Dell EMC Unity XT Customer Service and Technical Support

SrEngine0613
Sr. Engineer at a tech services company with 10,001+ employees
Technical support is responsive, of course. If it's obviously a Unity issue, it's usually a pretty simple and straightforward fix. It's when they say, "Well, no, the Unity's fine. It must be an issue with the host. Or it must be an issue with the VM," where you get a little bit of that finger-pointing going on. Then it becomes that struggle of stopping the finger-pointing. It's all one company so let's all get on the same phone call and figure out where the problem is. That is usually something we have to start, whereas from a Dell EMC/VMWare/whatever-else-is-involved perspective, they're not the ones to start that bridge or that conversation. Especially if it's a production outage, I don't care about finger-pointing. I don't want to hear about it. No one does within the organization. They want it fixed. If you don't think it's a SAN problem but it's clearly an issue with the SAN, let's get everyone involved who needs to be involved and fix the problem. So it would be great, in terms of future support calls that fall under that finger-pointing category, to have them say, "Okay, we need to now engage so and so. Let's get them on the call." View full review »
ITManage593a
IT Manager at a transportation company with 201-500 employees
Technical support is top-notch. I have talked to them a couple times. They definitely seem to know what they are talking about. They are pretty quick to get parts out, and getting a tech out there to replace them. View full review »
NetAdmin95898
Network Administrator at a government with 11-50 employees
Technical support is much better now. They are responsive, and it is easy to get to the right person. They will blow up your inbox and voicemail if you have a critical update that needs to be applied to either the drives or the box itself, which is great. View full review »
Learn what your peers think about Dell EMC Unity XT. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
419,052 professionals have used our research since 2012.
SystemsE3b3e
Systems Engineer at a tech services company with 51-200 employees
Aside from the finger-pointing, they're generally pretty easy to work with. But in my opinion, it's hard to get up to higher levels of support. For a complex problem like we've had, it's been very difficult for us to get ahold of the right type of people. We almost need engineers or someone at a higher level. When you call in, you get the base-level people. What I always say whenever it comes to tech support is, if I'm calling you, it's not a problem that's easily solved. Because if it was easy, I would have fixed it myself. So getting to those higher levels of support has been very problematic for us. They just want to say, "It's not our issue," instead of someone actually tackling the problem. View full review »
Analytic10f7
Analytics and Sustainment Engineer at a aerospace/defense firm with 201-500 employees
We have Dell EMC engineers helping us out and doing some over the shoulder training. They are working with our customer right now doing data migration over to Unities from the legacy Oracle stuff. While they're doing this, they're showing people how the Unities work and the ins and outs of the software interface. It's been a really beneficial relationship. We work a lot with Dell EMC, because they are very accommodating. Our Dell EMC representative does what our team doesn't have the capability of doing yet, because they don't have exposure to the product. I look forward to seeing how it works out. Our experience recently, with newer products, has been that once they're installed, we haven't had to worry about them. If there has been an issue, like we pulled something out of a box, it's replaced within a matter of days. It's really quick. We really push Dell EMC with our customers because of the customer support. It's been very flexible. We always need a lot of data on the stuff that's purchased because we have people buying it on behalf of the customer. They are very good on the customer support acquisition side to provide that data. Also, the technical support that we get is fabulous. View full review »
Marc Mooney
Operations Supervisor at a tech services company with 501-1,000 employees
We have the Call Home feature, which is a kind of preemptive alert for us. So Dell EMC has been telling us when there have been issues. There really haven't been any big ones; minor things, maybe firmware needed to be upgraded. But other than that, it's been fine. View full review »
SeniorMa0a06
Senior Manager at a tech vendor with 501-1,000 employees
Technical support has gotten progressively worse. In the past 24 months, give or take, the amount of attention from Dell EMC support for flagship products, both the Unity platform - which replaced VNX - and their VMAX platform: Their support teams and R&D have gone down under the Dell regime. Our customer service, our support, the engineers that we get on the phone, the hassles that we put up with at level-one and level-two, didn't exist three or four years ago with EMC. We paid a premium for EMC products and you got a premium service as part of that investment. We don't get that anymore. View full review »
Helpdesk5793
Helpdesk Supervisor at a logistics company with 501-1,000 employees
We have used technical support and I would rate them a massive zero. I put in a ticket, although my preferred contact method is a call. I never receive a call. I send it to my sales engineer, my sales engineer sends it to their manager, the manager tells the guy to give me a call, and he sends me an email. That's not my preferred contact method and, even when complaining, I still get an email. Also, when I put in a ticket and say, "Here are our logs," they don't read the logs. It even says to do so in the ticket, but they skim over it. Their support has been pretty bad since they became Dell EMC. EMC used to be good. Dell has been horrible forever. I think it's going down that road. View full review »
