Tuesday, September 4
More Overall Bad Support
I'm on the phone to my credit union. They are not the only offender in this category by far, I have experienced this with HP, Symantec, Comcast and Kroger Pharmacy.
The phone is answered and I get the message:
"Sorry, we are experiencing an unusually larger call volume at this time, we appreciate your patience... blah blah blah... we value your business... blah blah blah... someone will be with you shortly."
I get this EVERY TIME I call one of these vendors.
Here is a hint for companies providing support via phone:
If every call gets the above message, you are not "Experiencing an unusually high call volume."
Instead, you should change your message to this "Thank you for calling, we are too cheap and short sighted to hire enogh people in India to answer your call quickly."
The phone is answered and I get the message:
"Sorry, we are experiencing an unusually larger call volume at this time, we appreciate your patience... blah blah blah... we value your business... blah blah blah... someone will be with you shortly."
I get this EVERY TIME I call one of these vendors.
Here is a hint for companies providing support via phone:
If every call gets the above message, you are not "Experiencing an unusually high call volume."
Instead, you should change your message to this "Thank you for calling, we are too cheap and short sighted to hire enogh people in India to answer your call quickly."
Labels: bad support, comcast, symantec
Monday, August 13
Great Protection
I have a brand new Windows 2003 SP2 server, with the latest build of Symantec Backup Exec 11d Build 7170 where the Backup Exec Services will not start. So, I've been on the phone with Symantec Support for over an hour, reloaded the software, rebooted the server, and still it does not work. We dug a little deeper into the logs and found this:
Event Type: Error
Event Source: Symantec AntiVirus
Event Category: None
Event ID: 45
Date: 8/13/2007
Time: 9:58:31 AM
User: NT AUTHORITY\SYSTEM
Computer: NewServer
Description:
SYMANTEC TAMPER PROTECTION ALERT
Target: C:\Program Files\Symantec\Backup Exec\pvlsvr.exe
Event Info: Suspend Thread
Action Taken: Blocked
Actor Process: C:\WINDOWS\System32\svchost.exe (PID 1732)
Time: Monday, August 13, 2007 9:58:31 AM
Yes, that's right, Symantec Antivirus is protecting me from running Symantec Backup Exec. The tech's suggestion? Diable tamper protection for my server. Told her that would not work, they need to come up with a better solution, now I am on hold.
Back from hold - BUE support cannot help, I have to hang up and call the Anti Virus support line instead.
Ok, got to some Virus Support - I have Server 2003 R2 SP2 - SAV 2006 - BUE 11d
They say I need to load SAV 2007 to have BUE 11d work, but SAV 2007 is not compatible with Server 2003 R2 SP2.
HUH? Why can't you guys make products that work? I've got to make a third call, to a different tech support division now. Yay!
Event Type: Error
Event Source: Symantec AntiVirus
Event Category: None
Event ID: 45
Date: 8/13/2007
Time: 9:58:31 AM
User: NT AUTHORITY\SYSTEM
Computer: NewServer
Description:
SYMANTEC TAMPER PROTECTION ALERT
Target: C:\Program Files\Symantec\Backup Exec\pvlsvr.exe
Event Info: Suspend Thread
Action Taken: Blocked
Actor Process: C:\WINDOWS\System32\svchost.exe (PID 1732)
Time: Monday, August 13, 2007 9:58:31 AM
Yes, that's right, Symantec Antivirus is protecting me from running Symantec Backup Exec. The tech's suggestion? Diable tamper protection for my server. Told her that would not work, they need to come up with a better solution, now I am on hold.
Back from hold - BUE support cannot help, I have to hang up and call the Anti Virus support line instead.
Ok, got to some Virus Support - I have Server 2003 R2 SP2 - SAV 2006 - BUE 11d
They say I need to load SAV 2007 to have BUE 11d work, but SAV 2007 is not compatible with Server 2003 R2 SP2.
HUH? Why can't you guys make products that work? I've got to make a third call, to a different tech support division now. Yay!
Labels: bad support, BUE, SAV, symantec
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