Aaron thanks for taking the time to reply - I appreciate your willingness to help. But if I cant get resolution from the Manager of the NOC in Rochester when Im standing in the NOC - and Reggie Scales the VP of Western Region Sales listens to 20+ people in a hotel in Dallas describe EXACTLY the same thing in the Customer Advisory board year after year and does NOTHING.
We never get any emails on status of our support tickets and there is no system for the customer to look up ticket status or update it. Last year they kept saying they were implementing Altiris service desk »www.symantec.com/service-desk
with a July go live. And Altiris would solve all the problems Well its a year later and no progress.
Its stunning to me that a company of your size has NO way for its customers to get alerts to ticket status or login and see history. I wonder if your investors know that.
You have an awfully tall task. At this point we are waiting out our contract. And while we do that I'm making sure that my experiences are documented in as many places as possible so that the next person like me sees the problems and has a chance to choose another vendor.
PS Ive save d a copy of this in case it gets lost in DSL reports data recovery