Comments on: Uh-oh, iTera-Vision merger causing support problems?

By: Kenneth Neumann

Kenneth Neumann — Wed, 08 Aug 2007 05:41:25 +0000

Tim. Did anyone help you?? If not, could you please call support management and get this escalated. I will be glad to help you right away, including tonight if you happen to read this. Thanks. My extension is 157 or email me.

By: Tim

Tim — Tue, 07 Aug 2007 14:17:46 +0000

iTera/Vision Solutions tech support continues to “smell”. I had a bad experience with the iTera install team until I finally got someone knowledgeable. That person’s position was eliminated recently.

I’ve submitted several support requests online. The first was low priority, so I used a low severity. What I didn’t realize was that lowest severity really means “never”. After 4-7 days I finally got it escalated and received help.

Today I submitted another request online using the highest severity available (SEV 2). The auto-reply email said “*1 hour” response. The “*” means “If submitted electronically via email or web, one business day for SEV 2, two business days for SEV 3, and three business days for SEV 4.”

Wouldn’t you think you’d get better response by opening the ticket yourself? I added print screens and all kinds of other debugging info to make it easier for them to identify and resolve the problem.

By: Stephane Kohn

Stephane Kohn — Thu, 21 Jun 2007 11:23:15 +0000

I have been working for Lakeview Technology as a Technical Support Representative at their Belgium office and am now working under Vision Solutions. I can not tell you much about the “iTera-Vision merger causing support problems?”. But I could tell you a lot about the “Lakeview-Vision Solutions merger”. What I can tell you is that Vision Solutions is not going to cut in the Lakeview support. Nor will we cut in the support for our other products. In fact we will mutually learn from eachother and expand our support. Have a look at the link to davidkelly’s website you mention as reference. You will notice they have removed their initial post and actually wrote a very positive note about our merger: http://davidandkelly.com/iSeriesAddict/2…. If you, like davidandkelly or Mark Fontecchio, have concerns or questions, I encourage you to contact us. Talking does make a difference!

By: Vision Support is starting to stink?

Vision Support is starting to stink? — Wed, 13 Jun 2007 19:46:40 +0000

[...] LINK to The iSeries Blog [...]

By: David Vasta

David Vasta — Wed, 13 Jun 2007 19:45:17 +0000

Thanks for the link. All Pete had when he showed up was the same old same old. At no point has he returned my call from a week ago nor has he picked up the phone to contact me. I will explain to him the very same things I have posted. You can have all the certs you want and all the awards but in the end I continue to get average service from their over rated help desk. I would also like to add the iTera Crew, as I now call them, are great people and don’t deserve Vision’s bad name.

By: Vision Solutions buys Lakeview Technology — The iSeries blog

Vision Solutions buys Lakeview Technology — The iSeries blog — Wed, 13 Jun 2007 16:18:55 +0000

[...] So it seems that if you want high availability on your System i, iSeries or AS400 box, it’s more and more likely that you’ll be dealing with Vision Solutions. Which might not be such a good thing if you’re looking to get good support services from Vision Solutions, despite how expansive it is, according to the release: The acquisition of Lakeview Technology combines the R&D talents of the industry’s largest and most innovative high availability and disaster recovery development organizations. In addition, customers will benefit from an extensive support organization that spans the world. [...]