Dell EMC SC Series Customer Service and Technical Support

Don Woodward
Solutions Consultant at BlueAlly
I do use technical support quite often. In fact, any time I do an upgrade I call Copilot and let them know that I'm going to be doing an upgrade, in case anything happens and they get an alert. They'll also do a system check for me so that I know everything's working at 100 percent before I go in there and start pulling cables or adding cables. It gives me peace of mind. A customer can't say, "Well, you broke it." It was that way before we started. And in some cases, support won't let me start the upgrade, they'll advise me not to. I work with them quite a bit. They are probably the best support that you'll find. But recently, things have changed a little bit. I have gotten some wrong answers from Copilot. I have to double-check their work on certain things. I've had at least three times where I've gotten the wrong answer from someone, which is not good. But they're always responsive, whether you call at three in the morning or three in the afternoon. It's the same group of people up in Minnesota. They're not in India, they're not in the UK, they're not in Turkey, they're not somewhere where they have a thick accent and you can't understand them. I think the reason for the changes, from what I'm seeing and what I've heard, is that they have now started pulling some of the other storage people, who may have done the EqualLogic stuff, the lower-end storage, into the Copilot fold, and are having them do the support. I'm sure it's just a popularity thing. We were concerned too, when EMC came on board, that Dell would bury the SC line at some point. What we've been told is that they're going to continue it on. It's a much better product than even they imagined. It seems the product is going to stick around for a while, from what we've been told by Dell EMC. View full review »
SeniorSyf235
Senior Systems Engineer at a non-profit with 501-1,000 employees
We've had great support from the Dell EMC team. I would rate their Copilot support the best that we have seen in the industry. I have used support with every vehicle we have, but their support is the best. Great engineers. Great engineering team. It's straightforward, easy, and you get the right people. View full review »
Micheal Laggis
Senior Solutions Engineer at a tech services company with 51-200 employees
Copilot support is next to none. I've dealt with a lot of support before. With Copilot, you're usually on the phone if you have a problem. Even as a customer, not a partner, if you have an issue or you're planning on upgrading code, you call Copilot, they do a system check, they give you the thumbs up. The support is very helfpul. View full review »
Find out what your peers are saying about Dell EMC SC Series vs. EMC VMAX and other solutions. Updated: September 2019.
366,090 professionals have used our research since 2012.
Bennie Blakney
Systems Engineer at a pharma/biotech company with 10,001+ employees
In my position, I don't use the technical support. We do have other employees who, I'm sure, have used it. There are several times that we've called them. So far, we have not had complaints about the tech support. They've been able to resolve the issues that we've had. View full review »
SrSysEng0e3f
Senior Systems Engineer at a manufacturing company with 10,001+ employees
Our experience with technical support has been absolutely wonderful. They have a pretty good team. View full review »
Todd Grimes
IT Architect at Synoptek
Their support is probably the best I have ever worked with. View full review »
DataCent3afe
Data Center Supervisor with 501-1,000 employees
I have called the SC Series support and they've been great. View full review »
Infrastrb44c
Infrastructure Engineer at a healthcare company with 1,001-5,000 employees
Technical support has been top-notch. View full review »
Infrastr69c7
Senior IT Infrastructure Manager at a consultancy with 1,001-5,000 employees
Technical support was responsive, we got to the right person. We have never had a problem with them. View full review »
Virtualiad5e
Virtualization Manager at a tech services company with 10,001+ employees
Technical support is good. View full review »
ITManage50af
IT Manager at a non-tech company with 201-500 employees
I like using the technical support. Their support is set up where they actually get notified before we do if there's an issue. Thus, they are very proactive about issues. View full review »
Nick Goodman
Solutions Architect at a tech services company with 11-50 employees
Regarding Copilot - which is what they called their support, pre-Dell EMC - people have always had nothing but great things to say about it. View full review »
SnSysAdd472
Sr. Systems Admin at a manufacturing company with 5,001-10,000 employees
I have used technical support. I received good customer service and I was able to get my questions answered. It took them just a couple of hours to get back to me. View full review »
David Winegar
Network Admin at Jefferson County Washington
Technical support is perfect. We use it all the time. View full review »
VirtualT40e2
Virtualization Team Leader at a healthcare company with 10,001+ employees
Technical support is really good. We have had good, high-quality support with our SC Series. They respond quickly. View full review »
David Hammink
System Administrator with 11-50 employees
We have not used technical support yet. View full review »
SystemsE1d94
Systems Engineer at a tech services company with 51-200 employees
I have not needed to use technical support yet. View full review »
Find out what your peers are saying about Dell EMC SC Series vs. EMC VMAX and other solutions. Updated: September 2019.
366,090 professionals have used our research since 2012.
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