[BBLISA] storevault / netapp

[Edward Ned Harvey]

Any of you guys own a storevault?  Although it's a netapp product,
storevault is only a recent acquire of netapp, so it's not the "usual"
sales/support group.

I recently had a bad support experience, but I managed to get in contact
with their VP of customer service, who seems legitimately committed to
improving matters.  I gave him a list of all the things I experienced, which
I feel are symptoms of a larger problem, affecting users other than just
myself.  I told him I expect him to produce an answer for each one, tell me
his plan to eliminate each problem within his organization, and that I would
check in with him occasionally to see how progress is going.  Even before
this time, he directly and immediately addressed one such issue for me,
changing a policy internally that means more inventory available in their
service centers, and directly increases the overhead they incur in the
support dept.  So I believe he's truly committed to finding and fixing
problems.  I told him that I would poll and organize with other IT
professionals, to see what their experience is, now and in the future.
Because I need to know whether or not I can rely on their support.

If he delivers, then I think this is a great product which I'd heartily
recommend to anyone, and if he fails, I wouldn't recommend it for anyone.
And since I'm in the business of making those recommendations, and I own one
myself, I take this seriously.

So I guess my first question is - anyone have these things?  Care to share
your support experiences?

Again, their support organization is separate from the "regular" netapp
support.  The regular netapp support has always been supremely impressive to
me when I've used them.