This question was originally posted on DCIM Support by Eric Clark on 2018-11-05
why can't I manage my open cases using this, or some other online tool ?
This comment was originally posted on DCIM Support by Greg Sterling on 2018-11-05
Are you referring to managing your open cases in the support community?
This comment was originally posted on DCIM Support by Eric Clark on 2018-11-05
APC / Schneider Electric is a big company. I have a lot of equipment, not to mention software provided by them.
I, and we customers, are blind to the status or activity on our cases except for extremely cryptic emails with links that provide no information.
Why is this? Schneider is huge, I don't think its unreasonable to expect that there is a ticket system customers can log in to ...
This answer was originally posted on DCIM Support by Kristoffer Debois on 2018-11-06
I understand your frustration on this subject. Currently, the only way to keep track of the status of your support cases for software is to use this community and stay updated by the emails that are sent out when questions have activity. We would be happy to get your input on how to improve the notifications, as we are very keen to make the tool better.
For hardware related issues the cases are handled through the Customer Care Center, and unfortunately, we have no means of tieing into that system to show a unified view of all cases.
If you are interested I'd like to set up a short call to get an understanding of what types of issues you'd like to have visibility into. I will send you a personal email to follow up.
Head of Customer Experience
Data Center Software & Services
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