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Unable to use product due to poor support

  • By Sean
  • on 11/19/2017

The product itself seems truly great... I was excited to test it and was fairly ready to purchase it. The installation process was smooth and the initial launch of the gateway was successful.
However, that is where the process hit a roadblock - my AWS launch/registration apparently didn't make it to Riverbed, and I could not login to their cloud-based service to maintain the newly launched gateway.
I contacted the company several times over the course of a week, all the while incurring AWS EC2 instance charges, and no one could figure out how to create a customer account for me and/or tie the gateway to that registration, nor provide me with an alternative solution.
I've since terminated and cancelled the subscription and am using a competing VPC peering product without issue.
I hope my case is isolated, and hope it prompts a review of their potentially faulty AWS marketplace integration.

  • By No love from Riverbed
  • on 11/27/2018

You're not alone. I was happy to read your review so that I know I'm not alone. I had the exact same problem with riverbed. I was not able to register for a support account because the registration process did not accept the serial numbers of my virtual riverbed AWS instances. I emailed riverbed about this and they told me to just keep using it. Then when something went wrong and I could not provision AWS instances successfully, I had to switch away from riverbed because I could not get any support.