Hey everyone,

Just wondering if anyone else has noticed a dip in the quality of Commvault support recently? I’ve been a big fan of their support for years—always quick to jump in, super helpful, and they’d properly hand off stuff to other teams if needed. Felt like they really had your back, you know?

But lately, it feels like they’ve started following this strict “rule book” approach—like, "A = A, B = B," and if something crosses into another stream within Commvault, they just tell you to raise a separate ticket. No calls, delays in responses, and it feels like they’re dodging issues instead of actually resolving them.

It’s not even about break/fix tickets anymore—there’s this whole attitude shift. They used to go above and beyond, but now it’s like they just want to pass the buck. I’m not even gonna bring up ticket references, but I’ve seen enough of this trend to feel like it’s not just a one-off.

We’ve got premium support for all our customers, and honestly, Commvault’s complexity is one of the reasons we always recommended it—it’s robust, but we knew the support team would help no matter what. Now, even if it’s just a small query outside of break/fix, they’re like, “not our problem, talk to PS.” Like, really?

I get it, they’ve probably got boundaries, but c’mon, this is Commvault we’re talking about. If they keep this up, they’re going to lose customers. There are plenty of other products out there that are simpler and more intuitive, and if support is gonna shrug things off, why should people stick around?

Anyway, just wanted to see if others feel the same or if it’s just my recent experience. Curious to hear your thoughts.