support case , the; su|pport case; [a systems engineer needs help, which is already a rare case, opens a support case (also known as support ticket) at a Hardware or Software vendor; reports a bug; expected to receive a solution or at least answer within a short period of time respecting SLA]
I already wrote a few times about some support cases. Some of them were handled great and very professional. And some of them were just sending useless nonsense as a reply... but in general if one opens a support case, an answer will follow.
Not with Wyse. Since I work with Wyse ThinClients (V10L) I usually was able to solve all problems myself. 3 support cases were opened since July 2009. One of them was basically only a question, so not a real support case. The second case concerned a software problem which was causing high CPU on virtual machines having Wyse software installed. And the third one was opened two weeks ago filing a bug report or requesting investigation because the Wyse TCX Multi-display made (and is still making) financial java applications crash.
Seeing the following status of the cases just makes me angry:
The only case which was resolved was the little question I had. The response contained a direct link where to find a specific download because the website doesn't link to it.
What the hell means a cancelled case? The problem was never resolved and it seems as some time passed (July to October 2009) they just cancelled the request. Of course without sending a notification e-mail.
The newest support case is now open and being declared as second-highest priority (medium business impact) it didn't even get assigned within 9 days. Thats 2 weeks in business days! The 'Last updated' info just shows, that I have changed the priority in hope to finally get someone taking care of my case.
Wyse might produce some good pieces of ThinClients - but their support is ridiculous.
No comments yet.
AWS Android Ansible Apache Apple Atlassian Automation BSD Backup Bash Bluecoat CMS Chef Cloud Consul Container Containers CouchDB DB DNS Database Databases Docker ELK ElasticSearch Elasticsearch Filebeat FreeBSD GlusterFS Grafana Graphics HAProxy HTML Hacks Hardware Icinga Icingaweb2 InfluxDB Internet Java Kibana Kubernetes LXC Linux Logstash Mac Macintosh Mail MariaDB Minio MongoDB Monitoring Multimedia MySQL NFS Nagios Network Nginx OSSEC OTRS PGSQL PHP Perl Personal PostgreSQL Postgres PowerDNS Proxmox Proxy Rancher SSL Security Shell SmartOS Solaris Surveillance SystemD TLS Tomcat Ubuntu Unix VMware Varnish Virtualization Windows Wireless Wordpress Wyse ZFS Zoneminder