Case # 00694203 - unhappy

[lobo519]

For the amount of money we pay for support (Enterprise Plus) the first response on received on this issue is completely unacceptable. I was given two links and a "Please, take a look at those manuals: "

One KB refers to an issue with the VMXNET 3 adapter which I already had a note in the case stating I was not using this adapter because I already saw this known issue.

The Second KB says contact support for a hotfix.


I think we deserve better customer service than this.

[foggy]

If you are not happy with the support provided, please submit your feedback to the support management directly (there's a Talk to a Manager button available on the support portal). Support management do not monitor these forums.

[lobo519]

I plan to - I think its important for the community to know. I love Veeam - but like I said - for the cost of support - this is unacceptable.

Incidentally - I have seen support management respond here.

[foggy]

Yes, we invite them to participate in discussions that might require their attention (just like this one).

[Ben Milligan]

Hello there, Ben Milligan with Veeam Support. First and foremost I apologize and agree that this response was not useful and incorrect.

We are working to reassign your case to a seasoned engineer and get you the support you need (and deserve).

[lobo519]

Thank you! - I knew there would be redemption!

[lobo519]

Follow up:

I have been contacted by a Team lead at support who has already pin pointed the issue ( not an issue - expected functionality by Veeam, Unexpected by me!)

Thank you Nathan for your quick response!

[Ben Milligan]

Good to hear. Appreciate you bringing this to our attention!