Stuff happens. And sometimes that stuff happens to a very large, very expensive storage array. No storage manager wants to be the one who has to pick up the phone and make "the call," but when it's unavoidable, a quick and effective reply is the best way a vendor can soothe jagged nerves.
Enlarge TECHNICAL SUPPORT diagram.
When it comes to delivering support as promised, our vendors fared well, with all six netting their highest scores in the technical support category for "Vendor supplies support as contractually specified." Hitachi's 7.00 nosed out NetApp (6.97) for that statement and racked up only the third 7.00 statement score in the survey along the way. There truly weren't any weak performances when it comes to meeting users' expectations -- HP's 6.26 might have trailed the pack, but it's a sturdy score nonetheless.
Ultimately, NetApp prevailed in the technical support category by topping the ratings on five of the eight statements; second-place Hitachi ranked highest on the other three. In the six enterprise arrays surveys we've fielded, NetApp's 6.70 and Hitachi's 6.56 technical support category scores are the highest recorded to date.
Would you buy again?
The strongest indicator of product satisfaction might be a customer's willingness to make the same purchase all over again. When we asked that question on this survey, the results mapped very closely with the overall rankings for service and reliability. That's great news for vendors like NetApp and Hitachi, whose prospects of repeat customers look very promising with buy-again numbers north of 90%. But the overall picture has to be pretty pleasing to data storage vendors and users alike as 87% of all users in our survey said that with the benefit of hindsight, they'd still buy the same storage systems again.
WOULD YOU BUY AGAIN?
Enlarge WOULD YOU BUY AGAIN? diagram.
BIO: Rich Castagna (firstname.lastname@example.org) is editorial director of the Storage Media Group.
This was first published in March 2011