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Access "Wanted: Better support"

Published: 19 Oct 2012

This month's Cover Story takes a hard look at what your experience with high-end arrays is really like (see Quality awards: Enterprise arrays). It's the first of several stories we'll be doing that surveys actual users of significant storage products in some detail--information we haven't seen publicly available anywhere else. The section on vendor service and support caught my eye. The survey validates what we've been hearing from you for some time: Service and support, even for flagship products, is declining. To give you a taste, here are some things I've heard from users: At one shop, a technician arrived to fix a new feature of a large array that had a serious malfunction. The storage manager in charge asked the tech what training he had on the new feature and was told "None, but they gave me a PDF of the manual." Another vendor has divided its staff so that each tech supports one major software application. Service calls often turn into a multi-day or week process where a series of specialists conclude it's not their fault. They then inform the ... Access >>>

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