I need to vent. Support is pretty terrible as of recent

Forum|Forum|9 years ago
February 13, 2017
3 replies
4369 views

We are having on going issues related to the UTM features. Called support the other day - no joke - 45 minutes on hold. Once they answered the call, they opened a ticket for us (we could of done this online without the 45 minute delay), and said someone would call us. Right now the ticket is in P3 status and are getting responses from FN support every few days at best.

Is this just the way things are with support? Do I need to buy a higher level support package to get better support? Pretty frustrated at the moment.

emnoc

New Member

Vent , Vent , Vent but you need to get this to the right ears like the director of support and forget about you local sales team. pperche@fortinet.net

I agreed tho, support has even fallen below a "F" here lately. Just horrible.

Ken

joepope

New Member

Is that the correct email for the Director of Support?

I really am wondering why I am paying for support now, we had transitioned from Juniper Networks for this exact reason. And I am tried of beating up my Sales Guy and SE!

emnoc

New Member

I believe that is correct, they can look at your cases and history. Also make sure you do the feedback questionnaires if they ask for feedback

I do NOT believe this will accomplish a lot at the end of the day, but it's start. If more FTNT end-users contact the right EARS at FTNT, do the feedback on any case queries at closure than maybe FTNT will pick up the game.

Right now cisco is probably 10x a head of fortinet when handling cases, RMAs, or bug issues......imho

Ken

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