The technical support has been really great. I have never had a problem that they were not able to get to the bottom of pretty quickly.

I would rate support for this solution a six out of ten. A few years ago, I would have rated it an eight or nine out of ten. The biggest challenge is responsiveness and getting to speak to someone who really understands our challenges. 

The support team is highly supportive, responsive, and efficient in providing solutions.

I've dealt with technical support in the past. They are helpful. We've worked with a local engineer, and he has been helpful and responsive. 

I rate Dell EMC support 10 out of 10. They respond rapidly and do a good job. When I have an issue and need technical support, I reach out to them either through chat or by submitting a service request, and the response is good.

Dell Unity XT offers reasonable support, but due to political reasons, my company is under sanctions, so I rate it five out of ten.

I would rate technical support at eight out of ten.

I've never dealt with technical support in the past. 

The technical support for this solution is good. I would rate it an eight out of ten. 

Their technical support can be very good. It depends on who you get, but that's how it's with any support organization. The individual makes a difference, but generally, their support has been pretty good. The only thing that I don't like is that you sometimes have to wait to get to a support engineer, but they've gotten better at that.

Our company handles software issues but uses technical support for hardware replacements. 

Due to sanctions in Iran, I am not permitted to contact technical support directly but must submit issue tickets through authorized agents. I am unable to rate technical support because I do not have direct access to them. 

The initial support for the second job from PA in Vietnam is highly commendable and competes well. Moreover, my NDA has proven to be exceptionally effective.

The solution's technical support is very good. We haven't faced any issues with the support team. I rate the technical support a nine out of ten.

The support from Dell Unity XT is good. They actively monitor the units. They have called us up when they have lost connection to one of the units to then take action. We have not had any issues to have needed to contact the support directly.

I rate the support of Dell Unity XT a nine out of ten.

I would rate technical support a four out of five. Technical support is good.

The Unity technical support is very good.

The technical support is good and quick.

I would like a little faster response, but I don't think that their response is really that slow. They respond fairly quickly, at least fast enough for most issues. If it was an emergency issue, it might be different, as they probably would move it up the ladder anyway.

The technical support does alright.

Technical support is excellent. They have rapid response teams, ESRs, and the EMC account managers are always available.

The merger between Dell and EMC caused some issues with support tickets not getting assigned properly. The last few months the support has improved.

I would like it to be a little bit easier to contact support. We can contact support, but we have to go through a phone tree. We get routed to different places. I might call support to say that I need a drive replaced and get transferred to three different groups before I get to the group I actually need.

Once we are able to get in touch with someone, and we have an engineer working with us, it's great the way they follow up. They constantly keep in touch with us whenever we have issues. They help schedule any type of upgrades and get them implemented. Overall, support has been very helpful.

And anytime there are notices of updates and upgrades, support keeps us involved and engaged.

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.

Dell's support is responsive. 

The technical support team from Dell EMC Unity XT has a proactive approach. We don't need to worry about what is going wrong we have them to support us. We have not to need to contact them frequently. They contact us in case of any alert that comes.

Thankfully, we haven't had to deal with technical support yet.

I have not used the support from Dell Unity XT.

Dell's technical support is great for 99% of things.

There have been a few problems but I understand because the product was not mainstream. The unit was an FS8600 and there were only about 12 people in all of North America who knew it well. That's why we got rid of it.

Overall, I would rate their technical support a nine out of ten. I don't give anybody a ten because there is always room for improvement.

We haven't had to call technical support. It has been a pretty solid product.

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.

I rate technical support from Dell Unity XT a nine out of ten.

I would rate the customer service for this solution an eight out of ten. 

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.

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.

Technical support is good.

In the four years that we have used this solution, it's been good, and I would rate technical support a five out of five.

It is simple to create a ticket, and they have good skills. 

I have the highest level of support for our mission-critical operations. 

It's very fast with good skills.

I am happy with the technical support.

We needed to contact technical support in regards to an IAS error in automatic services. We didn't have any issues reaching them or getting the help we needed. So far, we've been satisfied with their level of service. They seem knowledgable and responsive.

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.

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.

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.

We have not had to use tech support often, beyond the normal occasional drive, standard part replacement. The support has been good.

We only used technical support during the installation. When we installed it, we had to fix some things with support. But after that, we have not needed to use it. DELL EMC support works really well with EMC storage systems.

With the new support options offered with Unity, this support is always offered on a 24/7 basis (if the customer allows it, the system will be permanently monitored for issues). In this case, the system will be “two-way” connected remotely to Dell EMC proactive support via an ESRS gateway. Now, with the option to add a feature called “CloudIQ” that consists of an online portal offering (totally free, without additional fees) to access online and watch the system health and behaviour (in real time, from a customer point of view).

The technical support for this product is fine.

We did not need to contact their technical support.

The technical support is good.

We had a licensing issue to do with encryption but, other than that, we have not had to use tech support. It took a little bit, support had to get it into our ELA. It worked out in the end.

Technical support is very good. The response from technical support was very good.

