While Dell's technical support is readily available, navigating it to reach the right specialist can be quite challenging. Conversely, the support for VxRail is exceptional. This is due to the dedicated team of highly skilled technicians and support engineers who specialize solely in these products, guaranteeing a superior level of service. It's important to note that these specialists may not be located in Germany, but rather in the UK, Ireland, or elsewhere globally. However, this ensures access to a wealth of specialized knowledge.

Their support is optimal.

Technical support overall is excellent. It was a seamless process. We were very successful in the implementation. 

I'm really pleased with the technical support because it's centralized. It's not just VxRail support, it's hardware support and vSAN support, VMware support. If I call Dell for any problems relating to VxRail, I don't have to call anybody else.

In any case, if we need VMware engineers, it's just a matter of internally bringing somebody on the call, and then we figure it out together.

We create tickets for support. We are using the Dell portal and if we have any problem with VMware or hardware, we just create a ticket with their support. We do not need to go to the vendor hardware, or we do not need to go to VMware. We can contact them through a single point.

I would rate their support a ten out of ten because once I created a ticket in the afternoon and in about half an hour, I got an email from someone about the problem. He wanted to have a phone call with me. I appreciate it.

The technical support for this solution is very good. I would rate them an eight and a half. 

The automatic creation of support tickets Whenever an issue arises, ESRS and VxRail are present and automatically forward the complaints to Dell. These are fantastic features.

Technical support is not very good, but it's not bad.

The technical support is phenomenal. I'd give it five stars. They are very responsive and knowledgeable. We're satisfied with the level of service they provide.

Their support works very well. We have had problems with hard drives, and we have an NDA. They came and changed them perfectly and quickly. They take one business day.

VxRail's support is excellent. I would give them a nine out of ten.

The technical support is good, and I would give it a nine out of ten.

For any phase-one issues, I would first go to the integrator. I can escalate straight to the vendor if I need to. So far, our experience with the integrator has been very good. We have no complaints. 

VxRail comes from Dell and they have a one-stop service. You can work with Dell to get everything solved. Any issues in hardware or in software, whether it be VMware related or Dell related, everything is done by one team from Dell. The support aspects of the solution are good but it carries a price. We're happy to pay the price if we get that level of service.

One of the most valuable aspects of the support is the knowledge of the people and the speed at which they respond. If you have a problem and you phone them up, they immediately have the experts at the end of the phone to assist. If there is a problem they come in and fix the problem quite fast. If it is more difficult they will spend the time that is needed to solve it. They have helped us out of some heavy situations we caused ourselves. The support is very good.

The support that they offer us is why we purchased the solution.

I am very satisfied with the customer support.

In the beginning, support wasn't that great. However, it got a lot better after a few calls and meetings. 

We have only needed to utilize support services once or twice. We have not encountered any major issues. Additionally, when we did require support, the response was immediate, and our requests were promptly addressed.

It was a little bit complicated at the beginning because there were two products. There was the software part, which is VMware, and there was the VxRail part, which is the equipment. Afterward, the support became one, and we had only one contact who could answer our inquiries and help us when we had any problems. Their support is very good. It was just a bit complicated in the beginning, but it got sorted, and it has been fine since.

They listen to our feedback, and they have managed to improve on all of that. I would rate them a good eight out of ten. The issues we encountered were more related to the product than the support.

We've dealt with technical support in the past. We dealt with HP, IBM, and Cisco a long time ago, and we find Dell works hard for us. Their service levels are very good in comparison to other organizations. We're quite satisfied with their level of service.

The solution's technical support is good.

Overall, the support is good. But sometimes, it takes a long time for the support to respond. 

The support for this solution is really good. I always use the chat medium because it is easy to open a ticket and get assistance. 

I would rate the support for this solution a ten out of ten. 

I haven't used Dell EMC support. My colleagues made a ticket with Dell EMC one year ago, but it's a strong solution. When we have an issue, it's usually not a problem with the hardware solution or the infrastructure. We more often have issues with the system close to the baseline solution, like the VMware app or Zoom. When we have trouble with those solutions, we make a support ticket with VMware support, etc., not Dell support.

In general cases, technical support is good. They're pretty responsive. But besides that, there have been some issues with the cluster. For example, the version that we deployed had some bug which was a known bug. Later on we were advised to get this upgraded. But that advice came to us after two or three reassignments within their own IT section because one person evaluated it and they collected multiple logs. Then he transferred the case to somebody else, then she then collected some further logs and did some analysis. I'm not saying they were not good. They were pretty good. They had some good technical skills. They did all the analysis. Then they assigned it back to the IT guy. But as soon as the IT guy came in, he saw the version. He immediately said we have to update it because this version is having some known issues.

I would say they are pretty good. I'm not complaining about them, but this is the feedback that I personally have - that technician should have come in the very first place by just looking into the VxRail version and told us there is a known bug in this version and we should upgrade it. But that took almost two or three weeks to identify.

But still, I'm happy with the Dell services. No complaints. But just constructive feedback. The rest are good.

