Question

Spanish phone support and open web cases


Hello,

As Enterasys Partner we always open the RMA cases on the web and inmediately received our case number, yesterday with the new website I did the same, but the case number never appear, so I called GTAC today to know what is the new procedure to open an RMA. First, only english, no option for spanish, I write english but is very difficult to speak ... Second, they only took my personal info: name, company and phone number, and told me they will call back. This is a RMA, not so urgent, but if there is an emergency?

What happen with the excellent support we used to have?

Can you please explain how is the new procedure to open RMA or cases by the website and obtain an answer at least the next morning?

Thank you.

5 replies

Userlevel 4
Rest assured that excellent support is still very much our goal!

Your recent GTAC Support experience is a result of a phone and website affecting issue which is presently in the process of resolution by our IT department.
Until that situation is resolved, your best means of initiating contact with the GTAC is by submitting an email to support@enterasys.com - and we apologize for the pain in the meantime.

I expect to update this thread to alert all, when normal contact procedures can be resumed.
Thank you.
Userlevel 4
Our systems should be operating normally now, so feel free to resume normal contact procedures. We apologize for the inconvenience.
Thank you.
Userlevel 4
Be aware that you may see a recurrence of yesterday's symptoms - It's under active investigation. Consider using the workaround procedure in the meantime.
Thank you so much!
Userlevel 4
Last Friday's recurrence was largely resolved as of about 8 PM EST on Friday, and should be fully resolved as of this morning. Thank you.

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