I would rate Dell EMC support seven out of 10. We had to follow up a lot. We sent an email beforehand, so they knew the model and everything about our environment. We expected them to do better homework and engage with my team. If they had done the implementation like that we could have saved a lot of time. That is why I rate them seven and not nine or eight.

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.

Technical support has been good and responsive. They know how to fix an issue.

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.

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.

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.

Before you can get support for Dell EMC Unity XT and other Dell EMC products, you have to spend time looking for the service tag number on your product, and this is a process that makes it difficult to access support, but once you gain access, they'll provide you with very good support.

Dell EMC, generally, is good from a technical support perspective. We really never have issues.

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.

Technical support for the solution is good.

The support from Dell Unity XT is good.

Dell EMC's technical support is perfect.

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.

The role I'm in, I'm not directly calling EMC for support. I did, for years, but I haven't with the Unity platform. I do get to handle a lot of our customers, any kind of challenging scenarios, making sure that my resources, my technical resources are responding, are as responsive as can be to our customers. 

I know from my group of technicians who support our customers, and from our customers, that the tech support has been very, very solid on the Unity platform. I won't say it's perfect across the board for all Dell EMC products, but primary storage, the traditional EMC - the VNX rolling into the Unity platforms - has been stellar.

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.

Support was responsive.

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.

I haven't used technical support.

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."

If any issues arise, you can always contact a professional from Dell. However, we don't have any support problems because it's a great product. Also, we know everything about the product.

Dell's technical support is at a very high level, though it's not quite as good for organizations outside of Europe.

We are satisfied with the technical support.

The support that we get for Dell EMC storage has been fantastic.

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.

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.

There is a lot of room for improvement on the support side, because of the response time. I'm giving the customer feedback. Customers are coming to me as their architect, as a level-1, level-2, they're asking me. The response from the EMC is not there yet. We are sending the same feedback back to EMC, to improve the support line.

10 out of 10. One of the most important criteria in our purchasing decisions is the technical support. DELL EMC set the benchmark for us by which all other vendors are compared.

They have always met their stated service levels and have never let us down. They always follow up to make sure everything is OK.

Very good.

I would give them an eight out of 10. They are knowledgeable and solve my issues in a timely manner.

I would give technical support a rating of 9/10.

Technical support was good. I can create a case online or have a chat with an EMC support engineer.

The support from Dell EMC Unity XT is very good here in South Africa. It is important for us. 

The technical support is good.

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.

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.

Tech support is very good, very efficient.

The support is still going through its growing pains right now, with the merger of the two organizations.

This is an interesting question; how to gingerly talk about it? I think in the past, I've always been able to call - I have the phone number memorized, I've called it hundreds of times. I know there has been a lot of work on it. Dell EMC is starting to transition back and put more thought into their support.

I would give it an okay rating. I think there is headway that needs to be made as compared to competitors out there, to be honest with you.

It is not the most responsive support, we have a Service Account Manager and reporting in place now and keep the pressure to get answers. They have very bad post-bug/incident follow-up. 

==> Review 01/2023

Not the best partner to announce they face a major issue and inform their customers about a major or critical issue. You have to pretty much dig in yourself and read the release notes of every new release. CloudIQ should announce and enlist the criticality of what has been observed in the wild. If you see this on this specific product, you can bet that all solutions pertaining to this same midrange range suffer from the same policy. I can only hope VMAX/PowerMax are more high-end and are not touched by it.

The first level support from Dell I was not happy with because as a technician I needed to get the second or third level support. However, the level one support was able to pass me over to the right technician and I received the solution pretty fast. The support overall was very good.

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.

We haven't had to use technical support.

Good.

The support for Dell EMC Unity XT is great.

Dell EMC technical support is pretty quick.

I have not personally worked with the tech support, but the engineers who installed it have worked with EMC's support. It has been very good. EMC has at times reached out to us, flagging that they have noticed a problem with some of the array configurations. That level of support has been very good. 

I would give them a rating of "11/10".

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.

Technical support was helpful. I would have appreciated it if it were a lot faster, but we got a resolution for our issue.

My colleague did a firmware upgrade recently and that went well. I would say that was a good experience with tech support.

Tech support is knowledgeable. We get the answers when we need them, they get us back up.

I think the support from Dell EMC has improved greatly from what I received from EMC before they were purchased. They have been very responsive and very helpful.

On a scale from one to 10, I'd probably give EMC customer support an 11. It's been really good. We do have premium support, which means if we have a problem, it gets solved really quickly. 

At one time, we had an issue with multi-protocol storage which was solved in about two days. It wasn't even that critical. It was something that was in testing, and for testing purposes I got it solved in two days. So, customer support has been just marvelous, splendid.

I have not used the technical support myself because I'm the architect building out the solution.

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.

We have not had to use technical support.

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.

Tech support is good. Just like most of the EMC products, there is a knowledgeable staff.

Before they do an upgrade, our customers will talk to us and they will also talk to Dell EMC support. From what I know, our customers are very happy with the support they receive from Dell EMC.

