From: asadovnikov (asadovnikov@comcast.net)
Date: Fri Sep 03 2004 - 01:01:35 GMT-3
I usually never talk about such general subject on this board but this
particular one is important I think.
Given that all Matt has said is true, the not-so-recent change in Cisco Case
system work to real disadvantage of anybody who carries CCIE status. Even
before the change not all call were ccie-to-ccie routed in actual
practicality but a person taking your call knew about your status, which
allowed to bypass initial troubleshooting phase when TAC engineer tries to
figure out if you know what you are talking about. Now it is back to your
case being routed in many cases to a dude in India who has no comprehension
of what you are talking about (no racial offence, please it happens plenty
with TAC engineers here in US as well). So unless I have network down I
waste my time going though the process, explaining, re-queuing... by the way
Cisco wastes moneys as well by putting people at work who have no chance of
resolving my case but could have possibly helped somebody else.
I trust that this change results in a major degradation of services to
networking community and impact both who do and do not hold CCIE title.
And NO I am not fine with that. I am real surprised though that there is
not more outrage about it. Did we all forget what the service should be
like? TAC quality keeps going down...
Best Regards,
Alexei
-----Original Message-----
From: nobody@groupstudy.com [mailto:nobody@groupstudy.com] On Behalf Of Matt
Sent: Thursday, September 02, 2004 9:03 PM
To: Jay Hennigan; Peasah, Richard Kwame
Cc: ccielab@groupstudy.com
Subject: Re: Expediting TAC Case
Cisco has recently changed the system they use for
cases. Previously if you were a CCIE and opened a
case, that would be indicated so the TAC engineer
would see you are a CCIE. You could also request to
speak with a CCIE if you liked. With the new system
they no longer indicate you are a CCIE on the case,
but you can still request to speak to a CCIE, or have
the case requeued etc if you are not happy with the
TAC engineer handling your situation. Keep in mind
however, that speaking to a CCIE doesn't necessarily
mean you are speaking to the best person for your
problem. There are plenty TAC engineers that may know
a particular piece of hardware or routing protocol
inside and out, but do not have a CCIE.
just my 2 cents,
-Matt
--- Jay Hennigan <jay@west.net> wrote:
> On Wed, 1 Sep 2004, Peasah, Richard Kwame wrote:
>
> > Group,
> >
> > Is there a "ccie" express queue for expediting
> trouble calls to cisco
> > :-)
>
> Not specifically. I think they may get flagged as a
> "Don't ask this
> person if it's plugged in" type of thing.
>
> TAC cases are prioritized based on business impact,
> a non-CCIE with
> a network down will be queued ahead of a CCIE with
> an obscure "How do
> I configure X.25" type of question.
>
> And I'm fine with that.
>
> --
> Jay Hennigan - CCIE #7880 - Network Administration -
> jay@west.net
> WestNet: Connecting you to the planet. 805
> 884-6323 WB6RDV
> NetLojix Communications, Inc. -
> http://www.netlojix.com/
>
>
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