They are always helpful. If we join the call, they are very polite and knowledgeable. They bring more people as required, so overall, it's good.

Technical support is very nice. I think it's the best support that I have tested because I have some other solutions with HP which were okay. Before we had VxRail, we had a solution that is called Simplivity. I didn't like it very much. It was a two-node solution. It was very bad. We had some issues with both the support and the solution, so we had to change it.

Dell's support operates with the precision of a well-oiled machine. The proactive insights gleaned from Cloud IQ equip their technicians with the foresight to anticipate and address potential issues before they even manifest. This proactive approach has been a game-changer for us. In the rare instance where hardware malfunctions, their rapid response is truly awe-inspiring. Having new equipment at our doorstep within three hours is a testament to their unwavering commitment to minimizing disruptions and maximizing our productivity.

The customer support team for this solution are very good at responding to cases. I would rate them a nine out of ten. 

I have been in contact with technical support and they are excellent. I would rate them a nine out of ten on support because there is always room for improvement, but they do a good job.

Sometimes, when passing on tickets to other techs because people leave on vacation or for other reasons, they don't follow up quickly enough in my opinion. I have found that sometimes, I've had tickets open and two days later, I don't hear anything and it's because the person was out and nobody else took over the ticket. Other than that, they are on point.

Their technical support on offer is better than other products on the market.

Their support is superb. Because of CloudIQ and the proactive approach of Dell, the support for customers is top-notch. We had new hardware or replacement parts on-site within three hours. 

I would rate their support a nine out of ten. I do not have a problem with English, but if you want to get support in German, it is a bit more difficult. It used to be easier. It is not a dealbreaker, but it would be nice to have. We are doing great with what we have, but it would be an advantage if from 9 to 10, there was a German-speaking support person. For example, when we were upgrading from version 7 to 8, it would have been nicer to be able to converse more fluently with someone, but that is more of a problem on my end and not with the support.

I don't deal with them. I am more on the presales and delivery side. I'm sure there are challenges around that, but I'm not aware of any concerns at this point.

I haven't had a need to call tech support. One of my coworkers has, and it seemed to go well. I was not the one who took lead on that call. I can't advise on if they are knowledgeable or responsive. I don't have direct experience.

I would rate technical support as a 10 out of 10.

Whenever there are any technical or hardware issues, we contact Dell. They will attend to us immediately. On a scale of one to five, I would give them a five.

Initially, they had a lot of issues when I bought it as they were understaffed. So, it was a little bit hard to get support. But now, a year and a half later, it's so much better and very good.

Dell EMC support is very, very good. They offer lots of useful information and are very friendly. We find them to be helpful and supportive. We're quite satisfied with the level of service they provide. They offer very good after-sales support. YOu can even invest in premium support.

The technical support is good but could be better.

Technical support for this solution was very good, professional, and they had the skills to get it implemented.

We've had a good experience with technical support.

The support mechanism of Dell EMC offers a very quick response. They give us the attention we need when we say there's an issue. The engineer will come online immediately and provide support. We've been quite satisfied with their level of service overall.

I've contacted Dell tech support on many occasions for VxRail. I always put in a case with Dell on all the service tags of the nodes before taking on any support mechanism. I recommend starting that process early. One of the main reasons we put in a case is to do some maintenance or make some changes.

We always consult with Dell on best practices initially. It helps to provide them with as much information as possible about the health and wellness of that initial cluster. It generally depends on the service agreement you get from Dell, but we'll get a response in five or 10 minutes after putting in that initial case.

I've never had problems with Dell support, but I always recommend pro support from my customers and organization. Depending on the size of your organization and how much Dell hardware you have, they'll assign a technical account manager to your team or to the Dell team, so you always have a consistent point of contact if things don't go as planned. That's helpful if you have a technical account manager assigned to your organization.

The technical support is very helpful and answers questions whenever we have issues with the product.

The technical support needs to be improved, and I would give them a six out of ten. They could assign more digital architects to the support team.

I don't have first-hand experience with technical support. We have a support help desk. Clients can call in and we help them with VxRail. I've never had to contact their support for help with any client issues.

I haven't used the technical support.

In the beginning, we had to put in a lot of requests with their technical support. Now, we have fewer tickets. The support is okay.

The technical support for this solution is great. I would rate it a ten out of ten. 

Dell's support in Turkey has helped us so much in the project, especially the salesperson. He supported us so much, and we are so appreciative.

We did contact technical support. In the beginning, we had some tickets with them. They responded well and were very helpful.

I do not have any direct contact with technical support because I am not doing the product delivery. If the technicians have some issues, they have to make the contact. I have not heard anything bad or good about the support. That suggests it is good.  

Customer Service:

Our customer service is outstanding. As with many Dell EMC accounts, there is a primary person assigned as our account representative. He maintains regular contact and interaction to ensure we are not only satisfied with our VxRail, but also our other Dell EMC solutions.

