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Level 12

Terrible Customer Support Experiences Lately!!!!

Is anyone else having issues with SW Tech support?

I have three open cases with an average duration of over 2 weeks and it seems as if no one at all in Tech Support cares or wants to render assistance!

My Orion NPM was having major issues, so I moved it to a new server.  Then the problems started and have continued incessantly!

No web page at first.  Finally upgraded to 10.4 on my own, that fixed this issue.  No attempt at communications from Tech Support.

Next after fixing the above issue, now my default Node Detail page seems corrupted and will not work with any node!  Sent Diagnostics.  Still no contact from Tech Support!

So here I am with a SW Orion NPM that really isn't usable for over two weeks and I am not getting anywhere with Tech Support.

I am curious if anyone is having issues.

I have been a loyal SW customer for approximately 5 years.  I currently own and manage the below modules:

NPM

SAM

LEM

NCM

and Network Engineer's Toolset and LANsurveyor Express....Oh and I am SW certified!

I am looking into VNQM, but now I am thinking about scrapping the whole shebang because of this terrible Tech Support!!!!

Still I am not getting support worth a darn recently!!!!!

Tags (4)
111 Replies

This is a good example of how following up with your support specialist, or with the client needing the support, can help complete the story.

Hi,

I read your comment and wondered have you tried making another machine and installing the whole environment on it from the scratch, some problems are caused after applying an upgrade on older versions. What they are, that i exactly do not know, but i have done a couple of deployments and what i have seen is that people who apply an upgrade go through some troubles but those deployments that i do from scratch are almost 99.99% without any fault.

So have you tried making another machine for just in case, and apply your whole environment on it and keep your Main server running, and when everything is set, up and running, you just apply the licenses to it.

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MVP
MVP

I have a suggestion that possibly will help the Solarwinds Users, Resellers & Customers.

Why not Solarwinds Support hold a webinar on "Contacting Solarwinds Support". The webinar could include the following -

  • Solarwinds Support Model - how SW covers various geographies, Support center locations, Support teams
  • Various Channels of Contacting Support - Email, Phone Call, Customer Portal
  • What to expect after rasing a ticket
  • Product Specific Support - NPM, SAM, LEM, WHD et al
  • Minimum checklist expected from the Support requestor
  • Any other topic

This way the SW community becomes more "aware" on how-to-go-about-sw-support

Cheers

We have a document that walks through this content. What else is missing? https://support.solarwinds.com/Success_Center/Working_With_Support

and we did a SolarWinds Lab Episode with Support. https://www.youtube.com/watch?v=4Ay-FZS643Y

SolarWinds Support Spectacular! - SolarWinds Lab #36 - YouTube

Wow, Alex would sure have a hey day here asking for people to be banned for expressing their opinions.....

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This is an excellent idea!

DanielleH​, any chance you can help make this happen?

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Level 13

Hi everyone,

Please view and respond to the polls located here:

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I see this thread was started in 2012 and 4 years later Customer Support still seems to be lacking. No matter how great a product you have, if you can't help the users with issues, then it really takes away from the greatness of the product. I hope this gets fixed eventually.

To be truthful, as much as I wish solarwinds to do better at this they are miles and miles above almost every other company I've ever worked with for support. It's just that *Some* of the people that handle their support are awful, and hopefully they'll figure out how to improve that a bit.

Level 12

Forget about terrible support, my complaint is about non-existent support! We had a Solarwinds tech to back us up during our upgrade but he had to leave at the end of his shift, with the promise that global support will pick up our case. We proceeded with our installation while nobody called. When we ran in to some issues during the upgrade, we knew we had to get tech support and called hotline right away. NOBODY picked up the call right from 7:00 PM in the night through 4:00 AM in the morning. Finally through several forum searches and joining the dots, we finally fixed the issues that cropped up. The ironically-named Solarwinds success center was an absolute FAILURE! Talk about cryptic and misleading error messages, but that is a rant for another thread. But still there were the old issues around FoE license bug, but by then I had NO HOPE of contacting any support and wrapped up our maintenance window.

This is NON-EXISTENT support! Wonder whether we are paying maintenance to listen to this call waiting music! After being a loyal customer for nearly 8 years, I would NEVER EVER recommend Solarwinds to anyone. I would rather prefer a simpler open source tool which when breaks, we at least we can have some idea about the issue, not to mention irrecoverable licensing issues. If you paid for something but stopped from using it, it is same as getting robbed.

Unsurprisingly, fixing those licensing bugs are not top priority for Solarwinds team, they would rather pour their resources for eye-candy features which would lure more unsuspecting customers in future. The money of those that are already in contract, is secured anyway, at least for another 1 year after which you can send your customer retention army to annoy your customers in to renewing the contract.

