A week ago I opened a ticket with level "system down" and it is still down.

I opened a ticket with level "system down" and it has been a week without proper help.

First support engineer made mistake and system was almost down.

I opened this ticket and first engineer A did something without telling me and disappeared.

Tried to call them 1 hour in queue without anybody pickup.

Called customer support and case was transferred to second engineer B, B was sorry what happened to me and found A was doing something else now so he helped did something.

B transferred the ticket to C. C tried something and didn't work. He disappeared. Tried to call them 1 hour in queue without anybody pickup.

Called customer support and case was transferred to 4th engineer D. D helped do some checking and asked me to run a diagnostic and uploaded to him.

D was fully occupied the next day and gave me some instructions that he think might help. Half of the steps couldn't go through because the contents were different as he described.

I don't even want to call them now. I am thinking how to persuade my boss and find another monitoring system to replace Solarwinds even we in posses of 9 modules.

Anyone experienced same situation?

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rschroeder

I've had some challenges with some Support not happening as quickly as I'd like.

Until Support can fix the problem, why don't you describe the technical difficulties you're experiencing with your product here. There are a lot of experienced users that regularly visit this site, both to learn and to help others with problems.

What's happening with your Solarwinds product(s) that you need fixed?

FormerMember

Hialexzhang,

Could you also tell us the ticket number?

danielleh

Hi alexzhang - I've received confirmation from Support that they have been in touch with you. Please let us know if we can assist further.

Thanks,

Danielle

alexzhang

Hi the ticket number is 980302 and 966724

This is going crazy.

"list resource" couldn't show up after they fixed performance issue-- actually we both admitted that performance issue is still there but we spent too much time so we closed it.

2 engineers work on new issue :"list resource" couldn't show up and now the whole web console died.

Engineer told me they will escalate it to application team but they didn't.

System down issue took 1 day to escalate ticket and now I am still waiting but told the ticket is not escalated to application. What is happening to those support on earth?

alexzhang

Hi the ticket number is 980302 and 966724

This is going crazy.

"list resource" couldn't show up after they fixed performance issue-- actually we both admitted that performance issue is still there but we spent too much time so we closed it.

2 engineers work on new issue :"list resource" couldn't show up and now the whole web console died.

Engineer told me they will escalate it to application team but they didn't.

System down issue took 1 day to escalate ticket and now I am still waiting but told the ticket is not escalated to application. What is happening to those support on earth?

alexzhang

Hi the ticket number is 980302 and 966724

This is going crazy.

"list resource" couldn't show up after they fixed performance issue-- actually we both admitted that performance issue is still there but we spent too much time so we closed it.

2 engineers work on new issue :"list resource" couldn't show up and now the whole web console died.

Engineer told me they will escalate it to application team but they didn't.

System down issue took 1 day to escalate ticket and now I am still waiting but told the ticket is not escalated to application. What is happening to those support on earth?

ymendezp

I really understand you... and I am really sorry this kind of things are frustrating.

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