Dell SC Series Customer Service and Support

Whitney Gray - PeerSpot reviewer
Storage Architect at a healthcare company with 10,001+ employees

The technical support is very good.

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Jan Cipra - PeerSpot reviewer
Senior Consultant at Gapp System

I've gotten positive feedback in terms of technical support. My understanding is that they have been very helpful and responsive and customers have been happy with the service they receive. 

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DW
Solutions Consultant at BlueAlly Technology Solutions

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.

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Buyer's Guide
Dell SC Series vs. Hitachi Virtual Storage Platform
March 2024
Find out what your peers are saying about Dell SC Series vs. Hitachi Virtual Storage Platform and other solutions. Updated: March 2024.
765,386 professionals have used our research since 2012.
JK
Managing Director at Insunginfo

The customer support is very fast and reliable. 

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ML
Senior Solutions Engineer at a computer software company with 11-50 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.

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RM
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.

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RA
Sr. Systems Administrator Manager 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.

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SG
Presales Engineer at a computer software company with 5,001-10,000 employees

I am very impressed by the simplicity of the solution. They have very good support system called CoPilot. Whenever I contact them, they are very efficient. Whenever a customer calls them, they immediately take his problem in account wihout going through a support level 1; we are immediately in contact whith expert.

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Evans Chitando - PeerSpot reviewer
Chief Business Technology Consultant at ITech Associates (Pty) Ltd

Dell support is superb. I rate Dell support nine out of 10. 

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KS
Infrastructure Business Lead

We are happy with Dell's technical support, which is one of the reasons why we stuck with Dell when the SC Series was coming to end of life. We explored other vendors as well, but we are comfortable with Dell. 

On a scale from one to five, I would rate them a five. When we were in the midst of rolling out our containerized app for our mobile users, we had an issue. It was our own application issue and had nothing to do with them, but they came forward with a lot of APIs. From a data perspective, they even got one of their engineers to work and to support our application team. From a hardware perspective, they were able to come in and help us on our application, which is why I rate them a five. 

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BJ
Managing Director at Consult BenJ Ltd

We contact technical support all the time, so we've been in touch on multiple occasions. They are very good. They're responsive and knowledgeable. They help us when we have issues. We're very satisfied with the level of service they provide.

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DW
Network Admin at Jefferson County Washington

Technical support is perfect. We use it all the time. 

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Koba Sopromadze - PeerSpot reviewer
Head of IT Infrastructure at a financial services firm with 501-1,000 employees

Technical support is good. We have received good next-day technical support from them.

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GB
Infrastructure architect at a tech services company with 51-200 employees

Component support was great. On a scale of one to ten they were a ten, they were always helpful.

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JM
IT Director - Enterprise Storage and Data Protection at a manufacturing company with 10,001+ employees

The support works very well. We deal with support from different parts of the world including Europe, Asia, and America. There are local support centers in each region. It's easy to engage the support and usually they are very proactive. I have very good feedback for support. We have had some challenges sometimes in a very few amount of cases where the parts were not delivered on time.

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GR
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.

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MS
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.

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DM
Senior Systems Consultant at a tech services company with 11-50 employees

Technical support for this product is excellent and I would rate them a ten out of ten.

When you have questions, you get them answered

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BQ
Senior Consultant at a tech services company with 1,001-5,000 employees

The support is good.

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YM
IT Manager at a pharma/biotech company with 5,001-10,000 employees

The Phone Home support is very good. It provides proactive troubleshooting and responds to end-customers like us.

We also have a local vendor to support us and all our IT infrastructure. They are acting as our consultant.

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it_user86838 - PeerSpot reviewer
Implementation Unit at a tech services company with 51-200 employees
Customer Service:

I don't have any complaints.

Technical Support:

Excellent. I think EMC support service is equivalent of Copilot service of Compellent. And their response time is really good.

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TN
Information Technology Operations Manager at Weber Metals

The technical support is great. We have 24/7 support with a four-hour response. They are responsive and they stay to help until the problem is resolved.

One time, we had a drive fail and we were notified before we even saw it on the device. Then, the new hardware was shipped to us the next day.

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GP
Technical Director at Allot Group

The technical support is reasonable but I feel that the turnaround time is very high and can be improved.

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TG
IT Architect at Synoptek

Their support is probably the best I have ever worked with.

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KP
Director of Technology with 501-1,000 employees

I'm very satisfied with the company's technical support. It's very nice. We were using Dell's Copilot Support and it was really very good.

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AO
System Architect at a computer software company with 51-200 employees

Technical support has been quite good. We are very satisfied with the level of support we receive. 

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BB
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.

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RW
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.

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AP
Data Center Supervisor with 501-1,000 employees

I have called the SC Series support and they've been great.

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it_user735222 - PeerSpot reviewer
IT Manager

Excellent, Copilot (support for Compellent) is excellent.

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MR
COO at a computer software company with 11-50 employees

Technical support is good. They have good information and good remote monitoring of the systems. There are good accessibility and knowledgable engineers, so overall, we have a very good impression of the support of this solution. The take a reasonable amount of time to answer our queries.

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JS
Infrastructure Engineer at a healthcare company with 1,001-5,000 employees

Technical support has been top-notch.

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RD
Virtualization Manager at a tech services company with 10,001+ employees

Technical support is good.

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MH
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.

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DH
System Administrator at Reuter GmbH

We have not used technical support yet.

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NG
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.

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MN
Director at a tech company with 11-50 employees

The support was excellent. We had this storage for a while and server monitoring from Compellent.

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Evans Chitando - PeerSpot reviewer
Chief Business Technology Consultant at ITech Associates (Pty) Ltd

The technical support is quite good, especially coming from the speed of the technology and support that we received in the past. So yes, it's quite recommendable.

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SY
Technical Manager at a manufacturing company with 11-50 employees

The Dell support is helpful and the response is quick. The agents' knowledge is very good.

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JD
Systems Engineer at a tech services company with 51-200 employees

I have not needed to use technical support yet.

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VP
EMC Storage & Backup Implementation Specialist at a tech vendor with 1-10 employees

Support wise, it's very stable. The support is 100% good. Support is the key for Dell EMC.

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it_user888912 - PeerSpot reviewer
Pre-Sales Architect at a tech services company with 1-10 employees

I think that Dell EMC is one of the best technical support services in Ukraine.

I am satisfied with the technical support.

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JN
System Engineer at a tech services company with 51-200 employees

Technical support is very good. I do use it from time to time and it's always excellent.

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Buyer's Guide
Dell SC Series vs. Hitachi Virtual Storage Platform
March 2024
Find out what your peers are saying about Dell SC Series vs. Hitachi Virtual Storage Platform and other solutions. Updated: March 2024.
765,386 professionals have used our research since 2012.