any public space is going to be loaded with people complaining about their support issues. It makes it impossible to determine if a company actually has support issues or if they are just large enough to have lots of customers.
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@scottalanmiller said:
That's to be expected. Every company has support problems and people with support issues are the most vocal. So you get a large company and any public space is going to be loaded with people complaining about their support issues. It makes it impossible to determine if a company actually has support issues or if they are just large enough to have lots of customers.
Yeah, but quite a few cases of all the same comments. It sounds like their support isn't even at par. Sounds like it's outsourced most likely.
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@ajstringham do you mean outsourced, like to an MSP, or do you mean offshored like to another country?
I suspect that it is offshored, that's expected. Outsourced is possible, but unlikely, for a company of that size.
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@ajstringham said:
Yeah, but quite a few cases of all the same comments.
True, but that's how support issues would look whether it is a small volume or a large one. So that isn't a great indicator.
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@scottalanmiller said:
@ajstringham do you mean outsourced, like to an MSP, or do you mean offshored like to another country?
I suspect that it is offshored, that's expected. Outsourced is possible, but unlikely, for a company of that size.
Offshored.
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@scottalanmiller said:
@ajstringham said:
Yeah, but quite a few cases of all the same comments.
True, but that's how support issues would look whether it is a small volume or a large one. So that isn't a great indicator.
I'm just saying that I haven't seen that kind of rebuttal about Unitrends or StorageCraft.
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@ajstringham said:
I'm just saying that I haven't seen that kind of rebuttal about Unitrends or StorageCraft.
That's true, but have you seen them do an AMA and are you considering that they are a fraction of the size? Just keep perspective. I'm not saying that anyone is better or worse, just the context that you have doesn't give you any means of drawing a conclusion.
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@scottalanmiller said:
@ajstringham said:
I'm just saying that I haven't seen that kind of rebuttal about Unitrends or StorageCraft.
That's true, but have you seen them do an AMA and are you considering that they are a fraction of the size? Just keep perspective. I'm not saying that anyone is better or worse, just the context that you have doesn't give you any means of drawing a conclusion.
Fair enough.
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It's the curse of large companies. Once you get to a certain size you have more than enough unhappy customers (or people with a reason to make you look bad) that will be vocal in any setting that you just always have them no matter what you do. No way to be a huge company without that happening.
