My real case of Symantec support.

Hello everybody.

It's me again. Today I have one interesting story. It's story about Technical Support. It was technical support for our good antivirus system - Symantec. One year ago we had process of changing antivirus system from one vendor (Trend Micro) to another (Symantec). But we had some Windows servers with obsolete operating systems for current time. It was Windows server 2003 SP2. Our server applications were working well so we hadn't requirements for urgent  update our server OS. And Symantec wrote us that their compnay had version 2003 Windows server yet. So we were quite and were sure that installation of new version of Symantec Endpoint Protection will be no problem.

And what was after that?

May be you guess. Installtion for every Win2003 server was crashed. 

Really? 

Yes, I was excited as you today. The installation process was starting, continuing and for short time it was roll backing to starting point. I was is schocked. The strange situation - Symantec installer didn't show us where was the problem. No messages. There were simple roll back and silence. So, some interesting things and events were after that. Due to the fact Symantec is great company and we have license for their products, and, of course, technical support. I have free time and it was so boring time for me. I had decision to use possibility of Support in wide range. So I sent information about this case to Kyiv, and my colleagues there resent this information to official technical support. Adventure was starting...

My colleagues resent me queries about digital information from our failed server. I collected it  and sent these megabytes back. They adviced me to clean tool and reinstalaltion of antivirus again. Hmm, it was the same result. Ok, them we have remote desktop to our server from support from India.

Really?

Yes, it were Indian specialists of Symantec. May be they didn't trust my informarion. It doesn't matter. They also collected some information from server and had discussion club about our problem. 

Wow, it sounds good. You had big help. 

Of course, it was real support. The main word in this story is Real.

What do you mean?

I mean that it was real server with applications which was working in productive mode. So I had to reboot this server many times. Fancy that! Is it possible for production mode? And next moment. Technical support have solved our problem... in two months. 

What did you say? In two months? Is it truth?

Absolutely. Official technical support spend two month for decision our case. I can't imagine what we can do if our server was in real productive mode. It was interesting and amazing. It was experience. It was our life!

Great.