Exactly.
Don't get me started on the webex way of handling the case. Each time, even if the issue is known or it is already documented by logs or several screenshots, they want to connect to webex to "see" the issue, with lost time reproducing it, and this ends with a guy from India connecting from home to give "support" (basically suggesting a re-install or similar, without going deep in logs or investigating the machine/dbms) and sometimes even with a mediocre audio/internet setup, leading also to difficulty in communication.
Basically they handle a server-side, possibly multi-component, support case like one would handle a Office365 case problem for a housewife that can't access the email because of capslock. This is the level :)
Based on these experience, the impression given to me, as customer, is that Broadcom outsourced the first support line to a cheap company located in India, accustomed to provide support to households, not companies with ICT depts, using support guys working from home, with cheap and not standardized audio setup, with efficiency metrics based not on the cases solved but on the "minutes with the customer".
The support quality is indeed decreased, but our annual fee is the same.
Let's see know the software quality goes... after Broadcom acquisition I don't really know - for lack of transparency - if they "purged" most/some the original devs.
This of course are considerations related to Broadcom as a multinational company, not of course aimed to the effort and appreciated quality feedback that singular Broadcom employees give to this forum.
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Ace It
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Original Message:
Sent: 05-13-2021 10:22 AM
From: Mark Johnson
Subject: Anyone else seeing these increased alert messages
I agree with your assessment. Each time I open a case they want to do a WebEx to see what the issue is because they are unable to visualize the issue based upon the case detail and screenshots proved.
I have yet to have anyone on the front line provide a real solution it usually has to be escalated or as you mention "uninstall and reinstall and that should work".
Luckily, Broadcom staff such as John Owen who monitor these forums have been the saving grace to help with resolution or at least confirm the glitch is known, unlike the front line that usually state they are unware of any reported bug(s) making it seem like I am the only one experiencing the issue.
That is why I post to these forums to prove the issue is not unique to only me and my 300+ units.
Mark J.
Original Message:
Sent: 5/13/2021 9:40:00 AM
From: ace1
Subject: RE: Anyone else seeing these increased alert messages
Below par? It's absolutely unusable for any deep technical investigation, they are just guys trained to suggest "reinstall the software and let's see".
They are disconnected from the product engineer too, no communication.
Additionally, after Broadcom acquisition, they removed our country local support (Italy) and outsourced it in India, to maybe the cheapest company there.
That's a way to make more margins, keep or increase support fees, and just reduce support costs basically slashing it at the expense of quality. Not a far sighted way to add value.
The last time I've contacted them, the advices of the support engineer lead to a destroyed and unusable server (luckly I had a snapshot). They are untrained to go "under the hood" in case of faults, it's just a front end to receive call.
Let's see how the software engineering part now goes (not good the last two release - with SQL Express - a lot of bugs).
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Ace It
Original Message:
Sent: 05-07-2021 03:39 PM
From: Mark Johnson
Subject: Anyone else seeing these increased alert messages
Maybe John Owen is able to assist as overseas support unfortunately is below par compared to other vendors.
Original Message:
Sent: 5/7/2021 3:17:00 PM
From: Admin_NTS
Subject: RE: Anyone else seeing these increased alert messages
I'm also having many of these alerts for a bit more than a week now. The updates end up working after a couple of retries but it's very unstable and it spams our emails with these alert messages.
Is our only option to disregard these alerts ? We opened a support ticket about this but we're making no progress
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Notarius
Original Message:
Sent: 04-29-2021 02:10 PM
From: Unknown User
Subject: Anyone else seeing these increased alert messages
We have been receiving similar messages since last evening. So far received app 20 messages.
Dont know how to control or stop them.
Please help remedy the sitautaiton.
Original Message:
Sent: 03-13-2021 09:47 AM
From: Mark Johnson
Subject: Anyone else seeing these increased alert messages
We receive random alerts via email about endpoint issue. THe message is: Live Update or Auto Upgrade via LU Failed on An Endpoint
But when we check, the endpoint is fully updated and no upgrades needed.
There seems to be delay in the client and backend Symantec services communicating. What is odd is that the timestamp for the messages are within a few minutes of when the endpoint last communicated or ran RU successful. It is like the backend system pulls the trigger too soon to send the message but no issue is really present.
About a 2 weeks ago we had the issue with the icon staying greened up but that has since cleared, I suspect Symantec has some other glitch as we would see these messages about 1 or 2 every few days. Now we see 3-10 everyday.
Anyone experiencing this?
Mark Johnson
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Continental Motors
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