With out being able to call into Tech support and having to go though resellers that only have config support how can this be for enterprise business?
Here my experience, I had an issue, tried to call support they did not pick up, emailed and started a ticket didn’t get a call back till the next day, spend two hours to come to the same conclusion it’s not working only for him to say I have to open a ticket with peplink and no eta on a fix.
Seems like this will take days maybe weeks to get fixed.
How can really any business use this device with this kind of support?
From what I was told I can’t call direct support myself.
I’m sure others will take the opportunity to share their support experiences in this thread -both good and bad I would expect. To clarify - you can contact Peplink engineering directly by logging a ticket here.
Personally I only tend to have very good experiences with Peplink engineering when I need support - but it wasn’t always that way. In the early days Where I was unfamiliar with the devices and the configurations and when I didn’t know how to ask the questions in the right way it took days and sometimes weeks to get to the bottom of an issue. Back then I’m sure I would have been handed off to a local partner (if there has been one available) for support too - but only so that they could get the information and clarity I wasn’t necessarily providing.
The trick with getting the most out of engineering is to give them everything they need to understand your issue quickly via the ticket, so that’s a clear concise explanation of the problem, diagnostic files from all devices in scope, network diagrams with IP addressing and the enablement of remote assistance on the devices so they can dial in and have a look. What adds to the ultimate resolution time is back and forth questions, especially since different levels of engineering support can be in wildly variable timezones.
I will say that when I have been in a mess, with an important client about to walk away from a project, or a government/military deployment that needed a fix fast Peplink engineering pulled out all the stops, with remote engineers staying well into the early hours of the morning with me on the issue until it was resolved.
Also this forum has not only some of the most experienced Peplink users and partners on it - from all over the world, but also senior engineers and management. Everyone in Peplink is encouraged to take an active role in the forums to give help when it is needed. So the forum is a great way to get more eyes on your issue.
I would suggest you log a ticket with as much info as possible in it - laid out as clearly as possible and then follow that up with a new thread here. I’m sure between us we will be able to help.
Most of the active partners are here in the forum everyday, this is modern enterprise support and it brings us all together giving a much bigger and wider experienced team by resourcing on the diverse knowledge and experience out there. I am based in Australia and work closely with our other local Peplink partners to give the required support for those in this region as we expect local partners all around the world are doing.
Please share your ticket # here, one of the Peplink team will be able to look a the ticket history and let you know what is happening.
Happy to Help,
Marcus
Ok, I will try and put the issue on the forums, since it’s been 3 days with no fix in site, however, I’m not confidant on support level like this to get things done fast. If I were deploy this out to a huge site with 20 sites let’s say and one goes down for 3 days+ with out some kinda of paid top tear support I’m sure I’d lose this client.
With Cisco, if something isn’t right, I pick up the phone and with in an hour a tech is on the case and usually with in an hour or so fixes the issue. Of course the more completed sites take a bit longer, but never days.
Nothing beats picking up a phone. Forum are not a good solution when things are down.
I do not have a ticket number yet, Also we did try and sumbit a direct ticket once and was referred to a distributor
Hi @Jason.Smith, in Peplink’s philosophy, we team up with very talented, knowledgeable partners (like @MartinLangmaid and @mldowling) globally to provide top-tier support to enterprise customers. That’s how we make customers happy. (https://www.peplink.com/company/video-testimonials/) As you can see, our active partners are so passionate that we all share similar values as friends and as an extended Peplink family.
The forum is not meant to be the primary source for support to enterprise customers. They should have set up SLA with our local partner. End customers do not normally work with Peplink directly but in cases where there is a product issue identified, Peplink engineering will not be shy to get involved, embrace the issue and work relentlessly to resolve it no matter what time the clock says.
So, we would like to know where you purchased your Peplink router and not getting good support. Please send me a PM or email me at [email protected]. I’ll look into this for you. Thank you.
Even after I posted on this site about how bad support is and you guys all saying it’s good, yet I have not got a call or a phone number to call to get this fixed…
I have never called or been called by peplink on a support issue. Always worked through the ticket. if you don’t have a Peplink Support Ticket open I would suggest you do that.
Peplink generally operate a thin support model and the lack of phone support isn’t for everyone. Email based tickets are the primary way to get support and although I sometimes wish there was a 24/7 live chat system in place for more immediate responses, so far I’ve not needed it and I’ve done some big projects with complicated challenges in my time. Some of those have involved custom firmware rewrites and hotfixes, others needed custom hardware to be developed - all of that support was provided via email ticketing.
I like to explain it like this, if you call up a helpdesk you’re talking to a single product expert. If you post your issue here in the forums or if you log a ticket (which can be viewed by the entire engineering team) you exposing it to hundreds of experts with decades of real world Peplink deployment experience.
There is no doubt that your support case hasn’t been handled perfectly - and Keith posted above promising to investigate that and work out how to improve it in the future, so in the meantime feedback on your other posts on here with results of your fault finding and let the guys on the forum here help, and log a ticket with all the info required directly so that Peplink engiineering can spin up to full speed too, and lets get your issue fixed.
I was told by the partners support team that they provided you a response/reply, isn’t that the case?
I suggest you work with the technical team closely and try to get to the bottom of the issue. It does take time sometimes but we need your support and patience.
The only thing I got was an email asking what time would be good to make changes I replied and never heard back. I wanted to work on this Saturday morning was my reply.
It’s day 6 now and on Day 5 I think I got it figured out. See other post I made. Still have maybe config issues and or maybe this device just can’t do what I’m looking for.
Sorry but waiting 6+ days to get an expert to fix this is beyond patience.
I was patience I waited 2 days before posting this, and to me waiting more than a few hour when we have a network down issue is inconceivable.
Jason, just a quick follow up to see if your issue has been resolved. Do not worry, your investment will be protected in the rare case that we cannot make you a happy customer. Let me know.
