From: John Matijevic (matijevi@bellsouth.net)
Date: Thu Jun 19 2003 - 15:56:52 GMT-3
Hello Team,
After working at Citrix Systems, Technical Support for 2 and a half years as
a Technical Lead, I understand your frustations, the best solution is to try
and work with the engineer the best you can. Perhaps, you could call back
and state to the engineer that this is not the answer I am looking for, let
me explain again what I am asking. And always if you do not feel you are
getting proper support, then of course I would ask to speak to the manager.
Finally be patient, when you get your CCIE number you get escalated support
from Cisco.
Sincerley,
John Matijevic
----- Original Message -----
From: "Taimoor" <taimoor@cisco.com>
To: "'Pratt, Jeremy'" <JPratt@coh.org>; "'Henry Chou'"
<henchou@hotmail.com>; <timothy.snow@eds.com>; <ccielab@groupstudy.com>
Sent: Thursday, June 19, 2003 2:19 PM
Subject: RE: Cisco TAC satisfaction rating going down....
> I don't represnt Cisco or Cisco TAC when I say this, but working for
> cisco I can assure you that Cisco cares about nothing more than its
> customers. If you have opened a TAC case, then it is your right as a
> customer and Cisco's duty to give you absolutely everything we can to
> satisfy your networking needs. Please do not blame the inadaquecies of
> individual engineers to do their jobs with a company that really wants
> to make a difference.
> If you are not satisfied with your TAC support, contact the TAC
> engineers manager, and give the feedback, even if it means filling out
> the bingo form and putting in comments, even if they just say Enginner
> requested a survey. Every bingo response with comments is read and
> requesting survey responses is seriously condoned. I bet you it wont
> happen again if you point it out.
> Once again, im sorry if you have felt short changed, but im very sure if
> you raise your points, to account teams tac managers, it wil never go
> unnoticed.
> We really do want to change the way you work, live, learn and play.
> FYI ... There is also a great forum called netpro... Which is very
> highly frequented... You might want to check it out.
> www.cisco.com/go/netpro
>
>
> Regards,
>
> Taimoor
>
>
> -----Original Message-----
> From: nobody@groupstudy.com [mailto:nobody@groupstudy.com] On Behalf Of
> Pratt, Jeremy
> Sent: Thursday, June 19, 2003 11:05 AM
> To: 'Henry Chou'; timothy.snow@eds.com; ccielab@groupstudy.com
> Subject: RE: Cisco TAC satisfaction rating going down....
>
>
> That only works if your account team is around. My team just got laid
> off
> and I didn't know about it until I tryed calling the rep and the SE. I
> finally had to call corporate and scream at them before the regional
> sales
> manager assigned me a new team.
>
> I guess Cisco doesn't value a customer that dishes out 2 million a year.
>
> As for TAC I am having the same issues.
> I just opened a case on a CE560 cache engine. The CFS volume keeps
> dismounting both drives and one drive crashed. The tac rep wanted to
> walk me
> through rebuilding the drives again. I finally had to escalate the case
> to a
> manager to get an RMA. The unit is only a month old and even with
> smartnet
> it's still covered under warranty.
>
> -----Original Message-----
> From: Henry Chou [mailto:henchou@hotmail.com]
> Sent: Thursday, June 19, 2003 8:55 AM
> To: timothy.snow@eds.com; ccielab@groupstudy.com
> Subject: Re: Cisco TAC satisfaction rating going down....
>
>
> Tim,
>
> You need to take this issue immediately to your Cisco Account team. You
> are
>
> doing Cisco a favor by raising issues such as this because you paid for
> SmartNet and you're entitled to receive satisfactory services. Also,
> your
> account team will help you avoid bad experience such as this next time
> you
> open a TAC cases.
>
> Henry
>
>
>
>
> From: "Snow, Tim" <timothy.snow@eds.com>
> Reply-To: "Snow, Tim" <timothy.snow@eds.com>
> To: "'ccielab@groupstudy.com'" <ccielab@groupstudy.com>
> Subject: Cisco TAC satisfaction rating going down....
> Date: Thu, 19 Jun 2003 11:46:10 -0400
>
> I opened a TAC case with the pim sparse-question that I had regarding
> whether the RP needs to be told it is the RP. I got about 6 emails from
> some of you and this is the response I got from the Cisco TAC. First
> off,
> I don't see how he didn't understand what I was asking and it appears
> all
> they want to do is send their customers a link to a webpage. Sheessh.
> Here's my initial question, his response and then my follow-up response.
>
>
>
> I've very surprised that you would just send me to a link on the
> website.
> Isn't it obvious from my debugs and question that I know how to
> configure
> multicast but was merely asking the question of "who was right?"
>
> I wasn't asking whether I needed an RP or not, what I was asking was
> whether
> the RP needed to be configured with it's own ip address which the "ip
> pim
> rp-address" command.
>
> I also made 2 specific references to books showing that one says
> basicallly
> 1) the RP needs itself to be configured, and the other says 2) The RIP
> doesn't need to know and just assumes..
>
> BTW, the 6 other people people that responded to my email to a cisco
> study
> group had no problem understanding the question that I asked for the
> book
> references that I made...
>
> Tim
>
> -----Original Message-----
> From: <HIDDEN>
> Sent: Thursday, June 19, 2003 3:08 AM
> To: timothy.snow@eds.com
> Cc: timothy.snow@eds.com
> Subject: Case EXXXXX - *ANS*Conguration and Overview of Multicast
> Sparse Mode and Rendez-vous Points
>
>
>
> Timothy,
> Im not quite sure what you are asking but I can try to assist you
> at
> the configuration of multicast. The cisco tac has not affiliation with
> Cisco
> Press and cant really speak to thier accuracy. The configuration
> guidelines
> here should be used when configuring Multicast.
