The CDW team stays fully engaged until our issues are completely resolved. That's what we're paying for. If they weren't doing that, then we wouldn't be happy with the service. When escalating into Microsoft, it does still take time to get to the right resource, but that might be more of a Microsoft thing rather than CDW. I'm not sure there's anything else CDW could do to make it faster. The process does take a while. Support tickets stay open until they get resolved. Sometimes it can take longer, but it's not really down to CDW as much as the supplier, Microsoft. My advice would be regarding expectations, what you expect to get out of the service. CDW is not going to provide all the answers. You are still relying on the vendor to solve your problems, but they make the process smoother.
The RMA service from CDW includes on-site hardware replacement, through a third-party company. I don't think CDW has people in-house who do it. We've had pretty good luck with that so far. There have been a few issues with getting our equipment to them, getting them out there on-site, but nothing that has caused us a problem so far. Overall, CDW is doing a super job. We're happy with them.
If you have people who don't really know what they're doing, who are not experts and don't have a lot of experience with your technology, CDW Technical support is a definite "yes." But if you have people with a lot of experience and they come across really deep problems, CTS is probably not what you want. In that case, you probably want your people to go directly to the vendor. CDW engineers are very professional, no questions asked. I don't have any complaints. I personally know the engineers who are working on the cases. They are really perfect guys. They give 100 percent.
IS Systems/Network Administrator at a non-profit with 11-50 employees
Real User
Nov 16, 2021
My advice is that if you're looking at supporting Cisco products with SMARTnet, CDW Technical Support is a no-brainer. The only reason I don't want to rate it a nine or a full 10 out of 10, is simply that my usage of CTS is so rare. I probably use it once every three months or so. If I needed to interact more with the CTS team, there's a possibility I might come up with more issues or have a negative experience. But my experience with them is so infrequent that I can't really give them a higher score.
CDW Technology Support offers tailored technology assistance to businesses, ensuring reliable operation and quick resolution of IT challenges with a focus on effective support.Designed for businesses requiring dependable tech support, CDW Technology Support provides comprehensive assistance across different hardware and software environments. It aims to reduce downtime by delivering proactive maintenance and prompt issue resolution. Clients appreciate the expertise and professionalism of the...
The CDW team stays fully engaged until our issues are completely resolved. That's what we're paying for. If they weren't doing that, then we wouldn't be happy with the service. When escalating into Microsoft, it does still take time to get to the right resource, but that might be more of a Microsoft thing rather than CDW. I'm not sure there's anything else CDW could do to make it faster. The process does take a while. Support tickets stay open until they get resolved. Sometimes it can take longer, but it's not really down to CDW as much as the supplier, Microsoft. My advice would be regarding expectations, what you expect to get out of the service. CDW is not going to provide all the answers. You are still relying on the vendor to solve your problems, but they make the process smoother.
The RMA service from CDW includes on-site hardware replacement, through a third-party company. I don't think CDW has people in-house who do it. We've had pretty good luck with that so far. There have been a few issues with getting our equipment to them, getting them out there on-site, but nothing that has caused us a problem so far. Overall, CDW is doing a super job. We're happy with them.
If you have people who don't really know what they're doing, who are not experts and don't have a lot of experience with your technology, CDW Technical support is a definite "yes." But if you have people with a lot of experience and they come across really deep problems, CTS is probably not what you want. In that case, you probably want your people to go directly to the vendor. CDW engineers are very professional, no questions asked. I don't have any complaints. I personally know the engineers who are working on the cases. They are really perfect guys. They give 100 percent.
My advice is that if you're looking at supporting Cisco products with SMARTnet, CDW Technical Support is a no-brainer. The only reason I don't want to rate it a nine or a full 10 out of 10, is simply that my usage of CTS is so rare. I probably use it once every three months or so. If I needed to interact more with the CTS team, there's a possibility I might come up with more issues or have a negative experience. But my experience with them is so infrequent that I can't really give them a higher score.