lpavic Absent Member.
Absent Member.
1096 views

What Technical Support?

Have a look at SR 10659371341 please.

First, I am being given excuses that defy the reason, then I am told that nothing is wrong with ZCM imaging performance, but only so that I could get so angry so that my response is escalated and taken seriously.

Then, I get a promise from Jason Blackett that is not kept.

I contact him seven months later, as ZCM11SP1 is in public beta and apparently the poorest performance out of all imaging solutions on the market was supposed to be fixed in this release, and I do not hear back.

Then, I contact Dave Wilkes last week, and still no reply.

To bring down the win7_x64 image in super fast network and server environment that is 35GB large compressed takes four hours. To bring the same image down using Ghost, from Win2003 share (not using the Ghost server, just the executable on the client) it takes 45 minutes. Even Clonezilla is faster, and it is FREE.

It beats me how Novell does not seem to care for what customers need from their software. As if someone at Novell still thinks there are plenty of red "N" tattoed people running the IT in the corporates worldwide to guarantee Novell the sales even though the quality and features of the product do not deserve them.

I wish Novell start taking the customer's requirements seriously and start developing the software that meets these requirements. There are many features in ZCM that are totally irrelevant to my customers, and are just nice candy that is almost never used, while the basic functionality like imaging lacks so much. And don't get me started on the corruption issue(s) that Novell cannot figure out yet (another SR, still open, plus other customers of mine experience similar things - segmentation faults etc.).
0 Likes
2 Replies
Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

Re: What Technical Support?

My apologies, was not aware you were attempting to contact me. As previously indicated it was our hope to address this issue in the SP1 release, unfortunately due to a number of technical issues as well as partner integration work we have been unable to do so. As a result we have made the decision to release SP1 without this support, allowing customers to benefit from the other defects addressed in SP1 as well as the new database platform support and other minor feature additions. In the meantime we are still working to ensure that the imaging performance can be addressed as quickly as possible. The initial integration efforts and testing shows that our new driver is on par and in some cases faster than the ImageX engine running under Windows PE, which was our goal. We would be happy to have you participate in our SP2 beta program so that as a customer consumable version becomes available you can help us ensure that it meets your needs. Let me assure you that the ZENworks team, and myself personally, are very concerned about customers' feedback and the challenge they face with the product. We are working diligently to improve quality, implement capabilities specifically requested by customers, and ensure ZENworks maintains a leadership position in the Endpoint Management space. Thank you for your passion and feedback and I apologize again for not getting you this information sooner.
0 Likes
Knowledge Partner
Knowledge Partner

Re: What Technical Support?

Thank you Jason for replying.

This goes to show (IMO) how dedicated your team truly is to fixing/addressing ZCM customer concerns. It is rare that a PM would reply in these forums (my experience), so this is a tremendous breath of fresh air and it goes a long way to showing the dedication of the ZCM team.
0 Likes
The opinions expressed above are the personal opinions of the authors, not of Micro Focus. By using this site, you accept the Terms of Use and Rules of Participation. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company. As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.