>
> http://www.cisco.com/en/US/partner/products/hw/switches/ps646/products_c
> onfi
> guration_guide_chapter09186a008007f3c3.html
>
> The only time you do not need to specify a RP address is when you are
> using
> sparse-dense mode. When useing sparse mode a RP address will need to be
> configured. Thanks...
>
>
>
> -----Original Message-----
> From: Snow, Tim [mailto:timothy.snow@eds.com]
> Sent: Thursday, June 19, 2003 11:17 AM
> To: 'ccielab@groupstudy.com'
> Subject: PIM Sparse-Mode - Does RP have to know itself?
>
>
>
>
> I have a question regarding PIM sparse-mode RP and
> whether to tell the RP that
> it is the RP. There seems to be some discrepancy with multiple cisco
> press books. See below.
>
> Per Jeff Doyle Vol II (pg 544, 1st paragraph, line 9) " The reason for
> this statement on
> this router, of course, is so that the router knows that is is the RP."
>
> Contradicting that is Beau Williamson, Multicast (Pg 343, Note section)
> "When the router,
> whose address is in this field receives the (*,G) Join message, it sees
> its own address
> in this field and assumes that i must be the RP for the group. Therefor
> a router always
> assumes the duties of the RP for a group and time it receives a an
> incoming (*,G) join
> that contains the address of one of it's multicast-enabled interfaces in
> this field"
>
>
>
> *Feb 28 22:30:41: PIM: Received v2 Join/Prune on Serial0.95 from
> 10.2.3.5, to us
> *Feb 28 22:30:41: PIM: Join-list: (*, 228.13.20.216) RP 10.224.1.1
> *Feb 28 22:30:41: PIM: (*, 228.13.20.216) Join from 10.2.3.5 for invalid
> RP 10.224.1.1
>
> r9(config)#access-list 9 deny 224.0.1.39
> r9(config)#access-list 9 deny 224.0.1.40
> r9(config)#access-list 9 permit any
> r9(config)#ip pim rp-address 10.224.1.1 9
>
> *Feb 28 22:32:40: PIM: Received v2 Join/Prune on Serial0.95 from
> 10.2.3.5, to us
> *Feb 28 22:32:40: PIM: Join-list: (*, 228.13.20.216) RP 10.224.1.1
> *Feb 28 22:32:40: MRT: Create (*, 228.13.20.216), RPF Null, PC 0x353148E
>
> *Feb 28 22:32:40: PIM: Check RP 10.224.1.1 into the (*, 228.13.20.216)
> entry, RPT-bit
> set, WC-bit set, S-bit set
> *Feb 28 22:32:40: MRT: Add/Update Serial0.95/224.0.0.2 to the olist of
> (*, 228.13.20.
> 216), Forward state
> *Feb 28 22:32:40: PIM: Add Serial0.95/10.2.3.5 to (*, 228.13.20.216),
> Forward state
>
>
> As you can see above, it only worked when I told the RP about the RP
> (that is, itself)
> I did try turning on "ip pim sparse" due to Williamson saying "of one of
> it's multicast
> enabled interfaces" but that didn't work. I also tried configuring a
> "ip pim accept-rp"
> permitting everything but that didn't work.
>
> Can anyone answer this for me?
>
> Thanks.
>
> TIm
>
>
> _______________________________________________________________________
> You are subscribed to the GroupStudy.com CCIE R&S Discussion Group.
>
> Subscription information may be found at:
> http://www.groupstudy.com/list/CCIELab.html
>
> _________________________________________________________________
> The new MSN 8: advanced junk mail protection and 2 months FREE*
> http://join.msn.com/?page=features/junkmail
>
>
> _______________________________________________________________________
> You are subscribed to the GroupStudy.com CCIE R&S Discussion Group.
>
> Subscription information may be found at:
> http://www.groupstudy.com/list/CCIELab.html
>
> -----------------------------------------------------------
> SECURITY/CONFIDENTIALITY WARNING: This message and any attachments are
> intended solely for the individual or entity to which they are
> addressed. This communication may contain information that is
> privileged, confidential, or exempt from disclosure under applicable law
> (e.g., personal health information, research data, financial
> information). Because this e-mail has been sent without encryption,
> individuals other than the intended recipient may be able to view the
> information, forward it to others or tamper with the information without
> the knowledge or consent of the sender. If you are not the intended
> recipient, or the employee or person responsible for delivering the
> message to the intended recipient, any dissemination, distribution or
> copying of the communication is strictly prohibited. If you received the
> communication in error, please notify the sender immediately by replying
> to this message and deleting the message and any accompanying files from
> your system. If, due to the security risks, you do not wish to receive
> further communications via e-mail, please reply to this message and
> inform the sender that you do not wish to receive further e-mail from
> the sender.
> ===========================================================
>
>
> _______________________________________________________________________
> You are subscribed to the GroupStudy.com CCIE R&S Discussion Group.
>
> Subscription information may be found at:
> http://www.groupstudy.com/list/CCIELab.html
>
>
> _______________________________________________________________________
> You are subscribed to the GroupStudy.com CCIE R&S Discussion Group.
>
> Subscription information may be found at:
> http://www.groupstudy.com/list/CCIELab.html
This archive was generated by hypermail 2.1.4 : Fri Jul 04 2003 - 11:11:01 GMT-3