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rvannorman
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Re: Quality of Veeam support is lacking these days

Post by rvannorman » 1 person likes this post

I agree with the previous comments above. In the old days a tech would call you back, create a screen share and the issue would be resolved in real time. It was a very positive experience as we knew our issue would be resolved the first time / first call. Now the emails back and forth are annoying as any clarification needs several back and forth emails before your issue can even begin to be worked on.

AlexHeylin
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Re: Quality of Veeam support is lacking these days

Post by AlexHeylin » 2 people like this post

JailBreak wrote: Jun 13, 2022 10:44 am I also would like to send kudos to Veeam regarding this post. This is something you don't see every day. Only a few companies will leave a topic like this open and public and also freely let customers discuss this subject.
+1. I know at least one company where any customer or partner saying that anything is less than completely amazing is likely to have their forum account terminated with extreme prejudice, and if they realise you created a new account they'll terminate that too. If that company made a breaking change to the product and just destroyed a common use case - tough, they've done it and therefore it MUST be right because they know FAR more about how the product is used than their thousands of resellers who install and configure (often hacking the product around) to make it fit exact customer requirements. They don't listen. They don't admit to making mistakes, even when they're completely obvious. As far as they're concerned they don't make mistakes ever.

What I love about Veeam is not that they don't make mistakes - for sure they do. But they own them, own up to them, and above all they really listen and care what their partners and customers think and need from the products. If I could get one of my other vendors to fix / enhance product as easily as I can with Veeam my life would be SOO much less stressful.

I will say that sometimes 15 minutes (or less) on the phone / remote session can save hours of work time (on both sides) and days of elapsed time in resolving a problem. I will be very disappointed if Veeam withdraw any further from realtime live support. Right now for us the balance is about as far away from realtime on-phone as Veeam should go, and a little more "Hey let me know what time we can connect to sort this out" would be great. Some stuff is fine if it takes days of elapsed time to resolve - other stuff really isn't (but might not be a T1 / T2 issue).

GrandAdmiral
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Re: Quality of Veeam support is lacking these days

Post by GrandAdmiral »

@david.domask - I've got a current example of my comment about L1 support for you on case #05492492. We're experiencing a quite unusual problem with a B&R job which has required me to open a support case. The progression so far has been:

Ticket Logged - I noted the name of the job, that I have done a fair whack of troubleshooting and dumped a complete set of logs for the last week
L1 replied - Noted that only one job appears in the logs and is currently fine (its the source backup job, the duplicate has problems) and requested new logs specifically for the problem job.
I reply - Fine no worries, perfectly reasonable request. I confirm the name of the job with an issue and that I will get new logs. Uploaded new logs specifically for the problem job
L1 (new tech) replies - Job is still not present in the logs, here's the how-to article for getting logs and can we get new ones (make sure it completes this time). That said, I can actually see one reference to the job in the logs which is showing a timeout error and referenced a very old article applicable to B&R installs with more than 100 jobs running simultaneously (this site has 2 jobs total).
Me - *exasperated sigh*

As I said above, no issue with the request to get additional logs by the first tech, I could have easily stuffed up at 3am. But to now request a third set of logs, verbatim repeating the instructions of the first tech, and referencing an unhelpful article that surely the existing 2 sets of logs would show does not apply in this scenario (there are 2 jobs on this instance, nowhere near 100) is a perfect example of L1 frustration. This is a P2 case, the site has now been unable to offsite backup for almost a full day, and I was pretty confident from the get-go that this was not going to be a simple solution based on the troubleshooting I've already performed.

On the positive side, first tech who replied was part of the Cloud/SP team and replied within 2 hours of initially logging the case so kudos to the improved response time.

david.domask
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Re: Quality of Veeam support is lacking these days

Post by david.domask »

Hi @GrandAdmiral,

Thank you very much for letting me know on this. For the viewing audience, we have discussed in PM, and the situation is a bit tricky, but we have some action plans now; I do agree, the repeat log request was not necessary. In this case, I think it just might be confusion as it's a fairly unclear situation, but with some review I believe I can see where the issue is and we have some guidance now so it's a little less "blind". I really do appreciate your commentary both here and in the case, Benjamin, as your thoughts are exceptionally clear and in fact pretty helpful, and for me at least it helped get towards a decent working theory, which we're passing to the Engineer team to start with. Maybe I'm wrong (I often am :D ) but this is part of the research process: Research, Theory, Test, lather, rinse, and repeat. We eliminate elements until only the solution remains, and that process of research and confirm helps to rapidly move towards the actual answer :)
David Domask | Director: Customer Care | Veeam Technical Support

ssharlow
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Re: Quality of Veeam support is lacking these days

Post by ssharlow »

Have used Veeam for years. Had been happy. Last few years support has been non-existent. Recent case was last straw. Found something different and moving on.

GrandAdmiral
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Re: Quality of Veeam support is lacking these days

Post by GrandAdmiral »

@david.domask - So my recent case has now been resolved, and I think it's a pretty good example of the collective frustration at L1 support. In summary:
-3 days of downtime
-4 different techs
-3 requests for logs (1 fulfilled) + my initial upload - I determined myself that the job was not actually generating any logs so further requests were useless.

Came down to a 2 minute fix (edit, save, rerun the job). Hopefully there are some lessons to be learned :)

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