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They were incredible. In fact, so good that it was educational. Whenever we had a problem, I'd ask for full technical details and I'd come away with something.

They were incredible. In fact, so good that it was educational. Whenever we had a problem, I'd ask for full technical details and I'd come away with something. A big portion of my admittedly limited knowledge of sysadmin work came simply from working with their admins to fix problems that'd come up with growth. That's not the case anymore and it's clear nobody gives a hoot. We are getting a DDoS a few months ago. Their solution: null route our server. Wanted DDoS mitigation options. They wanted me to speak to a sales rep, who insisted it wasn't a sales call, and refused to put their possible options in writing. As a rule, I only make decisions or open discussions if and only if I have something to discuss in writing. That never used to be a problem. Everything was transparent. It's become a nightmare driven by sales reps that want to "customise" a solution - the same kind of solution that they deployed a few years ago that worked for the exact same problem.

crikli 8y ago
"it's clear nobody gives a hoot" Bingo. Back in the day the person I reached on that first phone call really did give a shit _and_ they had the skillset combined with the authority to find and implement solves. At the end of our working with them whether the person I spoke with cared or not wasn't the issue any more: it had taken 30 minutes plus to get to them and it was a very junior person who didn't have the skills or authority to run an ls -la from the bash prompt. I'm still pretty bitter, obviously! My company ate a lot of costs moving clients away from RS. And in many cases we had to rebuild our credibility a bit after the company we glowingly recommended started failing to hold up their end.
Rapzid 8y ago
I used to work at RS. If the person had been there for years, they probably do still care. Having also worked at Wells Fargo back in the day it almost sounds like they are tying sales referrals into support performance metrics. Sounds aweful. The culture started going downhill around the time they were bringing Bank Of America employees into cloud operations upper management and they were chain hiring their pals.. Lot of talent was disease franchised and leaving.

crikli 8y ago

"it's clear nobody gives a hoot" Bingo. Back in the day the person I reached on that first phone call really did give a shit _and_ they had the skillset combined with the authority to find and implement solves. At the end of our working with them whether the person I spoke with cared or not wasn't the issue any more: it had taken 30 minutes plus to get to them and it was a very junior person who didn't have the skills or authority to run an ls -la from the bash prompt. I'm still pretty bitter, obviously! My company ate a lot of costs moving clients away from RS. And in many cases we had to rebuild our credibility a bit after the company we glowingly recommended started failing to hold up their end.

Rapzid 8y ago

I used to work at RS. If the person had been there for years, they probably do still care. Having also worked at Wells Fargo back in the day it almost sounds like they are tying sales referrals into support performance metrics. Sounds aweful. The culture started going downhill around the time they were bringing Bank Of America employees into cloud operations upper management and they were chain hiring their pals.. Lot of talent was disease franchised and leaving.