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Vol. 3 No. 5 July 2004

Snapshot: Technical support for storage systems

How is Your Field Support? From whom do you buy storage? Please rate your satisfaction with their field support (1=Abysmal, 5= Excellent) When it comes to field support for storage, there are some clear winners: Hitachi Data Systems, which was rated "excellent" by a full 75% of respondents, and Network Appliance, which like HDS, didn't get a single failing grade (1 or 2). Among the losers--Dell and Hewlett-Packard--the picture is hazier. Certainly, there are some unhappy customers. "Support means you can get to the information you need quickly. Neither Dell or HP have gotten close on these," wrote one reader. But whereas Dell and HP got failing grades from 26% and 21.1% of customers, respectively, far more rated them "good" or "excellent" (52.1% and 55.3%, respectively). IBM lost points for its bureaucracy, while EMC's techs are seen as overloaded. Sun, meanwhile, scored well for its knowledgeable technicians and integrated approach to storage and server support.

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