# Who else has had problems with Bacula support telling them "You're the only customer reporting this, nobody else has this problem" foe svereal years before confirming a fault but then declining to fix it?

You're the only customer reporting this, nobody else has this problem" type responses going on for several _years_ before confirming a fault (which they couldn't originally replicate becayuse they didn't have an enterprise-scale test environment)

Then "Oh, you're only paying academic fees, there are more important customers than you to deal with" - for a showstopping bug which kills backups regularly

Are we the only ones encountering this kind of attitude?

##### Post Metadata
- Posted at: over 5 years ago
- Author title: Unix and Networking manager



## Comments
### Comment 1

That is ugly indeed! The only thing I can advise you, and have good experience with, is to escalate the ticket as soon as you're unhappy with the support you're receiving. The support team consists of a bunch of senior employees and of course some learning, minors. Escalation, your contract has the exact email address I don't remember it by heart,  reveals your ticket to only seniors. Once they come into play, things start rolling. 

##### Comment Metadata
- Posted at: about 5 years ago
- Author title: HPC-Engineer




## Related Product
[Bacula Enterprise](https://www.g2.com/products/bacula-enterprise/reviews)

## Related Category
[Server Backup](https://www.g2.com/categories/server-backup)

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