Symantec Informative - Symantec Customer Support
CALIFORNIA -- I have worked in IT for over 20 years and I have never seen a company's tech support and customer care deteriorate as badly as Symantec. Anyone considering a corporate product such as Backup Exec (formally Veritas) or Corporate Antivirus (the server-based platform) should seriously consider alternatives before they commit to this company. Current case in point- One of my client's Backup Execs stopped working after I upgraded it to version 11d. I opened a tech support call a week ago and it took five days to get a callback even though I rated the call as critical since we had been without a backup for DAYS. I was on hold for 75 minutes yesterday after getting back in the queue and still never spoke to anyone. And by the way, if you happen to be on hold at 5:00 PST, guess what? They dump all the calls in queue and go home.
Our company has an install client base of 50 or so that use Symantec products , and I am here to tell you were ARE MAKING EVERY EFFORT to throw them out the door.
Talking to our software distrutors (I will let them remain nameless) they confirm they are hearing this from many integrators such as ourselves.
They should be asahmed of themselves. Their stockholders should throw the management out the door.