From: joshua lauer (jslauer@hotmail.com)
Date: Sat Sep 04 2004 - 06:37:30 GMT-3
To be honest and no offense, when I get a case that get's queued in india I
usually ask to have it re-assigned elsewhere. They take too long to respond
and I have difficulty communicating sometimes. I can read the doc cd as well
as they can anyway :)
josh
Josh Lauer
----- Original Message -----
From: "asadovnikov" <asadovnikov@comcast.net>
To: "'Matt'" <matt_ccie_2004@yahoo.com>; "'Jay Hennigan'" <jay@west.net>;
"'Peasah, Richard Kwame'" <rpeasah@ku.edu>
Cc: <ccielab@groupstudy.com>
Sent: Friday, September 03, 2004 12:01 AM
Subject: RE: Expediting TAC Case
> 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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>
>
>
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