Anyone else noticing Commvault support going downhill?

Hi,

We regret to hear your feedback and understand your frustration, even though I haven't experienced your specific situation. To effectively address your concerns, could you please provide details about any recent open tickets that are the primary cause of your feedback? This information will allow us to collaborate with our internal teams and pinpoint the key issues, ultimately improving your experience.
While this may be a small step, we appreciate you sharing your concerns with the Community.
You can share those details here, or you can reach out to me via direct message.

Thanks!

Roy

Hi Roy,

Thank you for your response. I would like to bring to your attention the current open support ticket 250319-627 that I’m working on. You will notice that the engineer was giving me a hard time responding to my question regarding whether Metallic has implemented new public IPs.

In the past, I would have at least one Zoom session or a call to discuss such matters, but now it seems impossible to talk directly to the engineer. Even when I open a support ticket and escalate it, I do not receive a call back within the expected timeframe of 4 to 8 hours. Instead, it takes around 12 hours plus, and this only happens after I CC our Success Manager that I get an email response. 

I hope Metallic is working hard to improve support to the level it once was expected.

Thanks,

Luis  

Hi Luis,

I appreciate you sharing the support ticket. Please give me a little time, and I will reach out to you as soon as we receive a response from the internal team.

Thank you!

Roy

Can you do the same for our tickets? We have 20 tickets outstanding….. E.g. I don't think you should tackle this on a ticket level, but more on a global level. Multiple customers indicate to be unhappy with the current support experience. I know Arun already shared his view on it. Maybe it helps to give an update on the efforts that are being executed in order to shift the experience from negative to positive. 

Roy,
   I think as LuisGio and others pointed out this not about a single ticket.    I think we would all love to hear from CommVault with ideas on how they might try to improve support back to previous levels that helped them with the great reputation they had.  

   Hopefully you can help out LuisGio with the current ticket, but the rest of us would also like to see an improvement overall.

Thank you

Hi Folks,

I understand your concerns and, as your Community Manager, I recognize the frustration caused by the issues we're seeing. Luis's experience, and the general feedback here, clearly indicate that addressing individual support tickets won't resolve the underlying problems.

To Onno and Bill, thank you for your input and thoughts. I want to emphasize that this is not about a single ticket; we need a systemic shift, not isolated fixes. Instead of handling each outstanding ticket separately, we plan to use them as case studies and collaborate with the Support teams. This approach will help us identify common pain points and develop comprehensive solutions, leading to more effective and long-term improvements.

However, I also want to be transparent: there are no simple, one-size-fits-all solutions. The challenges we face are complex and require a multifaceted strategy. I am committed to advocating for you throughout this process, and I will keep you updated on our progress along the way. Let's work together to develop solutions that address the root causes of these issues.

Best regards,

Roy

Thank you Roy,
   I am looking forward to helping any way I can.   I have lots of tickets that can be used as case studies as well ;-).

   I do appreciate you help.   

Hi Roy,

Thank you for getting me in touch with the right engineer. I knew the problem was on Metallic side, but the engineer that I was working on had me check the firewall, wanted me to change the schedule, wanted me to install Wireshark, and the response was on the second or third day. 

Got this replied from different engineer working on the case and like magic the AD backup job completed successfully. 

**Review Summary**

• Based on the discussion with engineering team, we have made a few changes for the AD workload - SERVERXXX. 
• Please run a backup for the AD workload and update the status.
• If the issue is fixed, we will replicate the fix for the other AD workloads. 

You can see on the history of the ticket that something that should have been taken care in a day or two took almost a week and a half to find a resolution. 

Thank you again. 

Luis

Hi Luis,

I’m happy to hear that this issue has been resolved, and I appreciate the update. Thank you for keeping us informed. As I mentioned before, I will share your feedback with the team, along with the insights from everyone else. 😀

Best regards,

Roy