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Hi Unitrends,

I am pretty fed up with your support right now. I have opened a case on November 8th and it still has not been resolved yet. Our initial support technician could not figure out the issue and we were told it would be escalated. We have not been able to get any more help after this. We have called several times inquiring what the status and are keep getting told we would get a call back.

I pay for the highest level of support, Premier, but will definitely be switching to the lowest level of support as we are not getting what we paid for.

I apologize I am using this public forum to get this resolved, but my other channels of communication are not working. If you are able to help me, please PM for details.

Nick

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Nick - I’m sorry to hear that you’ve had this experience. PM sent.

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Nick,

Sorry to hear you’re having issues. Katie will be along in a moment and get things flying along for you. If you could provide your case number, that would help also.

Jim

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WHOA - that sounds completely out of character… I would contact Katie here in the community (if she doesn’t jump in by the time this is posted) and give her some details.

Have you logged into their support site to track anything or esclate the ticket manually?

Can I ask what problem you are having? Maybe someone here can help :slight_smile:

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Don’t apologize. These kinds of things should be made public. It’s good for other users to hear and gives the vendor a solid push in the right direction.

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Don’t let any vendor slack (& yes, IT Pros are familiar with the competing priorities which distract us). The 8th was a Friday, do call/email again Monday morning, if only for a status update. Not surprised, Katie did respond (above) within 5min of the post/alert.

Do feel free let us (Community here) know how it goes!

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Sadly Nick, you are not alone. I have had very spotty results when reaching out to Unitrends support, which I have had to do way too often. There are occasions when I get superstar support, but much more often it is poor or no follow-up and cases that go no where until I can get them escalated. I really like the product, but it is far from trouble free. I think my previous Backup Exec implementation was more trouble free (gasp!). Not long ago I had a case that dragged on over a month where we had no DR, and I was about to make a post similar to yours but refrained for not wanting to b!tch in public. Katie got the wheels rolling for me again. Good luck, and don’t be afraid to request an escalation to L2.

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Kirk - Thanks for speaking up about the sub-par support you’ve experienced. If you ever have an issue like this again, will you let me know (& this goes out to all of you out there)? We can’t make things better unless we know about them.

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Thanks Katie. Good point. Something I tell my users all the time is that I can’t fix something when I don’t know it is broken.

From what I can tell, Unitrends is suffering from great success and racing to keep up with demand. But that is just a guess from the trenches.

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We definitely have been growing quickly, but we’ve been adding support engineers throughout the growth. The hard part has been finding qualified individuals who meet the abilities that we’ve come to be known by. With that in mind, we are hiring all the time, so if you know of anyone who you think might be a good fit, please let me know.

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I’d apply if I can stay in Milwaukee - but not for a support tech position, not to familiar with Linux :confused:

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All of our current positions are updated daily here , so keep an eye on the details - we often have positions available outside of Columbia, SC & Boston, MA.

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NIck, did you get your support issue resolved?

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Nick did you try using the escalation feature in the customer portal? I have had times where the support engineer did not follow up so I requested escalation. I would usually get a callback within a few hours from another engineer and he/she would solve the problem.

The escalation is a big plus feature that I do not see from other vendors.

Just click on your case number in the portal and you will see a button to escalate it.

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I’ve been pretty tempted but I’m not ready to migrate yet if things went my way - maybe I will reconsider once we have our first snow storm or temps dips below 30 regularly (good thing I got my warm Unitrends Fleece!)

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Hi All,

Katie was very helpful in getting support to followup and properly escalate the ticket. We were told they tried to escalate the ticket before, but it didn’t work. Not sure why they still couldn’t escalate the ticket when we called in to check on the status. Though everything is resolved now. Thanks Katie.

As for the issue itself, we are working on rolling out replication and replication had become stuck. Working with a L2 technician, we found the hashing process was stuck and were able to get it cleaned up.

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While I have many times gotten a bit frothy around the mouth with my accolades about Unitrends, this kind of thing is exactly why I stay fanatical about Spiceworks - the direct line to resources like Katie makes resolving issues like to SO much easier. Glad your issue was resolved.

Thanks again, Katie, for coming to the rescue!

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I’m always happy to help - while we try to offer the best support possible, there are times when we aren’t perfect. When we don’t meet your expectation, please let me know, since we can’t do anything to fix a problem that we don’t know exists. With the exception of the occasional vacation day, or when I’m at an event, you can normally expect a response from me within an hour or so. And if I’m not around, feel free to message any of the other Unitrends Green Guys. We all want to make sure that you receive the best experience possible from us. I’m starting to wonder if my colleagues are scared of these guys. :slight_smile:

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