topic Re: Bad support from plaoalto in General Topics

Bad support from plaoalto

mojeebk — Fri, 12 Nov 2021 00:32:20 GMT

Bad support from plaoalto

we have in customer support call center more then a hour to connect for P1 call

its really surprise support from paloalto

Re: Bad support from plaoalto

jdelio — Fri, 12 Nov 2021 22:37:21 GMT

We are sorry to hear that this happened.

Especially for a P1 issue, we want to ensure that we are able to help quicker than that.

I will try to forward this info to our support management so they can reach out to you about this.

Re: Bad support from plaoalto

BPry — Mon, 15 Nov 2021 04:21:19 GMT

@mojeebk,

One thing to keep in mind is your SLA on your support level. On a severity 1 standard support has initial response at 2 hours, premium support at 1 hour, and platinum support at 15 minutes, and Focused Services at 1 hour.

If/When your in a Sv1 incident I would recommend heavily pushing your AM and SE to escalate internally if past your SLA response times. Once your past your SLA response times ask for the Duty Manager on shift.

Re: Bad support from plaoalto

DavidCazares1 — Fri, 11 Mar 2022 16:39:44 GMT

I'm not one to leave bad comments but Palo Alto support has been the worst experience; I waited for hours, finally after they answer (up to 4 hours). Previous post says 2 hours SLA for the standard support, I'm not sure if that is what we have or not, but we must have a sub-standard SLA because I've waited for up to 4 hours at times. Talking to the Duty Manager on shift does not bring back those two extra hours of lost service.

Re: Bad support from plaoalto

FranklinV — Sat, 12 Mar 2022 01:51:30 GMT

I am another unhappy customer...this isn't happening to just a handful of people, is a real problem. To make things worst, after my complaint, they tried selling us advanced services.

Re: Bad support from plaoalto

KurtHinson — Tue, 15 Mar 2022 15:11:51 GMT

We are extremely unhappy as well and looking for alternatives like a GoldSeal partner. Once I do get a response from support they often times have no idea or clue and I end up having to resolve myself. We recently had an incident with VPN connections all down and they sent us down the wrong path completely and once again I ended up having to figure it out myself. Why buy Premium support for such horrible service? I have been copying my PA sales reps on all tickets and asking them to escalate my concerns to their management. Maybe if enough of us complain through our reps we'll finally get PA to provide the support we pay for.

Re: Bad support from plaoalto

Anoudeth — Fri, 22 Apr 2022 07:23:33 GMT

Terrible support, especially for licenses renewal. The reseller accidentally gave me the new subscriptions, but there is no workaround to convert the authorization code to renewals. Why separate the new subscriptions from the renewals if there is no workaround? An answer would be appreciated.

Re: Bad support from plaoalto

Tranh — Tue, 16 Aug 2022 19:08:14 GMT

We're paying for premium support and we've been waiting on the phone for a bout 60 minutes and still waiting as of now. The automated voice keep telling us to go to live.paloaltonetworks.com where she bet that we'll find the solution to our question.

We know Palo Alto want to cut cost but relying on the community to do the dirty works while Palo Alto collecting the money is not fair at all.

Palo Alto support was only good before you buy their products. After signing the contract the support is basically ended. So if you're potential customer or about to renew the service be sure to think twice. Think twice before switching to Palo Alto product.

Re: Bad support from plaoalto

DavidConway — Tue, 04 Oct 2022 18:45:52 GMT

I get better support from Dell on products with just a serial number. Let alone a brand new 3410. Extremely poor customer service so far. My company just started investing into and buying a lot of Palo Alto. I am not looking forward to this as so far my experience has been close to zero star

Re: Bad support from plaoalto

Axiom06830 — Wed, 26 Jul 2023 19:52:41 GMT

Going on a month with a problem and support has been useless!

Re: Bad support from plaoalto

JayGolf — Wed, 02 Aug 2023 17:29:15 GMT

Hi @mojeebk ,

Are you still needing assistance with your P1 issue?

Re: Bad support from plaoalto

Axiom06830 — Wed, 02 Aug 2023 21:05:48 GMT

Support is "looking" into my issue.. Been over a month. Pathetic.

Re: Bad support from plaoalto

KurtHinson — Wed, 02 Aug 2023 21:11:33 GMT

We finally renewed with a PaloAlto reseller that provides their own support and have no complaints so far. At least I get a response when I open a support ticket!

Re: Bad support from plaoalto

Axiom06830 — Wed, 09 Aug 2023 14:07:22 GMT

They are still "looking into it"

Re: Bad support from plaoalto

kiwi — Wed, 16 Aug 2023 08:18:39 GMT

Hi @Axiom06830 ,

Care to share the problem you're experiencing in a separate post ?

There are plenty of smart people on the LIVEcommunity that might be able to help out or guide you.

Kind regards,

-Kim.

Re: Bad support from plaoalto

Axiom06830 — Wed, 16 Aug 2023 11:32:17 GMT

Thank you.

Created new post = Global Protect Connection Issues

Re: Bad support from plaoalto

Mahesh_Vankhede — Fri, 29 Nov 2024 10:21:32 GMT

I had worked with other firewall OEM and their support it's always good and they resolve the issue within the 1-2 days max for complex issue but Palo-alto firewall Support it's totally shit because for normal issue they take 2-3 days and for comlex issue they take 4-5 days and some time more than that and if we call to support number the response time is 45-60 minutes and for weekends palo-alto team has limited numbers people who has supporting to us and it's said by TAC team only.

i raised this ++ 03322476++ ticket 2 days ago and still no response from the palo alto team.

Re: Bad support from plaoalto

Remo — Sat, 30 Nov 2024 07:33:17 GMT

@Mahesh_Vankhede It should not be that bad, but you could request a case update. This way the support manager gets notified also about this 'escalation'.