A while ago, we requested to renew our license from our Astaro rep which was due to expire in 2 weeks.
Expiration date approached and a followup is sent to our rep who says sorry, didn't get to it yet, gives us a quote, (we already know how much it costs, we've been using Astaro for years), and then forwards us on to a reseller saying he can't take our money.
Reseller finally takes our order a couple days later and we wait... A week passes, no license so we follow up again - Where is our license? Says they are waiting on something, another week passes and we finally get our license.
It took us a dozen calls and emails of and over 1 month of nagging Astaro to take care of what should have been a single call/email from us and a business day to take care of.
What does it take to get some decent support around here? We have been a long time Astaro customer with Astaro installed in multiple locations and it's sad to say that this is the norm for customer service, and not an exception. Are we too small a customer (~half a dozen active licenses) for them to care? Should we look elsewhere for our firewall solution?
Is anyone else getting better support?
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