SenSysEn2d3b
Senior Systems Engineer at BBH Solutions
We have used technical support occasionally. There really have been no issues, we haven't had it that long. But just for implementation and licensing, we did contact support a couple of times. There were no issues with it. They were helpful. View full review »
StorageA452f
Storage Architect at a healthcare company with 10,001+ employees
Technical support has always been pretty good. Customer service includes the guys who come in and replace the drives and install the system, and those guys are good too. No issues. View full review »
Dave Homp
Manager of Storage and Backup at a healthcare company with 1,001-5,000 employees
Our experience with technical support depends. That mid-range is probably not the strong suit in terms of Dell EMC support. They don't have the depth of technical experience in that area like they do with some of the other products. But we haven't had any serious issues with it. View full review »
StorageA7579
Storage and Virtualization Engineer at a healthcare company with 1,001-5,000 employees
Our local SE guy is awesome. Everything we have is set to call home, so that's the set-and-forget for us. If there's an issue that pops up, they immediately send equipment to our SE, and he comes in and replaces it. I never have to mess with it. View full review »
MahdiBahmani
Solution Architect, IT Consultant at Merdasco - Rayan Merdas Data Prosseccing
If you have access to customers service EMC is one of the best and you could benefit from the knowledge center of EMC and its community View full review »
Owen Jackson
Senior IT Systems Engineer at a aerospace/defense firm with 1,001-5,000 employees
We have only used tech support to replace drives that have gone bad. But our experience has not been so good. The biggest problem has been having the right equipment in the right category that our support people can have access to. We have multiple accounts, and unfortunately, equipment is across them. So we'll call it in and they'll say, "Well, that's not under your account," so they can't actually go in online and put an SR against it. We're working on fixing that, but that's been extremely frustrating. Once we get past it, and if they understand that, yes, we do own it, and where the site is, etc., getting the part is easy. View full review »
Lew Nix
Information Technology Manager at a non-tech company with 201-500 employees
Their support cases are all handed through the portal. The support contacts me when they need to do upgrades. It has been great. It's all very well-handled, scheduled, and performed. It's all been email-based portal cases. When they schedule remote sessions, they're on time. They get the job done and have been helpful every time I've needed them. I give them an A+ for support. View full review »
SteveBauer
Senior IT Business Analyst at a pharma/biotech company with 1,001-5,000 employees
In most situations, tech support works really well. If there are technical logs that they can diagnose and actually pull something out of, fantastic. If there aren't, if it's an abstract sort of issue, like the fan issues we're having, where they cycle every six minutes, it's taken me about six weeks. They didn't believe me that the environment was not too hot. So they sent a technician out just to make sure that I could read the thermostat, that it was 68 degrees in our office. Then, they sent someone out to reseed each component, which I had already done. I didn't appreciate that part because I did some of those basics. I did exactly what they had said on the phone. The third time, they actually replaced some components and the fourth time they just sent the components to be replaced. It appeared to work, the fan issue did appear to go away, but it came back a couple of weeks later, after an update. I'm not sure if it's update-related, but it came back. View full review »
SeniorIT4792
Senior IT Analyst at a pharma/biotech company with 1,001-5,000 employees
We called them and put in a service ticket on the power supply issue. We tried a few things and then they sent us another one, but other than that we haven't had any issues. They've been easy to work with. View full review »
Anthony Dominguez
Infrastructure Team Lead at a financial services firm with 1,001-5,000 employees
We haven't had to use technical support. View full review »
David Cruz
IT Manager at a energy/utilities company with 10,001+ employees
The team that we got to help us implement it were spot on. They really did do a great job. There were a few cases where we had to pull in some more experienced guys for the networking aspect of it, for the NAS, as there were some issues. But everything else was spot on. View full review »
DeputyCI6143
Deputy CIO at a insurance company with 1-10 employees
Dell EMC technical support is very good. I would rate them a 10 out of 10. They take you by the hand and walk you through every issue. They explain the issue and follow up on it. Whenever we need help to service the system or apply any upgrades, their customer service is good. View full review »
Michael Silvestri
Assistant Administrator at a tech services company with 10,001+ employees
We had a year's worth of support from them when we first bought it. They were very responsive, whether via email or phone calls. We could get a tech onsite if we wanted to, to help us with the installation. View full review »
Gopal Venkatraman
Senior Infrastructure Architect at a leisure / travel company with 1,001-5,000 employees