When a company's sales & retention team makes more calls than a paid support during P1 incident, you know where the resources are focused and where the company is heading. I am sorry Solarwinds, but this is not the company I knew and did business with for the past several years!

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Regarding the licensing issue that I faced, it was flagged way back in 2013 and yet to be resolved. It looks like a simple license problem yet Solarwinds would like its customers to call support and get temp license key, instead of fixing it. I would not be frustrated if I was able to contact support in the first place.

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Having used RHQ, SCOM, Nagios, Nimbus, PRTG and many other monitoring packages, I would never recommend an open source solution, they can often be more expensive and very limited in capabilities.
Despite Solarwinds sales tactics and the cost of the products, Solarwinds is still the best solution i've ever come across. The fact that you are on the thwack forum itself shows you are finding at least some support here .

Solarwinds itself seems a tough reslient product that withstands a battering from all kinds of different techies trying to squeeze data out of it to give evidence and prevent future problems. It has saved me numerous sleepless nights and when setup correctly can be a great asset. If you persevere with Solarwinds it will reap many rewards for both you and the businesses you work with.

Don't give up!

I have used and modified my fair share of open source tools. While they don't come close in terms of breadth of coverage of tools like Solarwinds, they key to operate them is to keep them simple & manageable. And no they aren't more expensive if you don't pay for it and have the appetite to tinker around with the innards.

In this age of mature open source libraries & API's, managing & configuring monitoring across multiple devices is not as challenging as it used to be. I believe this is where tools like Solarwinds had their advantage in the past but losing grounds rapidly.  But still I would pay for reliability & stability of a proprietary product, but those advantages are moot in the face of non-existent support & misplaced product focus.

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thamizh85​ you are aware that Orion has an API correct?  The API fully supports the adding and removal of nodes.

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Yes, I know. But that doesn't counter anything I said. A product such as Solarwinds has advantage over open source tools in terms of manageability & scalability but my point was that, the maturity of API's & modules in current open source projects is closing that gap.

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thamizh85 wrote:

I have used and modified my fair share of open source tools. While they don't come close in terms of breadth of coverage of tools like Solarwinds, they key to operate them is to keep them simple & manageable. And no they aren't more expensive if you don't pay for it and have the appetite to tinker around with the innards.

Any manageable-ing required to operate tools is expensive in terms of $$$/human-hour. I love tinkering and have quite an appetite for it however, regardless of the tool, we don't have the $$$/human-hour to spend on tinkering. We need it to work out of the box and NPM/SAM were obvious/intuitive enough to me to provide a lot of functionality with little effort. I've not even accessed support yet because I've been able to do everything myself pretty simply. It saves a lot of my $$$/human-hour not to have to try to connect with support, which would compete with all the other things we have to do. And I've had Orion down. Of course, I broke it and had some idea why, but the existing support docs got me back up.

In this age of mature open source libraries & API's, managing & configuring monitoring across multiple devices is not as challenging as it used to be. I believe this is where tools like Solarwinds had their advantage in the past but losing grounds rapidly.  But still I would pay for reliability & stability of a proprietary product, but those advantages are moot in the face of non-existent support & misplaced product focus.

Again, "managing & configuring" costs $$$/human-hour, especially "across multiple devices".

I do agree, though, that reaching someone in a catastrophe is critical and expected.

Level 10

It's not just lately, it's always (or at least the few years I have had their products). If you're lucky enough to get someone to respond at all, they often don't want to do anything but run around log land all day trying to resolve issues by looking through logs as opposed to actually understanding their own products. I think our team has closed + 80% of our own support requests before even being called back by a tech. SW arguably has the worst support I have dealt with in some time.

Of all the techs, I only ever felt I had someone competent assisting me once. One tech was completely wrong about what I needed to do, and that was a giant waste of time waiting on hold to get someone giving me the wrong information. I will say that to their credit they did create/update a document about upgrading the additional pollers when you upgrade the primary, so it was nice to see something come of it. Hopefully it'll continue to be updated as I can't tell you how many times I've searched KB articles and found stuff referencing versions of SolarWinds products so old the document was totally irrelevant.

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Level 9

We have the same problem now, our cases are frozen with no answer or support activities. We need advanced support with FoE.

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MVP
MVP

The worst thing that solarwinds do is try to sell consultancy to my customers when i'm already providing them with that, its just embarassing.

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Level 10

I've had a case open for awhile now and today my issue got worse to the point Orion was down. After calling in and waiting on hold they started a webex and grabbed logs and was told they would call me later. Completely unacceptable from Solarwinds support for a system down phone call..

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