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mrafi-sunbulah
mrafi-sunbulah
New Member
May 3, 2025
Question

Worst Technical Support

  • May 3, 2025
  • 2 replies
  • 1938 views

We had a case with technical support for an IPSEC VPN issue between two sites. Followed up for 2 days. Didn't fix the problem. Last case closed by engineer. Reopened the case. Mentioned clearly we have more than 100 users effected but still logged the case as P3. Called twice to get the case handled with higher priority but the CS team refused to take it up and also hung up the phone. Very bad response from the technical team. I also shared some details for the case later and still no response. 

2 replies

AEK
SuperUser
AEK
SuperUser
May 3, 2025

TAC is intended to help only on OS/software issues, bugs, hardware issues, and so...

Usually TAC doesn't help you if you have configuration/integration related issue. In such case they usually invite you to contact Fortinet PS.

AEK
dingjerry_FTNT
Staff
dingjerry_FTNT
Staff
May 3, 2025

Hi @mrafi-sunbulah ,

 

"Called twice to get the case handled with higher priority but the CS team refused to take it up and also hung up the phone. "

 

Did you ask for assistance from the TAC engineer assigned to your case?  And if she/he was not available, did you ask for another available TAC?

 

BTW, could you please send me your case number via private message so I can take a look?

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