Is it just me or is Cisco TAC becoming like the "Gestapo" to work with? I
use to be able call in and get an answer to a question but now, I have to
have service contract on each and every piece of hardware I own and answer
10-15 questions about it before they will help me. It's like working with
the youth for Hitler. Anyone else notice this?
Wait until you approach TAC with a complex case, especially if you get
handed off to India. I miss the "old" Cisco (circa 1995) when getting
qualified people at TAC was the norm. Their reputation was stellar.
Cisco as a company is (IMHO) in a state of decline. Their 10 miles wide
and 1 inch deep in their approach to solutions. They're trying to be
everything to everyone. You're success rate with TAC diminishes
proportionately with the complexity level of your need. You'll have a
case open for days if you need something beyond level 1.
Good luck, and consider best of breed products.
Mr. Nobody wrote:
Wish I could say "i have only opened small cases". Most all my cases
were complex. I seem to get excellent support from the Mexico
division. Outstanding folks there. When I do get handed off to India
it can be a bit dissappointing, but the case does get resolved.
I've had a hit or miss deal with TAC. If I come to them with a general
problem, I get the script answers and the new guy in training. If I
come to them with a lot of detail I get great help and they stick me
in with the actual engineers. But mostly I have noticed a real lack in
TAC is when you have to re-queue your case because of time. I know it
takes a bit of time for engineers to catch up on a case, but two days
response time is just not cool.
Overall TAC has been great, but it's how you approach them. Also it
helps to hit the Foxborough, MA and the Sydney, AU centers for VoIP
and the San Jose, CA center for Security.
Take care and happy geeking.
I am getting bad results like yours with just about everything. We have a
diverse Cisco shop with R&S, security and VoIP. I called our rep and he
rudely told me that I needed to spend more time with the field offices than
with TAC. I posted the message to see what others are getting because I
thought it was just me and a local group that converse with but it seems
Cisco is going the way that 3Com did with their after sales support. I
don't like experince it but that's life.
There's no reason to pay for a premium price for bad post sales support.
Jokingly I guess I can say that Chamber's need to re-think about getting a
new Porsche every year and consdier the long-term. Honestly I am saying
someone needs to wake up a little.
Thank you to everyone that posted. I know it sounds like sour-grapes or
airing your dirtly laundry but from a business standpoint I cannot figure
out why Cisco is all of sudden trying to smash down on small business. Just
chrisma I guess.
As with you, it's not my intention to be so negative. I'm frustrated as
an end user because I remember how it "used to be" with TAC, and Cisco
as a whole. Now, they're just a bunch of arrogant, pompous folk who
belittle any decisions to deviate from their solutions. Why should I pay
a premium for (often) lacking support for equipment that's way
overpriced to begin with? Cisco makes some great stuff, but their
downward spiral combined with increasing arrogance isn't justified. If
history is any teacher, it'll be interesting to see who knocks them off
their ivory tower. To their credit, Cisco does offer quite a product
selection and that in itself makes choosing other options an interesting
endeavor. However, the unique challenge of a heterogeneous, multi-vendor
environment is becoming much more attractive than the theoretical "one
throat to choke". Besides, we all know the arguments about vendor
lock-in and such.
Maybe there will be no nimble upstart that'll dethrone them, and perhaps
their own arrogance and attitude will do the job instead. Then again,
maybe if enough of us disillusioned network engineers seriously evaluate
and implement other non-Cisco solutions, that'll be their wake-up call.
They have forgotten what got them to the top of their game.
Mr. Nobody wrote:
You know, out of my London and Singapore data centers and offices, we
have Cisco support directly through an authorized VAR. The VAR out of
London has been stellar the few times we've had to use them. I'm not
certain about the Singapore VAR (Fujitsu), but one of my engineers there
has said good things about them in the past.
I wonder if this is the way to go for support in the future. I know it
can be hit or miss with VARs, but my last few support experiences with
Cisco make me wonder. The sad thing is, my office is right down the
street from their corporate headquarters in San Jose.
I have had problems with VAR's from the viewpoint they send out their least
experienced person to learn on your money so to speak. After that I see
myself almost with needing shield to keep their sales people out with all of
the high pressue phone calls and email saying, "Buy something from me
becuase I work on commission only." I am sure the are nice people but when
you are almost starving because you don't make much money they'll do
anything to get in the door.
I just had another bad experience with TAC today. No help, no apology for
not helping and no real excuses for not trying. All TAC tech wanted to do
was to close the case.