Tech support is good. We've always had our struggles over the years with their support. I characterize their level-one support as being somewhat questionable. But if stuff hits the fan and you have to get up to level two or three, you have a priority-one, they always come through.

I would give technical support a rating of 7/10, given recent issues that arose.

During the merger process with Dell, many of the cases were handled out of India with less expertise than in the past.

The technical support is good. Opening the ticket, the management of the ticket is good. However, when we have to use or change parts, it can be more difficult because of the customs rules of the disposability and availability of the parts. We have problems delivering them in the time the parts are needed in some cases.

The remote support is excellent.

We had a case automatically opened last night, and it is being handled.

So far technical support is very reliable, it's very good that way. We haven't engaged tech support so far, but when did the deployment we did have Dell EMC come in and provide deployment services, and that went through pretty well.

100%. They are very accommodating, and it is easy to contact them.

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.

We have only had to use technical support for firmware upgrades. They are helpful.

Support has always been good. Support, service, all of that, has been good. The guys have been knowledgeable, they know what they're doing. No issues.

I would evaluate the technical support as doing pretty well. I have never really had an issue with Unity's support.

The support is very reactive.

Technical support is very good.

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.

We've used technical support but it wasn't Unity's fault, it was the customer's. The tech support is very good.

Technical support has gotten worse since the merger, for example, response time to SR creation. And mainly, if I ask for a solution, they'll send me a white paper and say, "Here, just do it, here's a KB article." They seem to be more hands-off, and they just want to let the customer or the partner deal with it.

Another big thing that is somewhat upsetting is that they got rid of partner support, installation support. We really liked that. Being a partner and installing, if we run into issues while on site, with doing any type of work, we don't have a number to call anymore, a direct line. We have to go through the same process, and that process is terrible, still.

From my experience, EMC provides good support, and Dell's service is very good. It is simple to call technical support and they immediately respond.

With EMC technology, you don't really need support. We have been dealing with EMC for 14 years. We were the first company in Costa Rica to use EMC. We have 14 or 15 devices and we no have problems with this technology.

My technical personnel have implemented different fixes or upgrades. I have good internal technical support in my company.

Technical support was pretty good. However, the Dell/EMC merger has been challenging across the board.

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 

Technical support is good.

We've had to use very little tech support, but so far it has been fine. Mostly we had some assistance with it during setup and haven't needed it since. When we needed them they were there for us, helpful, on schedule.

The support is very good.

Technical support is pretty good. It always has been. In Peru, we have a senior engineer that has been with the company for 32 years. He has a lot of knowledge. We have three field engineers. For a small business, like the Peruvian one, it's more than enough, because these machines never fail. You just turn it on and that's it.

Since Dell took over EMC, the support has been very bad. Before, the support was fine. Now, the support is slow or they don't react.

As a partner company, if EMC does not react immediately, it is not good. Because if there are any issues with the customer, then we need assistance. However, it is getting better and could be better.

Other than upgrades, I have not had to use tech support. When I have had to do upgrades, they have been responsive, and easy to get to.

EMC technical support is great. With support, chat works well to talk with someone about any kind of problem. The only problem is some support agents take a lot of time to understand your issue.

We have had customers reporting issues with slow responses from the support team.

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.

Technical support is typically very good. The only issue is, where our products are located. it's hard to get technical support in there. Only certain individuals can go in there, so finding that right, cleared person is sometimes a challenge.

Technical support is five stars out of five. Every time it has dialed home for any of the issues that we have, so far we have seen very good support from EMC.

The new upgrades, the processors get changed, a new box comes in, there are new security vulnerabilities that the security team will ask us to analyze; those are the issues where we ask support for that information. We get a response pretty quickly.

I would give technical support a rating of 10/10.

Our customers have only had to use technical support for replacing drives and things like that. When they do, they are able to get through to the right people and get the help they need.

Dell is far worse at support than EMC was. It headed downhill fast.

As I said above, when you call, their support is a little light on the "tech. Sometimes you get the correct people. Sometimes you don't. I'd give tech support a four out of 10.

Good tech support. We can usually get a parts dispatch without too much fuss.

They have been helpful and knowledgeable.

The technical support is good.

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.

Tech support has taken a downturn since the acquisition, and that's not just for the Unity. The skill, the people, the engineers, some of them have been let go. Their talent has been let go, so the overall support is another challenge we're dealing with on an ongoing basis.

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.

Technical support has dropped off over the years. It is what it is. It is probably a seven or eight out of 10. It is difficult to find the right person. 

Low.

Sometimes our customers use tech support but, generally, tech support is in order.

Tech support is very good. We haven't had many of serious issues, and the issues we have had have been dealt with very well.

I think I called once, when I deployed the first box myself, to validate whether the setup was correct.

And also with some call-back issues, the ESRS. We had some issues with that, the call-back support. Whenever a box encounters an issue, we automatically contact Dell EMC and log a call automatically. This function has proven somewhat problematic. But it doesn't affect any of the normal day to day operations of it.

Overall, it is very good.

We have had good experiences with tech support.