Over the last year it seems that the quality of service I have received from TAC has diminished. At one time I found myself speaking to a knowledgeable engineer. Who knew the product and protocols involved and they were willing to share information. The norm these days is to get an engineer who knows less then I do. I'm call requesting technical information pertaining to their products, What I get is some clown telling me to hold on while he surfs the internal web page looking for the answer. I can scan CCO myself!! Is it just me ? Phantom hates Cisco or should I say Sissy-Co TAC!! _______________________________________________________________ Get Free Email and Do More On The Web. Visit http://www.msn.com
It's the real life - you became skilled, and technical support (of any company) rotate and can't be skilled enougph. Cisco DID the rigth thing - they create CCO. Through we sometimes have got real support from the local cisco people (not from the Cisco Russia but from some other companies specialised by CISCO). Sometimes we did not. And I never had an illusions about TAC - if you are not hight-priority customer or CCIE yourself, you have nit a chance to contact really skilled people by TAC. Nothing strange. On Fri, 25 Jun 1999, TOO MUCH wrote:
Date: Fri, 25 Jun 1999 09:43:35 PDT From: TOO MUCH <phantom2005@hotmail.com> To: nanog@merit.edu Subject: Cisco TAC KRAP !!
Over the last year it seems that the quality of service I have received from TAC has diminished. At one time I found myself speaking to a knowledgeable engineer. Who knew the product and protocols involved and they were willing to share information.
The norm these days is to get an engineer who knows less then I do. I'm call requesting technical information pertaining to their products, What I get is some clown telling me to hold on while he surfs the internal web page looking for the answer. I can scan CCO myself!!
Is it just me ?
Phantom hates Cisco or should I say Sissy-Co TAC!!
_______________________________________________________________ Get Free Email and Do More On The Web. Visit http://www.msn.com
Aleksei Roudnev, Network Operations Center, Relcom, Moscow (+7 095) 194-19-95 (Network Operations Center Hot Line),(+7 095) 230-41-41, N 13729 (pager) (+7 095) 196-72-12 (Support), (+7 095) 194-33-28 (Fax)
Did you send back the survey with appropriate comments filled out? Did you attempt to contact someone about the support level you received? Have you made any attempt at all to help Cisco solve the problem? Cisco is very concerned about the level of support our customers get; any duly reported problems are looked into and we attempt to resolve everything we can. However, calling people clowns and sissies on a public mailing list is unlikely to solve your problem, regardless of what company your problem is with. Grow up. And FYI, Cisco has over 7 million web pages internally just for Cisco employees; just because your engineer may not be personally acquainted with your exact question (I dare you to find *any* human who can be up on every single detail of our products) doesn't mean he's wandering around on CCO. Stephen | | Stephen Sprunk, K5SSS, CCIE #3723 :|: :|: NSA, Network Consulting Engineer :|||: :|||: 14875 Landmark Blvd #400; Dallas, TX .:|||||||:..:|||||||:. Pager: 800-365-4578 / 800-901-6078 C I S C O S Y S T E M S Email: ssprunk@cisco.com ----- Original Message ----- From: TOO MUCH To: nanog@merit.edu Sent: Friday, June 25, 1999 11:43 Subject: Cisco TAC KRAP !! Over the last year it seems that the quality of service I have received from TAC has diminished. At one time I found myself speaking to a knowledgeable engineer. Who knew the product and protocols involved and they were willing to share information. The norm these days is to get an engineer who knows less then I do. I'm call requesting technical information pertaining to their products, What I get is some clown telling me to hold on while he surfs the internal web page looking for the answer. I can scan CCO myself!! Is it just me ? Phantom hates Cisco or should I say Sissy-Co TAC!! _______________________________________________________________ Get Free Email and Do More On The Web. Visit http://www.msn.com
From a non-cisco internal point of view, when I have a problem with Cisco TAC's performance which happens occassionally, I contact my account manager and/or our contact in Cisco Service. Whilst I can't say they've fixed everything 100% of the time, they are far more likely to do something than whinging anonymously on NANOG. Every call desk has their rogue idiots. Another part of my company runs several desks- when people complain, we identify
the individuals and try & get it fixed. In order to do this they'll need your name, and the rep's name. On a final note (and no I don't take their shilling) Cisco's TAC is the best of any large-scale hardware vendor I've ever used. Still. Despite foibles. If you a lot worse, you should have tried Ascend Europe (which has possibly improved since a year ago when we dumped all their kit - this being one of the main reasons). The cynic in my wonders why this is posted anonymously. Just what have you got to hide? Not working for a competitor or market researcher per chance? -- Alex Bligh GX Networks (formerly Xara Networks)
* Alex Bligh (amb@gxn.net) [990625 20:27]:
From a non-cisco internal point of view, when I have a problem with Cisco TAC's performance which happens occassionally, I contact my account manager and/or our contact in Cisco Service. Whilst I can't say they've fixed everything 100% of the time, they are far more likely to do something than whinging anonymously on NANOG. Every call desk has their rogue idiots. Another part of my company runs several desks- when people complain, we identify the individuals and try & get it fixed. In order to do this they'll need your name, and the rep's name.
On a final note (and no I don't take their shilling) Cisco's TAC is the best of any large-scale hardware vendor I've ever used. Still. Despite foibles. If you a lot worse, you should have tried Ascend Europe (which has possibly improved since a year ago when we dumped all their kit - this being one of the main reasons).
The cynic in my wonders why this is posted anonymously. Just what have you got to hide? Not working for a competitor or market researcher per chance?
