Tech support with TD SYNNEX is horrendous!

[John Rather]

I am at my wits end - I truly believe it is time to find another product...

[John Rather]

Please, please can I get a knowledgeable support person from Broadcom to call me who can speak clearly and who truly knows how to troubleshoot.  Why is that so much to ask.  Back in the early Symantec days support was so good.  I have said this before, a product is only as good as the support.

[Ed Agoff]

Share more details about your case here and hopefully you can get a quick answer for whatever ails you. TD SYNNEX should otherwise open a case with Broadcom themselves, if they cannot directly answer your question.

[John Rather]

Case is 60026864 (you may not be able to see this as it is not a Broadcom case)- I have (3) computers that show as 'Pending Assessment' in the SES cloud.  These servers are in a DMZ - but nothing is blocked going out that should prevent assessment.  Could it be a configuration on my end - absolutely.  All of my other clients were communicating fine with the cloud (hybrid) up until the weekend of the 22nd.  I tried to log in to the SES cloud portal on the 22nd and it indicated that it was down for maintenance.  Since then, my SEPM indicates 'Cloud synchronization pending'.  I am fairly confident that nothing changed on our end.  So, we can't realty investigate the original issue until we now resolve this.

I asked TS SYNNEX to open a case with Broadcom but thy said they can't until they 'collect logs'.  I totally understand the need to look at logs - but I have very little confidence they know what they are doing.  They have been on my system several times and I ask them to look at the specific logs that communicate with the SES cloud and all they want is for me to get symdiag logs that collect tons of information without looking at the specific logs that may tell them something.  They ask me the same questions over and over and do not seem to have the thought process to troubleshoot the actual issue.  I am very busy and have limited time/resources to help; but am 100% willing to work with a knowledgeable support individual to get this resolved.

I appreciate your time to respond to my concern.

[John Owens]

Good Morning John,

The logs request is a requirement for TD Synnex to open a case with Broadcom. Please collect the logs and they will open the case. Someone from Broadcom can join the call once we have a ticket opened here.

------------------------------
John Owens
Strategic Support Engineer | Symantec Endpoint Security Division (SES)
Broadcom Software
------------------------------

[John Rather]

Thank you - I just uploaded the symdiag logs to the case and asked them to open a case with Broadcom - we will see how long it takes.

[John Rather]

as info - here is the Broadcom caser number they supplied - 33427559

[John Rather]

So TD SYNNEX just called me and told me that they will communicate with Broadcom and then follow-up with me (basically that Broadcom will not work with me directly) - I do not want to work with TD SYNNEX anymore - I can't understand anything they are saying.  Sorry, they are wasting my time.  How do I work with Broadcom directly??  I do not want to renew our license if I have to deal with TD SYNNEX in the future.  I have sent all of the files that they requested.  Does Broadcom no longer support customers directly?

[John Owens]

Hi John,

Your Entitlement/Support Contract is with TD Synnex. The support model is they will work with Broadcom until the issue is resolved. The Broadcom agent is reviewing the case and working as quickly as possible to get this resolved. 

------------------------------
John Owens
Strategic Support Engineer | Symantec Endpoint Security Division (SES)
Broadcom Software
------------------------------

[John Rather]

I appreciate the quick response - I am very frustrated with them - they need to understand that we can't solve the original problem until we first resolve the new problem that occurred while this case was open - I have explained that to them over and over.