EMC technical support is great when you get the right resource. Like any other support center, they have levels of support. Level 1 is an entry level person that is learning more about the product and sometimes is new to the company. The Level 1s are great for simple questions or issues. When you face more complex issues, try to ask them to escalate the case to the next level. They need to justify the reason to escalate the case, so the more information that you can provide the better. Level 2 and Level 3 are more skilled and have more experience with the product. Level 4s are the subject matter experts, they know the product well and understand issues and interoperability with other products.

A great added benefit is that you can add your VNX to the ESRS gateways. When a problem arises, EMC could connect to the array directly and start troubleshooting the issue before you get in to see what is causing the problem. This activity would generate a support request, and the EMC Technical Support Engineer could contact the person included in the system by either email or phone and let him/her know of the issue that the array is facing. They would not make any changes without your written authorization.

Customer Service:

EMC's customer service is excellent.

Technical Support:

Their technical support is great. They have been able to quickly help when I have encountered any issue with this platform.

Two out of 10 for overall technical support. Simple hardware issues like failed drives were promptly dealt with, but performance issues were treated like mysteries even by tier 2 support and engineers. This went on for over three years. We had to use our own team to prove to them, with their own tools, what the issue was in the NAR files.

I would rate the technical support a 10/10.

Customer Service:

Customer service is top-notch with a dedicated sales and technical resource who are familiar with your environment and spend a lot of time understanding your business needs.

Technical Support:

EMC technical support is top notch when utilizing the ESRS appliance which sends critical alerts directly to EMC. Failed drives were replaced without any input on my end, sometimes before I became aware of the failure. Support can also remote in and perform code upgrades.

We have received excellent support from EMC and now Dell.

All experiences with tech support have been positive. It was never problem with product itself, mostly configuration issue caused by the integrator or client. They worked through it.

Technical support was on a par with typical EMC. In other words, not the best and not the worst.

Technical support is very good.

One thing I would like to explicitly mention here is the EMC support. It is by far one of the best supports you will ever get in comparison with any vendor. The Live chat option gives it an extra edge and the technical support is always top notch.

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

Technical support gets a rating of 5/5.

Dell EMC support is good, but expensive.

I don't like the way EMC's Powerlink support is behind a wall. You need to register an account, and join that account with your product serial numbers to open up the support pages and downloads for your products. As a consultant, I find that far too restrictive.

They are very good if you engage with them, so very high.

EMC customer service has always been spot on. Any issues we have are dealt with right away.

EMC has great online support and tech support over the phone. Their knowledge base is pretty easy to use and updates are easy to find.

It's satisfactory. This company really care for their customers.

So far, we have had a response to all our queries from tech support.

A nine out of 10.

Technical support was fantastic.

Technical support is a nine out of 10. It's fast and always fixes the issues. It would be a 10 out of 10 if sometimes I wouldn't have to tell Level 2 support how to navigate using Linux commands. Level 3 is good though.

Technical support has superb response times and expertise.

I would rate the level of technical support as very good.

Our TAM is great and acts as a liaison for us with EMC.

9/10 - we get immediate support from EMC.

9/10 - we get immediate support from EMC.

It's great.

It's great.

Technical support is excellent, but somewhat slow in the African region.

EMC technical support is good in India. They meet the SLAs well.

The specialist are a 10 out of 10. Unfortunately to reach them, it could cost you hours on the phone.

Customer service does respond on time.

Technical support is good.

We do use technical support and it is always good.

The best tech support we've had has been from EMC.