From: Brian T. Albert (brian.albert@worldnet.att.net)
Date: Thu Jun 19 2003 - 21:54:02 GMT-3
Hey Chuck,
Is there anything special you have to do when opening a TAC case to blow by
level 1, or does it happen automatically based on a CCIE's CCO account?
Brian T. Albert
CCIE #9682
brian.albert@worldnet.att.net
-----Original Message-----
From: nobody@groupstudy.com [mailto:nobody@groupstudy.com]On Behalf Of
Charles Church
Sent: Thursday, June 19, 2003 6:30 PM
To: Pratt, Jeremy; taimoor@cisco.com; 'Henry Chou';
timothy.snow@eds.com; ccielab@groupstudy.com
Subject: RE: Cisco TAC satisfaction rating going down....
As many of you know, once you pass the CCIE lab, you're given a special
status on your CCO account that gets you past the 1st level of support.
Haven't had any bad experiences since getting the elevated status.
Something to look forward too...
Chuck Church
CCIE #8776, MCNE, MCSE
Wam!Net Government Services
13665 Dulles Technology Dr. Ste 250
Herndon, VA 20171
Office: 703-480-2569
Cell: 585-233-2706
cchurch@wamnet.com
PGP key: http://pgp.mit.edu:11371/pks/lookup?search=chuck+church&op=index
-----Original Message-----
From: nobody@groupstudy.com [mailto:nobody@groupstudy.com]On Behalf Of
Pratt, Jeremy
Sent: Thursday, June 19, 2003 4:15 PM
To: 'taimoor@cisco.com'; 'Henry Chou'; timothy.snow@eds.com;
ccielab@groupstudy.com
Subject: RE: Cisco TAC satisfaction rating going down....
Thanks all for the input.
I once gave an engineer a 1 for technical knowledge and his supervisor
called me back 25 minutes after I submitted the bingo report. The tech then
called me 45 minutes after that and apologized for his mistakes.
I copied this message thread to my new rep so that he can take action as
well.
-----Original Message-----
From: Taimoor [mailto:taimoor@cisco.com]
Sent: Thursday, June 19, 2003 11:19 AM
To: 'Pratt, Jeremy'; 'Henry Chou'; timothy.snow@eds.com;
ccielab@groupstudy.com
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
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