Technical Support:

The few times I have contacted technical support they have always been very responsive. I have never felt as though it was a low-level support person, reading a script. They all seem to have been top-level support individuals. As with other Dell EMC products, the appliance includes an ESRS gateway, so they have the ability to remotely access (if allowed) and proactively address issues that may occur through the dial-home service.

Customer support has been good so far. It's possible the good service is somewhat related to the license agreement we have, I'm not sure. 

How useful technical support really is in terms of solving the issue at hand depends on who you get. It's not only at Dell EMC. It's at Fujitsu, it's at HP, at Lenovo. It depends on which person you get on the other line of the phone. Sometimes it's great and there's no problem. Within a few minutes, the problem is solved. Sometimes you have to wait for the second or the third person that you get to be able to know what the problem is and be able to help you solve it.

The technical support is not so great. They had the VMware personnel trying to help us out. We had some issues on one of the rails, and it never got resolved. It is just one of those things on the to-do list. 

They were walking me through some of the diagnostic stuff, and it was clear that they had no idea. I ended up sending five different sets of logs to their FTP site, and there was no resolution. After I sent the last set of logs, which was right over Christmas break, they were like, "We can't keep this ticket open for two weeks while Dell EMC goes offline at the end of the year." 

This just something I haven't picked back up yet. Thankfully, it's not a production critical piece of equipment right now. However, I would love to figure out how to do a factory reset and start from scratch. This was from version 6.0, and I've got reservations with anything lower than version 6.5.

I haven't had any experience with tech support because I'm in presales.

The technical support is very good, DELL is known for their great support.

I have not dealt with technical support from VxRail yet. We have not had any issues.

The support was very fast at responding and resolving issues in all the tickets we created with them.

If there are any issues, we just open a ticket and are connected with an engineer who helps us solve the problem.

The technical support from Dell was very good.

Technical support is good.

The first layer of technical support is not well equipped to help you identify the root cause of issues. However, the second level is. 

There is room for improvement with the first level of technical support. 

Our engineers deal with any support issues we may have.

They provide good support. You can reach them, especially if your system is at ESRS, EMC functional support. You can just chat with one of their technicians. They collect the logs and discover the issue. It takes almost a couple of hours from opening the ticket to resolve it. They are very good.

The hardware replacement takes 24 hours. They have their own stock here in Egypt.

We have used technical support for disk replacement.

It is a very expensive support, so it is logical that they will assist you quickly, but in the end, for the resolution itself, in many cases, you go around 1,000 times. You waste a lot of time, and they do not find a solution right away.

Technical support has been very good. We're very satisfied with the level of support they give us.

Dell's EMC technical support is very good.

For the moment, the support is okay. 

I don't interact with their technical support.

So far, the technical support has been pretty good. We actually worked with a third-party who worked with Dell on the vCenter problem we had. So far, they seem knowledgable and responsive. We're satisfied with the level of service our organization receives.

I have used technical support several times. I have two tickets open right now. They are usually pretty responsive. They know how to grasp and gather information. They do a lot of back and forth emailing. Sometimes I have to request a Webex so I can see what's happening. They tend to go back and forth for days.

I've dealt with technical support. I'd give them a ten out of ten.

VxRail's technical support is very good.

We're quite satisfied with the level of technical support provided. They're great. They're knowledgeable and responsive. There's absolutely no issue. It's a single point of contact for support for any issue whether it is VMware or any kind of hardware issue.

Dell EMC support is very responsive and helpful.

I have not been in contact with technical support.

I have not used technical support. I've just been going to technical training as a partner.

I have never used the technical support.

The experience with Dell services and support has always been good as it is one of the best value adds when providing Dell solutions.

Ecuador is a small market, so we do not have much access to local tech support. There are a lot of local commercial channels and partners, but not so much technical support. I think we only have two or three channels. 

Their technical support is very good. It is 10 out of 10.

I have contacted them many times. The best thing about their support is that there is single support for software, hardware, and networking.

We are experiencing some issues with Dell's live-chat support as the support is different based on the support included with the hardware. If you're on a basic plan, there will be some challenges. We're hearing this from our customers in Gulf countries, third-world countries, and even second-world countries. They also face some challenges due to international time zones. There should be online support everywhere, not limited to specific geographical locations, it's limiting. Other companies are not doing this. If you compare Dell with HP, that's not the case. With HP, whenever you have a problem, despite the hardware, you get premium support. With Dell, communicating with support can be a challenge.

We've never had to reach out to technical support, not have our clients. We have an SLA, however, we really don't have many requests as the solution works very well.

VxRail support is okay, it is not better than Nutanix.

Dell support is proactive. I'm happy with their support. They're active and supportive.

We were satisfied with the customer service.

The technical support of VxRail is good.

My experience with the technical support for this product has been good.

We had one node that failed, and the technical support was very good about helping us.

Dell support is fine. It's on an expert level. They are well aware of all the technical to-do's with the product. They are very skilled.

They are always in touch with us doing whatever they can.

Technical support has not been needed.

We didn't have any issues with technical support.