We have been using Symantec Enterprise Vault 10.0.3 for the last 4 months. I've most recently opened a case #04597778 to address an issue with archive points becoming corrupt after the nightly FSA jobs runs. My case has been open for several weeks without a resolution. I had asked for my ticket to be re dispatched and queued for North American support. The duty manager then assured me that the technician who was working my case would call me back in 5 minutes. I requested the ticket be escalated since I had been working with that technician for several weeks and he could not solve my issue. After arguing with the duty manager for several minutes he finally agreed to redispatch me to the North American support queue. I was contacted shorly thereafter by a representative name "Gary". "Gary" created a Webex session but neglected to realize that his real name would pop up when he connected and I realized he was the same technican who had originally fielded the case. . I've never experience this kind of deception when calling for support. The reason I had escalated to North America is I have had cases opened previously for weeks that the North American support team was able to solve within 15 minutes. I understand cost savings but not at the cost of the customer who is tasked with supporting large scale deployments.