What’s wrong with Veeam Support lately?

[mkretzer]

In the past Veeam Support was one of the best support departments of all the solutions we work with. I have the feeling the quality suffered quite a bit in the last few months.
So i hope this feedback will help to optimize the support experience:

Case #07280190 – we initially opened a tape case because we had no real-time backup speed display. In the first few messages it got clear, that we have no real-time backup speed displayed in any of the jobs we have, not only tape. After two months with two hotfixes this is till not solved for any of the job types – what’s worse is that today I got the message that support is *still* only focusing on the tape issue instead of the general GUI issue for all job types. I was told we need a separate case for every job type. But how will this work when we get a fix for every job type and those fixes will all be incompatible with each other? I asked again to focus on the general issue instead of the tape-only issue - lets see how they respond.

Case #07346842 – After a Veeam server bluescreen Veeam services do no longer come up. After begging for a remote session via Phone Veeam support told us “Please note that Veeam Support does not investigate the log files online” – which is interesting, as we did this SO MANY TIMES in the past. In the end we in fact did the remote session (after begging some more), found out the bluescreen corrupted some WMI registrations and fixed the issue immediately – which could have been long fixed if only we were able to do a remote session with the support earlier!

Case #07233106 – Restore points were no longer being shown under Backups -> Disk. In the end instead of finding the issue a reboot was the “fix”. Normally, Veeam support would not have let me off the hook to find the real issue.

Case #07338797– every few hundred tapes we get “Last catalog is incomplete”. According to support we must either discard the tapes or do a full erase. Because of such issues we are quick-erasing EVERY tape we use and now to get our tape jobs not to fail we have to slow-erase 30 tapes per week?

[moderator: replaced support ID with case number]

Markus

[david.domask]

Hello mkretzer,

Thank you for the detailed write-up and including the cases, and I'm sorry to hear that you had challenges during these cases.

While I appreciate the time you took to write this up, what I would ask is that you please use the Talk to a Manager button within the case portal and please share the same information with Support Management.

While we can help with product design and some technical questions here on the forums, concerns regarding Support or how a particular case was handled are best discussed with Support Management who has better oversight into the cases and can better act on the feedback -- not trying to just pass you along, but this is the best route to ensure that these concerns can be addressed appropriately.

I appreciate your willingness to continue on the cases, as indeed sounds like there are still several outstanding issues to review; your point is understood, and I believe that a mutually agreeable solution does exist, so please do reach out to Support Management and continue on with the cases and discuss the concerns. Especially regarding the private fix you received, as I can see from the latest update that the fix did not seem to address the issue, so naturally the situation needs to be reviewed, and all issues will be addressed, perhaps just with a bit of additional steps to better track the issues.

[Gostev]

Support is a separate org at Veeam reporting directly into CEO. R&D has no influence over Support so there's no point to discuss Support topics on these forums (just like Sales, Renewals etc. topics).

Which is why in the forum rules displayed when you click New Topic, we specifically ask to take Support quality feedback directly to the Support Management. It is just as easy to do as posting them here so kindly don't just ignore this ask in future.

Alternatively, if you hate the idea of providing negative feedback directly to folks who can actually do something about it and just want to "vent" to the random people of Veeam then I suggest using the Discussion Board at the Veeam Community Hub. I don't believe they have much rules there while we try to keep these forums strictly focused on R&D topics, which is the necessity due to the sheer amount of posts it gets every day.

Thank you for understanding.