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janunez

I've been trying to contact support for the past 7 days and I have received no help. Anyone else having the same problem. The support phone number is always busy and no one has responded to my e-mails.

Jose

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aLTeReGo

Everyone is in the same position you are. Support is terribly backed up helping other customers roll out Orion 8. I had to wait over a month to get a call back on my case. See this posting for more details.

http://www4.solarwinds.net/SolarWindsForum/topic.asp?TOPIC_ID=3053

I'm sure someone will contact you when your case is next in the queue but in the meantime give us a shot here in the forums. I noticed you haven't posted anything since November 06. While support might be crumbling under the weight of all the support requests we here in the forums can help each other.

cmccarter

Support is a major issue for us as well, if you happen to miss their return call you hve no option but to call and leave another message awaiting their call again. its phone tag at its worst. We are considering dropping support for this reason alone. customer service has to improve!

janunez

Thanks for your note.

I saw that post you referred on your note and I was hopping that things were going to get better since that... not worst. I was able to get a hold on them a last month when we were rebuilding our production server.

I wish you guys could help with my issue but my problem is with the customer portal. We asked them to reset some of our licenses and make some files available (v7 files) for us and they misunderstood (change the wrong licenses). At the end we were able to get what we needed but... they didn't fix the things they got wrong. Now we need those and don't have them.

Anyway, they are the only ones that can fix that problem.

We will have to wait.

mark_wiggans

Support is in the process of being restructured to better serve customers in a timely and efficient manner. Currently the phones are not an effective way of opening a ticket.

Our new online ticketing system is the most effective method for getting responses.

forms.netsuite.com/.../externalcasepage.nl

Mark Wiggans
SolarWinds Support

mark_wiggans

janunez-

Received your email today- glad to see it was resolved. Thanks!

Mark Wiggans
SolarWinds Support

janunez

Did support change their e-mail address?

We opened Case # 2568. Support requested some information from us and when we replied to the e-mail (customer.support@solarwinds.net) our mail server said that the e-mail could not be delivered. We used the old support e-mail address (support@solarwinds.net) and since we haven't heard back we are wondering if they received are note or not.

I just want to make sure that you got the data we sent and are working on it.

Thanks,

---------- 03/23/07 11:41 CST---------
It looks like you guys didn't get our reply since I just found a voice mail from support on my phone and the person that called asked the same questions.

From Support:
Consulting with a co-worker on this.

1.) What is the size of the database that you are trying to do nightly maintenance on.

The database is ~15Gb

2.) Are you using Netflow (did not see it on your contract but are you running a demo copy?)

No

3.) Have you tried to back up your database using SQL Enterprise manager maintenance?

Yes, we do a nightly backup via SQL Server Management Studio.

On our note we sent you the last two maintenance logs so you could see were the job hung. Neither job finished. The one from the 20th hung, and we rebooted the Solarwinds server around 3:30. The one from today, the 21st, we rebooted around 9:37 this morning.

mark_wiggans

janunez-

I'm not sure why your replies are bouncing. Be sure and respond to the case from the email generated via the Netsuite ticketing system. It's the link 'Click Here to Update the Case Online' which contains a very long email address like this "">system.netsuite.com/.../login.jsp

The support@solarwinds.net Email address is no longer a monitored address.

Mark Wiggans
SolarWinds Support

janunez

Mark,

I edited my previous post and posted the answers to the questions. That link you gave me asked for user name and password. What do I use? My customer ID and password or my user info from the forum?

We just hit reply to the e-mail we got from customer.support@solarwinds.net.

The only link on the e-mail was a link to the forum website.

mark_wiggans

Originally posted by janunez

Did support change their e-mail address?

How did you reply to the case? which link is bouncing?

Mark Wiggans
SolarWinds Support

BakerD

If a case gets closed and say i reply to a support email on it after the fact, what happens? Will anyone see the email, does it get trashed?

In the support emails after awhile messages get omitted because of length limits and it tells you to view the case online for full messages yet I can't find where I can view my cases and the status.

Thanks

mark_wiggans

The closed case will re-open if you reply.

As for checking the status of the case online, currently that Module has not been implemented yet- however it is on the way.

Mark Wiggans
SolarWinds Support