From: Nawaz, Ajaz (Ajaz.Nawaz@bskyb.com)
Date: Tue Jun 24 2003 - 09:22:52 GMT-3
this should have been marked OT... anyway.
I read the thread and have to say there were some interesting experiences
being shared.
here are some facts and replies to some of the comments:
1) You do not receive escalated support if you are CCIE. Cases are escalated
by either the customer or the engineer if the issue cannot be resolved in a
timely fashion, or if the case needs to be handled by a specialist
technology team such as Voice or security team. 'CCIE' appears in your case
header - only as indication of your technical level, and yes - so you are
not asked totally silly questions.
2) You can try opening your cases as P1 but you may regret this because this
essentially would require yourself to be available around the clock as well
as Cisco. Both parties will not appreciate this if your case is a genuine
P3. Ontop of this - you will get called hourly, emailed, paged and even
Cisco engineers turning up on-site 'are you ready ?'
3) Some support is outsourced to 3rd parties but those organizations have a
duty to provide the same level as customer focus as Cisco provide
themselves. Engineers working for 3rd parties are trained in-house by Cisco
and have access to all the TAC tools / escalation paths etc. I would say you
would not necessarily be receiving a poorer service if you case was being
handled by 3rd party TAC engineer.
4) You can try opening a case out of your local hours in order to receive,
what you may perceive as a better service (Australia). But if your account
is named (SP) - your local support team will (or should) pick up your case
the following morning anyway. If your support contract is just basic
Smartnet then this will not happen automatically.
5) Come on lets face it - imagine you are a TAC engineer with loads of nasty
cases, numbers and time for closure are of the essence, will you really want
to deal with 'A strange IPX issue' ?. You simply cannot blame a TAC
engineer waffling their way out of that ;) <joke>
6) TAC engineers do not have access to CCIE questions to help them determine
if you are asking ccie related topic. The chances of a TAC engineer knowing
that you are asking CCIE question is very slim but not impossible. I guess
it depends how explicit you are and if the engineer him/herself came across
the same question when they sat the lab. Like I said the probability for
that is very slim.
If your company pay big money then they deserve a certain level of cust-care
and if that fails - it's your duty to make the 'change' You should escalate
your issue internally within your company AND with the Cisco duty manager.
You can ask to speak to the duty manger anytime. In my view this is the best
course of action rather then requeing or opening another case bla bla bl...
ajaz
-----Original Message-----
From: Howard C. Berkowitz [mailto:hcb@gettcomm.com]
Sent: 23 June 2003 20:28
To: ccielab@groupstudy.com
Subject: Re: Cisco TAC satisfaction rating going down....
At 1:53 PM -0500 6/23/03, MADMAN wrote:
> Yes Chuck I think your description is more realistic. I haven't
>called TAC as a non-CCIE in a long time but I think with the CCIE
>they assume you have a clue and don't ask the real basic questions.
>Then again your hopefully not opening simple cases! Though I guess
>sometimes, thanks to less-than-desireable documentation I had to
>open a case to find out what the differance is between the 6500
>ROMMON1 and ROMMON2 and it took the TAC engineer 3 days to find the
>answer so I didn't feel sooo bad;)
>
> Dave
>
Presumably it helped when the engineer stopped looking in CCO and
referred properly to Gibbons' _Decline and Fall of the Rommon Empire._
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