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Thread: Awaiting SR and get ZERO support.

  1. #1
    Join Date
    Jul 2009
    Posts
    30

    Awaiting SR and get ZERO support.

    my SR # 10643125838
    I'm getting ZERO response from the Novell technical support from last month until now.
    I already replied few time to follow up with the technician, but no one is replying my email.
    May I know this is Novell Support Service provide to customer?
    I am fed up with the Novell Support, what is the purpose I'm paying the support on it?

  2. #2

    Re: Awaiting SR and get ZERO support.

    Quote Originally Posted by wcpon View Post
    my SR # 10643125838
    I'm getting ZERO response from the Novell technical support from last month until now.
    I already replied few time to follow up with the technician, but no one is replying my email.
    May I know this is Novell Support Service provide to customer?
    I am fed up with the Novell Support, what is the purpose I'm paying the support on it?
    Been there.. easiest response is to deal via IM (or phone if urgent). You will probably get bounced around to a few different groups and have to re-explain the issue unless your engineer is online. I have usually had good response if I can see the engineer online under the SR then send IM. Sometimes they are dealing with multiple users at the same time but at least acknowledge they will help you.

  3. #3
    Join Date
    Feb 2009
    Location
    Saratoga Springs, UT
    Posts
    113

    Re: Awaiting SR and get ZERO support.

    I looked at the SR and there has been a lot of phone tag back and forth. Could you post a time in the SR that you would like us to call you and we will have a Support Engineer call you at that time to work on the SR. Or, you can at anytime use the Chat service and have the SR routed to the next available Support Engineer. You might not get the same person this way, but you'll get someone who can help.

    Regards,

    -Todd

    Todd Abney
    Technical Support Director
    Novell

  4. #4
    Join Date
    Jul 2009
    Posts
    30

    Re: Awaiting SR and get ZERO support.

    Quote Originally Posted by tabney View Post
    I looked at the SR and there has been a lot of phone tag back and forth. Could you post a time in the SR that you would like us to call you and we will have a Support Engineer call you at that time to work on the SR. Or, you can at anytime use the Chat service and have the SR routed to the next available Support Engineer. You might not get the same person this way, but you'll get someone who can help.

    Regards,

    -Todd

    Todd Abney
    Technical Support Director
    Novell
    I already replied the SR few times, but still do not have any respond from the Novell...
    If every day I send an email and wait for another day to reply me... I do not know when the problem can be solve it as soon as possible...
    Is this the support Novell can provide? and they are not following the SR often and need the user always remind them the case...
    As the ticketing system is able to trace the conversation previously, I do not know why I need to re-explain my problem again and wasting my time...

  5. #5
    Join Date
    Aug 2007
    Location
    Utah, USA, Earth, Milky Way
    Posts
    448

    Re: Awaiting SR and get ZERO support.

    Quote Originally Posted by wcpon View Post
    I already replied the SR few times, but still do not have any respond from the Novell...
    If every day I send an email and wait for another day to reply me... I do not know when the problem can be solve it as soon as possible...
    Is this the support Novell can provide? and they are not following the SR often and need the user always remind them the case...
    As the ticketing system is able to trace the conversation previously, I do not know why I need to re-explain my problem again and wasting my time...
    Did you let them know your preferred call back time as Todd suggested?
    My computer always used to beat me at chess, but it is no match for me
    now I changed the competition to kick boxing

  6. #6
    Join Date
    Feb 2009
    Location
    Saratoga Springs, UT
    Posts
    113

    Re: Awaiting SR and get ZERO support.

    Hi again, we have escalated and assigned this SR to a Level 2 iFolder expert. Now you won't have the issue of working with a different person each time you try to contact Support. Let us know in the SR the best time to contact you and he will contact you.
    Regards,

    -Todd

    Todd Abney
    Technical Support Director
    Novell

  7. #7
    Join Date
    Jul 2009
    Posts
    30

    Re: Awaiting SR and get ZERO support.

    Quote Originally Posted by tabney View Post
    Hi again, we have escalated and assigned this SR to a Level 2 iFolder expert. Now you won't have the issue of working with a different person each time you try to contact Support. Let us know in the SR the best time to contact you and he will contact you.
    Regards,

    -Todd

    Todd Abney
    Technical Support Director
    Novell
    I already told the engineer my time zone and available time..
    but the engineer still haven't come back to me...
    I feel very disappointed on that....

  8. #8
    Join Date
    Feb 2009
    Location
    Saratoga Springs, UT
    Posts
    113

    Re: Awaiting SR and get ZERO support.

    Unfortunatley those details aren't in the SR. Could you update the SR with those details so we know when best to contact you? The current owner is in Provo and available between 8am and 6pm US Mountain time. We can move it to a Europe Support Engineer if you need help outside of these hours.
    Regards,

    -Todd

    Todd Abney
    Technical Support Director
    Novell

  9. #9
    Join Date
    Jul 2009
    Posts
    30

    Re: Awaiting SR and get ZERO support.

    Quote Originally Posted by tabney View Post
    Unfortunatley those details aren't in the SR. Could you update the SR with those details so we know when best to contact you? The current owner is in Provo and available between 8am and 6pm US Mountain time. We can move it to a Europe Support Engineer if you need help outside of these hours.
    Regards,

    -Todd

    Todd Abney
    Technical Support Director
    Novell
    Yes... I need to move the engineer to closer my country time zone..
    I already replied the ticket few times... I got no idea where I need to reply again...
    My available time is 9 am to 6 pm (Mon to Fri) GMT +8

  10. #10
    Join Date
    Feb 2009
    Location
    Saratoga Springs, UT
    Posts
    113

    Re: Awaiting SR and get ZERO support.

    Perfect, he will call you in a while at 9 am (GMT +8) which is 7 pm (Provo).

    -Todd

    Todd Abney
    Technical Support Director
    Novell

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