From: Neil Moore (neil@droopy.com)
Date: Sat Nov 29 2008 - 01:00:17 ARST
I have really good luck with calling into TAC. Especially to RMA
hardware. Very rarely do I get the guy asking if power is applied to
the device when I determined that the power supply had lost its magic smoke.
-Neil
Darby Weaver wrote:
> Maybe it's just me, but I've always had good luck and optimal outcomes with
> TAC so far. I call. I get in the queue. I'm told approximately when
> someone will call me back. I get "the guy" since typically this guy knows
> my issue. I explain what I've done and what references I have to help
> formulate why I've done whatever I've done or I have my show tech ready to
> present and all info, and things usually go pretty good from there.
>
> I suppose others have different stories?
>
>
>
>
>
>
> On Thu, Nov 27, 2008 at 2:55 PM, Scott M Vermillion <
> scott_ccie_list@it-ag.com> wrote:
>
>> Hi Felix,
>>
>> It's not necessarily the case that you will be assigned a CCIE-certified
>> TAC
>> engineer; it's my understanding that the CCIE is not that big a deal within
>> TAC. What happens is that you get routed directly to the appropriate "core
>> group" for the product/technology in question, meaning that you get to
>> bypass the frontline folks whose job it is to filter out the silly stuff.
>> I
>> guess the theory being that CCIEs will generally have done that before
>> picking up the phone. It's a nice privilege and one of the more tangible
>> benefits of CCIE certification, IMHO. I'm still sitting at just one TAC
>> case since certification, so it's not one that I get to use all that often.
>> But it's nice to know that I can!
>>
>> Regards,
>>
>> Scott
>>
>>
>> -----Original Message-----
>> From: nobody@groupstudy.com [mailto:nobody@groupstudy.com] On Behalf Of
>> Felix Nkansah
>> Sent: Thursday, November 27, 2008 9:45 AM
>> To: Julio Carrasco
>> Cc: CCIE Lab
>> Subject: Re: Cisco Service Requests opened by CCIEs
>>
>> Hi Julio,
>>
>> Cases opened by CCIEs are usually assigned to CCIE-certified TAC engineers
>> from the start, which results in getting quicker solutions in my
>> experience.
>>
>> You would usually need an active support contract to open cases with TAC
>> anyway.
>>
>> Felix
>>
>>
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