Partners Still Hung Over From Symantec ERP Upgrade

A spokesperson for Ingram Micro said the distributor is working closely with Symantec to fix the delays and difficulties VARs are experiencing with Symantec's new licensing SKUs. Ingramn Micro, which has a dedicated model with Symantec, is well-equipped to move efficiently to resolve the issues, added the spokesperson.

Symantec has addressed the confusion over the new SKUs with an extensive training program for distributors and LARs, and the company has put more resources and systems in place to handle the increased call volumes, Cochran said. However, like most undertakings of this magnitude, "it's a work in progress," he noted.

Still, one Symantec Gold partner insisted that the vendor's issues with phone support existed before last November's processing systems overhaul.

"If you're willing to pay for Platinum support, they'll take care of it right away, but it's prohibitively expensive. As a channel partner, that level of support doesn't come to me as part of my partnership agreement, and it should," said the partner.

Noting that the issues have been particularly pronounced with Symantec's Antivirus Enterprise and Backup Exec products, the partner said his struggles with Symantec have tarnished his company's reputation to the point where he's looking at alternative solutions.

"There's way too much at stake for us to be waiting for Symantec to consider assisting us in supporting the clients we introduce to their products. Not only does it put our own reputation at risk, but also it costs our customers in terms of service downtime," he said.

Cochran encouraged channel partners still having problems as a result of the November changes to voice their concerns directly to Symantec.

"For the partners who we haven't reached, we can't help these folks if they don't come forward and tell me. I believe we have an opportunity to shine and to fix these things," he said.