AlanM wrote:
As far as the case numbers being lost and such, there are announcements plastered all over this forum with reference to our recent switchover of customer service applications. I am sorry that we could not make those more visible, but we do have limited space.
I know that was not a surprise, since you expressed the same to me in a private message on 19November.
Anyway, I did some extra research for you, went in and found your case when you contacted one of our agents via email this morning with the serial numbers that the agent requested, again, on today's date. Your email was in the normal queue, but as a favor to you, I had it pulled out of turn and answered. So, please check your inbox.
I am sorry that you got a tech on the phone that was ignorant of the issue. I will get that resolved.
If you could PM me the agent's name, that would be much appreciated.
Alan, with all due respect, I saw mention of the forums being updated, but no mention of the actual 'support' system, which would prevent technical support looking up existing case numbers / support tickets. That has nothing to do with the forum.
If you were able to find my case (#081110-000661), I have no idea why the support agent couldn't on the phone this morning. He told me that the old support ticket system went offline on the 20th November and they had no access to it any more - and when I told him I received an email update to my ticket (which also 'closed' the case) on the 21st, he said it was probably sent late at night...
None of that seems to add up to me.. I can't imagine a company switching support systems with live ongoing cases without migrating them to whatever new system they have in place.
I appreciate you taking the time to escalate my request for the firmware - truly I do - but at the end of the day, you shouldn't have had to intervene. Why this information couldn't have been processed on Friday in response to my original ticket, as was promised to me on the 10th November, when they said they would contact me with the new firmware as soon as it was available. I found out from another site that the firmware was being made available to people - nobody from Seagate actually informed me properly that it was ready.
Support from Seagate generally regarding this issue has been abysmal to say the least, and I have every sympathy for you - you're doing a **bleep** of a lot of firefighting un-necessarily. This should, and could have been handled much better, much earlier.
Anyway, I'll pm you the agents name.
Jason
