A NetApp customer reported waiting over six hours for a response from support after opening a case.

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  "detected_at": "2026-09-29T06:20:31+00:00",
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    "post_id": "1wt2joo",
    "summary": "A NetApp customer reported waiting over six hours for a response from support after opening a case.",
    "category": "support",
    "comments": [
      {
        "url": "https://www.reddit.com/r/netapp/comments/1wt2joo/comment/pcsa0s8/",
        "depth": 0,
        "score": 12,
        "author": "MoBiker1",
        "excerpt": "if this is a P1 or P2, call the support number and ask to speak to the duty manager.",
        "posted_at": "2026-09-29T13:26:47.000Z",
        "author_url": "https://www.reddit.com/user/MoBiker1/"
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      {
        "url": "https://www.reddit.com/r/netapp/comments/1wt2joo/comment/pcqpudu/",
        "depth": 0,
        "score": 9,
        "author": "Dramatic_Surprise",
        "excerpt": "If thats a P3 then thats not unexpected. if its P2 then thats problematic. Have you tried asking for an update? or calling them?\n\n Although the 1st layer of support isnt wonderful ive generally found them pretty responsive if you follow them up",
        "posted_at": "2026-09-29T07:04:49.000Z",
        "author_url": "https://www.reddit.com/user/Dramatic_Surprise/"
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      {
        "url": "https://www.reddit.com/r/netapp/comments/1wt2joo/comment/pcqkp9i/",
        "depth": 0,
        "score": 8,
        "author": "stitzli",
        "excerpt": "Pick up the phone, call NetApp support or use the chat. To wait until something happens, especially when it’s critical is not a good strategy.\n\n https://www.netapp.com/company/contact-us/support/",
        "posted_at": "2026-09-29T06:24:14.000Z",
        "author_url": "https://www.reddit.com/user/stitzli/"
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      {
        "url": "https://www.reddit.com/r/netapp/comments/1wt2joo/comment/pcqp2ro/",
        "depth": 0,
        "score": 5,
        "author": "Ok-Juggernaut6974",
        "excerpt": "What is the case priority by the way?",
        "posted_at": "2026-09-29T06:58:42.000Z",
        "author_url": "https://www.reddit.com/user/Ok-Juggernaut6974/"
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      {
        "url": "https://www.reddit.com/r/netapp/comments/1wt2joo/comment/pctdr2y/",
        "depth": 0,
        "score": 5,
        "author": "coffeeschmoffee",
        "excerpt": "Contact your account team if it’s a problem that needs acceleration. They are there to help.",
        "posted_at": "2026-09-29T16:16:18.000Z",
        "author_url": "https://www.reddit.com/user/coffeeschmoffee/"
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      {
        "url": "https://www.reddit.com/r/netapp/comments/1wt2joo/comment/pcr0wxo/",
        "depth": 0,
        "score": 3,
        "author": "asuvak",
        "excerpt": "I agree that chat should respond sooner. My experience has been that chat is quite fast (less than 10min (ok actually 5min I don't remember waiting that long) but of course depends on the time). But still: Call NetApp and they will help you. You might need to wait (if there are other P1 calls e.g.) but they won't ignore you.",
        "posted_at": "2026-09-29T08:37:32.000Z",
        "author_url": "https://www.reddit.com/user/asuvak/"
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        "url": "https://www.reddit.com/r/netapp/comments/1wt2joo/comment/pd94x91/",
        "depth": 0,
        "score": 1,
        "author": "RaccoonTrick9407",
        "excerpt": "Having been on inside and outside. Always call and escalate via duty manager as necessary. “Ride the horse” until you get what you want 😎.",
        "posted_at": "2026-10-01T18:04:57.000Z",
        "author_url": "https://www.reddit.com/user/RaccoonTrick9407/"
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    "evidence": [
      "[post] Case opened at 10am. It is now 4:20pm no response from NetApp support yet",
      "[comment u/MoBiker1] if this is a P1 or P2, call the support number and ask to speak to the duty manager.",
      "[comment u/stitzli] Pick up the phone, call NetApp support or use the chat. To wait until something happens, especially when it’s critical is not a good strategy."
    ],
    "virality": "medium",
    "post_date": "2026-09-29T06:20:31.000Z",
    "post_kind": "text",
    "post_text": "Case opened at 10am. It is now 4:20pm no response from NetApp support yet",
    "sentiment": "negative",
    "subreddit": "netapp",
    "event_date": "2026-09",
    "post_title": "Another day waited for NetApp support to respond",
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    "source_url": "https://www.reddit.com/r/netapp/comments/1wt2joo/another_day_waited_for_netapp_support_to_respond/",
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