How's APC support?

[BillP]

This question was originally posted by Michael on APC forums on 4/18/2007

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The organization I work for is considering another UPS manufacturer because they heard that APC's support is not very good. Could I get some people (non-APC reps:) to post reviews on their APC support history?
Things I would like to hear about: response time, end of warranty, ease of getting support, etc.

Thanks for all your help.

[AbsorbsQuickly_apc]

This was originally posted on APC forums on 5/17/2007

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My experience so far has been extremely negative. I have two of the APC 16 port IP KVMs and I just found out that the only way to use the viewer software is to be running an unpatched install of IE6. I've had a support ticket open about getting it working in IE7 or any other browser. Despite promising me a solution I'm on day 4 of no solution and nothing but form letters back. $7,000 work of remote management gear is useless to me.

[dirtfoot_apc]

This was originally posted on APC forums on 5/17/2007

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AbsorbsQuickly,
I know this is a bit off topic for this thread, and you may not have been looking for help with this issue in this forum, but I wanted to let you know that I have sucessfully used an IP KVM with a fully patched IE6 and IE7 on Windows XP. It sounds like there may be some sort of ActiveX thing going on. Perhaps security settings within IE?

Message was edited by: dirtfoot

[AbsorbsQuickly_apc]

This was originally posted on APC forums on 5/21/2007

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I actually just got it working, the issue with a patched IE6 or IE7 is that the activeX control causes the page to refresh and logs you out. I found the workaround of loading only the frame that tries to install the activeX control.
Now I still have an unresolved issue in that it will fail to connect to any server not running VGA or higher resolution, and as my datacenter contains mostly linux machines with no X install I'm still having tons of problems and not too much help from support.

[BillP]

This reply was originally posted by Michael on APC forums on 4/18/2007

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The organization I work for is considering another UPS manufacturer because they heard that APC's support is not very good. Could I get some people (non-APC reps:) to post reviews on their APC support history?
Things I would like to hear about: response time, end of warranty, ease of getting support, etc.

Thanks for all your help.

[NetMax_apc]

This was originally posted on APC forums on 8/3/2007

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Haha, he must be.

[BillP · Accepted solution]

This reply was originally posted by Sean on APC forums on 8/4/2007

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Guys,

Lets cut Kvar some slack. I've been reading a lot of his posts and he provides a lot of really good insight into the APC products. Ease up a bit. I was just adding my opinion on the trade ups program.