17 Replies Latest reply on Oct 21, 2013 9:22 PM by superfly99

    VERY disappointed with Orion support

    crzyr3d

      Very frustrated with support these days.  I remember, just a few years ago, when support was knowledgeable individuals who would immediately assist and resolve the issue.  Now it's more like a bunch of tech's or wanna be tech's that seem to have no idea what they are doing.  I feel the support is pulling at straws now on what to do to try to fix and the timely manner of assisting the fix is much to be desired.  Maybe SolarWinds is getting to big to fast to handle their products with experienced/knowledgeable personnel?  I really am questioning that now.

        • Re: VERY disappointed with Orion support
          byrona

          I would agree that I have had more of these encounters with support as well; often I find I know more about the product than the person supporting me.  I have also found that if I call during certain times of the day I am more likely to get better support than others.  On the flip side, I have found that if I insist on having my issue escalated because it's clear the person working it doesn't have a clue I normally get better support.  I also find that phone calls have better results than just sending in an email/ticket.

           

          If I were to guess I would say that this is all likely due to SolarWinds expanding it's product line and therefore having divide up the product support teams as well as add additional people.

           

          Even with a few of these recent incidents SolarWinds support is still much better than many of our other vendors.

          • Re: VERY disappointed with Orion support
            wluther

            byrona crzyr3d

             

            My favorite is when we submit a trouble ticket, after doing as much leg-work as we can do and looking through thwack and other resources, then getting a response from the tech support person referencing a link to a post on thwack.  A post that we had already searched, found, and read, yet provides no actual help, just random info.  If that had worked for us, we would not have had to submit a ticket.  Thwack should NEVER be the answer given from support.  If the tech support person wants to use thwack as a resource that is perfectly fine with me.  But we do not pay for a support person to tell us to read something posted by some random person that is not employed by the company we pay.

             

            My second favorite is when we needed to have a fairly specific function work properly (as it should), we were given a copy-paste block of html code and told we would have to build a page that did what we wanted because it was not working as it should...

             

            Oh well, it only takes a customer a time or two before they figure out a better way to do what they need without support... which quickly leads to without that company...

             

             

            • Re: VERY disappointed with Orion support
              fcpsolaradmin

              crzyr3d wrote:

               

              Very frustrated with support these days.  I remember, just a few years ago, when support was knowledgeable individuals who would immediately assist and resolve the issue.  Now it's more like a bunch of tech's or wanna be tech's that seem to have no idea what they are doing.  I feel the support is pulling at straws now on what to do to try to fix and the timely manner of assisting the fix is much to be desired.  Maybe SolarWinds is getting to big to fast to handle their products with experienced/knowledgeable personnel?  I really am questioning that now.

              I cant agree more with all of these comments. I am assuming one of the causes is that SW takes over a company and asks their techs to support it. Even though the techs have very little understanding on how the products work.

               

              The reason I say this is support for NPM and SAM is ussually top notch but support for Web Helpdesk, Virtualization Manager, and Storage Manager are all subpar.

               

              Tech Support using thwack is also fine with me, I am sure we all have to resort to google searches now and then to help us out

              • Re: VERY disappointed with Orion support
                bsciencefiction.tv

                We usually have awesome support.  Our support issues are usually after hours when you get the over seas support.  The last couple of those techs we talked to did not even seem like they new the products (NPM and SAM) or it seemed like they were using a flip chart and cue cards.

                 

                One person in particular was so off base, one of my co workers just refused to humor him any more and began to systematically explain to him to not try to **** shoot technical people.  After the third incorrect rabbit trail, we hung and said we would figure it out ourselves and shortly after resolved the issue.  When the person called back to follow up and we told them that we had resolved it on our own, he said great and would close the ticket.  He did not even ask what the resolution was.

                 

                With all that said, the day time support is awesome and we have a couple of SW techs that we just ask for by name...Cause they are awesome.  We just hope and pray if we have a production issue that state side support is available, because I should not know more about the product than the support team in a production emergency.

                 

                So yeah CST support,  boo after hours.

                 

                And yeah for the THWACK community that solves most of my problems anyway.

                 

                And yeah for aLTeReGo who I assume is a SW employee who rocks this board with solutions.

                • Re: VERY disappointed with Orion support
                  David Cox

                  Thanks again to all who have responded with your feedback.  I want to apologize on behalf of SW to those who have experienced unfavorable support interactions.  Being a great support organization is not selective; it’s a full time job.  Rest assured we will work hard to close down any gaps in the quality of service we are providing.  We would like to encourage all of our customers to continue to provide any and all feedback directly to TechnicalSupportFeedback@solarwinds.com.  This is a direct path to provide either
                  positive or development feedback monitored by a team of global support managers. 

                   

                  Sincerely,  

                  David Cox

                  Director, Americas Customer Support

                   

                   

                   

                  • Re: VERY disappointed with Orion support
                    rharland2012

                    Interesting topic. In all honesty, I'm relieved I don't have to reach out to support more often. Not from any specific negative experience, but more from the tales of woe I occasionally read here. That said, I know most of you are utilizing the products in more specialized ways than I and may require support more often.

                    The growth of Solarwinds' product offerings is pretty impressive - and in my limited experience, the most visible symptom of growing pains is typically a support organization. Thwack and the content inside of it are tools that Solarwinds are using - by their own admission - to reduce the number of support calls, which sounds like they're aware of these pains and are trying to mitigate them while hopefully growing the support organization to fit the company's offerings. Having said that, I think it's valuable for Solarwinds to realize that if a user is reaching out to support via email/phone, it's quite likely they've already done a lot of scouring of thwack and have no resolution. We can help Solarwinds improve thwack's usability as a support resource by responding to their questions about the site and its value. Don't worry about making them flinch - they wouldn't ask if they didn't want some honesty.

                    No fanboy here - just saying I see some overtures to lighten their load and improve what's going on.

                    • Re: VERY disappointed with Orion support
                      bspencer63

                      And the saga continues....  http://thwack.solarwinds.com/thread/53172

                      Sorry to hear about the bad tech support you have been receiving.  There are numerous posts the one I created above referencing the same.  I am very disappointed that support has gone down, tremendously over the course of the past few years.  I guess when you grow so rapidly, there a bumps in the road, but support shouldn't be in the backseat, as it is us, that purchase support year after year, that pay for your paychecks there SW Techies!

                       

                      Get on the ball and let's get back to the "Great" Level of support I used to get as a paying customer!  Yes I said is used to be "Great" in comparison to the subpar, no actually terrible, or non-existent tech support that is offered these days!

                      • Re: VERY disappointed with Orion support
                        superfly99

                        I don't contact the support very often but when I do, I get very good support.

                         

                        My only downside is that if I log the call late in the afternoon, it gets assigned to someone who works in timezone where they have just started. So when I come in the next morning, I won't hear anything again until late that afternoon. So I try and log issues early in the morning. Then I'm dealing with someone who's timezone closely matches mine.

                         

                        Other than that, I've had no issues with the support team.