If there's any issues with a hard drive or any other hardware components, Dell EMC is contacted, then they will call us back to schedule to get into the data center to replace something. This is all virtual. Support is not a problem, because it's automatically taken care of. Only thing we have to do is to give them access to the data center to go do what they need to do to fix it proactively. View full review »
Rob Koper
Senior Storage Consultant at a tech services company with 201-500 employees
I'm certified myself. We have certified colleagues. But we use technical support. The problem is that some of the time we are more knowledgeable than them. View full review »
NetworkAf069
Network Administrator at a construction company with 201-500 employees
We've used the technical support. They've been great. They have a good system to alert you when there's an issue. They've been quick to get us the drives that we need. View full review »
LeadManab259
Lead Manager at a tech services company with 51-200 employees
The support that we get for Dell EMC storage has been fantastic. View full review »
Solutionb443
Solutions Architect at a tech services company with 501-1,000 employees
I have not used the technical support myself because I'm the architect building out the solution. View full review »
David Silberhorn
Senior Systems Engineer at Midland States Bank
Support was responsive. View full review »
SeniorDi1276
Senior Director at a manufacturing company with 10,001+ employees
Thankfully, we haven't had to deal with technical support yet. View full review »
CloudEnga630
Cloud Engineer/System Administrator at a aerospace/defense firm with 10,001+ employees
We have not had to use technical support. View full review »
Rolf Colmer
IT Engineer at a healthcare company with 10,001+ employees
The technical support is good. View full review »
Mohammed Mahrous
Storage Support Manager at Alinma Bank
Dell EMC has one of the best support organizations, worldwide. We have multiple vendors, but Dell EMC is one of the best. Regardless of whether it's Unity, VMAX, etc., it's fine. We have had very special support from Dell EMC. View full review »
Sys32189Eng3
System Engineer at a manufacturing company with 10,001+ employees
The technical support does alright. View full review »
SeniorSy58bb
Senior System Engineer at a healthcare company with 1,001-5,000 employees
We haven't had to call technical support. It has been a pretty solid product. View full review »
VpIT6a0f
VP IT at a manufacturing company with 1,001-5,000 employees
Dell EMC, generally, is good from a technical support perspective. We really never have issues. View full review »
StorageS9b07
Storage Solutions Architect at a healthcare company with 10,001+ employees
Technical support has been good and responsive. They know how to fix an issue. View full review »
Engineer754c
Engineering Manager at a tech services company with 1,001-5,000 employees
Dell EMC's tech support is awesome. We've used both onsite help and remote phone support and I have nothing but great things to say about them. View full review »
NetworkE5be0
Network Engineer at a tech services company with 201-500 employees
The technical support is really good. I can open up a chat support session with them, then they can either resolve it or turn it into a ticket. View full review »
Jonathan Pierce
Senior systems program at a healthcare company with 10,001+ employees
I haven't used technical support. View full review »
HeadOfITa385
Head Of IT at a financial services firm with 1,001-5,000 employees
Dell EMC is actually one of the strategic vendors we work with, so they have quite a big presence at our bank. We meet with them at least once every two weeks. View full review »
SystemsA06db
Systems Administrator at a energy/utilities company with 1,001-5,000 employees
Good tech support. We can usually get a parts dispatch without too much fuss. View full review »
Eia646c
Enterprise IT Architect at a tech services company with 51-200 employees
The technical support is good. View full review »
Sanjy Kumar
IT Infrastructure Manager at a manufacturing company with 10,001+ employees
We have had good experiences with tech support. View full review »
Administ7d49
Administrador Almacenamiento-Respaldos at Exito
Dell EMC has good technical support. We haven't had to use it for this product, but we have use it for other products and not had any problems. View full review »
Jacob Christensen
Tech consultant at KMD
The technical support is very professional and provides quick responses. When using the callback function, we found it to be good. It is also good for creating cases. I haven't experienced anything bad with the support yet. View full review »
Engineere566
Engineer of IT Operations at a consultancy with 1,001-5,000 employees
Dell EMC technical support is pretty quick. View full review »
IT1c5b
IT at a manufacturing company with 501-1,000 employees
The remote support is excellent. We had a case automatically opened last night, and it is being handled. View full review »
SystemsEbdd4
Systems Engineer at a financial services firm with 501-1,000 employees
The technical support is good. However, the support portal needs fixing. Accessing a service request on the support portal seems to be a bit difficult, as opposed to just calling the 800 number. I do think it has improved over time. View full review »
Solution672f
Solution Architect at a tech services company with 201-500 employees
The technical support is good. View full review »
NewTechn7485
New Technologies Director at a tech services company with 5,001-10,000 employees
Technical support is good. View full review »
Learn what your peers think about Dell EMC Unity XT. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
419,052 professionals have used our research since 2012.