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Sec-Ops
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Escalate a SR case Log a complaint

Hi Forum members,

 

initially was logged a Service Request ticket asking for assistance without knowledge of the problem impact and severity.

 

it`s opened a month with no traction or appropriate support.

 

Asked to escalate and mark as complaint on the case.

Asked to change SR priority.

 

None of those directly available to the Case raiser, and no effect whatsoever from the assigned engineer to properly progress the case.

Besides generic answers - I`m on case, send me logs, call, tried to call -- There are no updates of visible activities to explain any work or activity as you would expect from an expert.

 

Did any of you found such a bad experience with McAfee Support?

and how to improve mutual engagement?

 

Thanks in advance

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