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Trying to get some support from Unitrends before the weekend regarding the installation of the backup agent on SCO Openserver.

Someone was going to get back to me yesterday and I’ve head nothing today either. Also, I can’t update the ticket in the portal as I don’t have a login that seems to relate to my appliance/account!
Please help.
Andrew

@campbell-unitrends

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Let me tag 2 others to help escalate this.

@jennifer @katie

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Andrew - We’re so sorry to hear that you’re having some issues. Can you private message me your case number so that I can look into this?

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Andrew - Thanks for sending those details over to me. I’m looking into this for you.

To others that may be reading this thread - If you’re having issues getting support to respond to you, please send me the details of your case via private message. That way, I can look your case details up immediately, and begin working on a resolution.

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Thanks Katie. The service in Spiceworks is quicker than dealing direct!!!

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That’s simply a numbers thing - I only get one of these kinds of requests every so often, since the support team is usually pretty amazing, while they are helping 1000s of customers every day. That doesn’t mean that we’re okay with any user not getting the responses they need from our team, so we appreciate knowing when we’ve missed the mark.,

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Support has been atrocious over the last year with Unitrends. They went from being the best I dealt with to an absolute joke. Even threatening our sales rep with leaving to another company ends up with broken promises for returned calls. And now L2 support (which is obviously already overwhelmed with support tickets) is handling DRaaS testing (their "white glove" service)!!! LMAO, company blew up to big too quick, such a shame.

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Sam - I’m so sorry to hear that you feel this way. There have been a few changes in our leadership over the last few weeks, and I know that the team that heads up our support division would like to understand what else we can do to improve upon your experience. Do you mind if I have them contact you for more feedback?

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Ironically in the past few weeks, the support had been better too with almost immediate response and chase up calls by engineers.

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This is great to hear! I know that our team just tried to call you, and got your voicemail. They’re following up with an email, so if you have a chance to respond to their messages, please do.

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The support staff have always worked hard with me to try to resolve my problems. The problem is their software is incredibly unreliable. I’ve been fighting battles with bugs and glitches for 2 1/2 years. You think you have things settled and something else pops up. Install an update and you are guaranteed problems. I shouldn’t have to be on the phone with support on a weekly basis. Especially for something that is supposed to be my rock solid disaster recovery solution.

Been working on a bug with the latest client update failing with journal wrapping errors on WIndows Server for over a month now. Apparently Unitrends software doesn’t like Windows servers with lots of files that change frequently.

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Jim - I’m sorry it’s taken me a few days to respond as I was at Spiceworld. I’ve noticed a few posts from you where you’ve voiced your dissatisfaction with a few issues. I’d really like to have someone look at your entire install and see how we can get things working as they should be. Would you be open to spending some time doing this?