-- Alex Bligh GX Networks (formerly Xara Networks)
From my point of view, it depends which hardware support do you need and
Well.... My experience with Cisco-TAC is mixed. Sometimes, if you have VERY big problems, they help you quite quickly, so i agree to your position about the cisco tac. But if it depends general issues (e.g. FastEthernet Card on 3640 not recognizing Link, asking for documentation about internal registers ) then you run into problems. Therefore i had the same negative response as the poster of the original mail on nanog. About Ascend TAC: It depends on which issue you ask them. If you have Problems with MAX or TNT or "access equipment" you might have a problem :-)) If you are talking with them about "core switches" like our (now lovely workingi) BSTDX 9000's we purchased from them, you get 1A (means FANTASTIC SUPPORT) service and support. the knowledge about this products (and the history behind the product). Jan Czmok Senior Network Engineer Gigabell AG -- Jan Czmok Senior Network Engineer GIGABELL AG
About Ascend TAC: It depends on which issue you ask them. If you have Problems with MAX or TNT or "access equipment" you might have a problem :-))
If you are talking with them about "core switches" like our (now lovely workingi) BSTDX 9000's we purchased from them, you get 1A (means FANTASTIC SUPPORT) service and support.
ahahaha, Yah right. Maybe in Germany but in the UK their support of Cascade products is terrible. Their account management is non-existent. We dumped all our ascend kit because of the absolute crap support in Europe, Ascend are talking to various other bits of COLT now but they don't stand a hells hope of selling anything. We just bought some lovely new AccessPath boxes. Neil. -- Neil J. McRae - Alive and Kicking. neil@DOMINO.ORG
Did you send back the survey with appropriate comments filled out? Did you attempt to contact someone about the support level you received? Have you made any attempt at all to help Cisco solve the problem? Yes, we are doing it every time. Note, we don't blame CISCO at all - I undertsnd the big company can't keep direct contacts betwee high-skilled technicians and the customers except some very important ones.
We have a goot feedback by the technical seminars and local support people from the AMT Group (the better cisco reseller in the Russia), and sometimes with the CISCO Russia people. And then, there is different interests. If I understand the situation right, CISCO is injecting a huge intellectial and financial capital into the VoIP, ATM, WDM technology etc etc and is trying to get a goot rate amongs the big international TELCO's. No doubt, the traditional issues such as _IP CORE BACKBONE_, _DIALUP ACCESS_, etc etc are shifting to the second level. No one can blame the vendor for this approach. Through we had some success in technical contacts last months, but I recommend everybody don't hope to the technical support. It he (everybody) is not 100,000 employee telco. On the other hand, just CCO web service fill in this gup between _low skilled_ human support and _high skilled technicians_. I think it should be better if CISCO support some kind of WWW conferences, some kind of excanging _know_how_ between their customers, but I undersnand it's not so easy to develop such support. If we make some complains here, or if I (sometimes) refer to the CISCO as an example when something work wrong, it don't mean we are dissatisfyed - in comparation with the others CISCO have an excellent support. Through I think we are talking about one vendor too much here, and get quiet. Alex.
Cisco is very concerned about the level of support our customers get; any duly reported problems are looked into and we attempt to resolve everything we can.
However, calling people clowns and sissies on a public mailing list is unlikely to solve your problem, regardless of what company your problem is with. Grow up.
And FYI, Cisco has over 7 million web pages internally just for Cisco employees; just because your engineer may not be personally acquainted with your exact question (I dare you to find *any* human who can be up on every single detail of our products) doesn't mean he's wandering around on CCO.
Stephen
| | Stephen Sprunk, K5SSS, CCIE #3723 :|: :|: NSA, Network Consulting Engineer :|||: :|||: 14875 Landmark Blvd #400; Dallas, TX .:|||||||:..:|||||||:. Pager: 800-365-4578 / 800-901-6078 C I S C O S Y S T E M S Email: ssprunk@cisco.com
----- Original Message ----- From: TOO MUCH To: nanog@merit.edu Sent: Friday, June 25, 1999 11:43 Subject: Cisco TAC KRAP !!
Over the last year it seems that the quality of service I have received from TAC has diminished. At one time I found myself speaking to a knowledgeable engineer. Who knew the product and protocols involved and they were willing to share information.
The norm these days is to get an engineer who knows less then I do. I'm call requesting technical information pertaining to their products, What I get is some clown telling me to hold on while he surfs the internal web page looking for the answer. I can scan CCO myself!!
Is it just me ?
Phantom hates Cisco or should I say Sissy-Co TAC!!
_______________________________________________________________ Get Free Email and Do More On The Web. Visit http://www.msn.com
Aleksei Roudnev, Network Operations Center, Relcom, Moscow (+7 095) 194-19-95 (Network Operations Center Hot Line),(+7 095) 230-41-41, N 13729 (pager) (+7 095) 196-72-12 (Support), (+7 095) 194-33-28 (Fax)
they put you on hold to talk to somebody who knows his stuff that doesnt take phone calls. they cant put sr engineers at the frontline.. it would be a waste of talent since 80% of all calls are because customers are less then incompetent. latah, -andrew On Fri, 25 Jun 1999, TOO MUCH wrote:
Over the last year it seems that the quality of service I have received from TAC has diminished. At one time I found myself speaking to a knowledgeable engineer. Who knew the product and protocols involved and they were willing to share information.
The norm these days is to get an engineer who knows less then I do. I'm call requesting technical information pertaining to their products, What I get is some clown telling me to hold on while he surfs the internal web page looking for the answer. I can scan CCO myself!!
Is it just me ?
Phantom hates Cisco or should I say Sissy-Co TAC!!
_______________________________________________________________ Get Free Email and Do More On The Web. Visit http://www.msn.com
participants (7)
-
Alex Bligh -
Alex P. Rudnev -
Andrew R Frame -
Jan Ahrent Czmok -
Neil J. McRae -
Stephen Sprunk -
TOO MUCH