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Symantec CEO Says Bad Service Fix Only Temporary
Lucas123 writes "Symantec's CEO John Thompson says the company is still struggling with its consolidated ERP system and that it has only thrown bodies and not technology at the post-Veritas buyout issues that created poor customer service. 'I've kind of lost track where we are timing-wise...but we threw an awful lot of head count at this wait-time problem. Wait times from their peak of well over an hour are down to now under two minutes,' he said."
Obviously he's not called the support line lately. I just spent 45 minutes on hold today for Veritas support.
Though, nice marketing/support propaganda.
FROM TFA: We contact Symantec Enterprise Technical support(800 number ends in 6542). My co-worker was on hold for more than 1 hour. After dealing with Symantec for 2 hrs 34 minutes they came to the conclusion that there are still problems with SAV causing troubles with Explorer.exe after a successful login to the domain and have yet to provide us with a sound solution!
Your Symantec Anti-Virus is still broken
Your Symantec Veritas Backup Exec is broke
Your customer service wait line is STILL too long.
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I'm no Anonymous Coward!
----- You know you have ego issues when you register a domain in your name.
How about you design an AV/Internet Security that uses less services, less resources, and doesn't attempt to take over every aspect of my system. Then I might consider using that product with my clients. Oh yeah, and stop designing your software to trash systems after the uninstall.
On a lighter note, your uninstall tool is amazing A+++
at the place where I work weve been using backup exec for a long time in all of our servers worldwide.. While thankfully Ive only had a few problems with backup exec, they were usually solved relatively well by Veritas. When symantec bought veritas I knew that wasnt a good sign. Luckily i didnt had to call them until this week...
I wanted to upgrade a few licenses, so our local support had to forward me to US, for licensing support. I was then transfered to another tech support center in the US, and while everyone that I spoke with (about 6 persons) were very polite, NONE of them would send me to the right place. It felt like I was in a loop, always being asked the same questions, then the person would say, -oh, you need licensing support, hold a moment while i transfer you. If it was 1st of april that might have been mildly amusing, but cmon. I had to hang up and call the people that sold me the software to get the license thru other channels...
Absolutely NOT. We recently had our network affected by a (man in the middle attack) virus which potentially stole lots of very sensitive stuff. CA eTrust couldn't find the blasted thing, but that's because CA was too damn lazy to update their definitions with it. Other antivirus software knew about it two months ago.
I repeat... DO NOT UNDER ANY CIRCUMSTANCES USE CA - IT IS UTTER CRAP.
For a site about things like basic rights, Slashdot users sure do like to censor "dissent".
As someone who works in a call center, you can have a system that automates this process. All you have to do is choose to buy/implement the feature.
Our average wait time is ~ 2 minutes, I've only ever seen a customer wait 20 minutes for support, and generally after 5-15 most choose the callback option, and leave us a (semi) detailed message and a number to call them back at.
It works wonders for the techs who can take a bit of time to wrap up an issue before calling the customer back right away, which give much better service as the tech isn't totally stressed out of their mind
Actually they paid him $4,781,715, and he had 9,188,072 stock options, with a market value of $79,041,537, none of which were exercised.