From: Scott M Vermillion (scott_ccie_list@it-ag.com)
Date: Sat Nov 29 2008 - 01:26:29 ARST
I think hardware RMA is the best case scenario for any TAC type of
engagement. It's when you've done the necessary groundwork to make a solid
case for an IOS bug that you can potentially run into some speed bumps along
the way. That's when it's nice to get straight to the core groups who know
how things are supposed to work and can easily recognize when they're
failing to do so (beyond obvious primary power issues, etc). This is
particularly beneficial when you're in a "limited engagement" type of
scenario (where either you yourself or one of your trusted techs is on site
- but for a limited period only, so time is of the absolute essence). My
general perception from what I'm hearing is that normal TAC routing works
just fine in most enterprise type of scenarios but, in my view, expedited
routing can potentially be quite valuable in consulting or systems
integration type of environments where hardware failure is not likely to be
the culprit...
-----Original Message-----
From: Neil Moore [mailto:neil@droopy.com]
Sent: Friday, November 28, 2008 8:00 PM
To: Darby Weaver
Cc: Scott M Vermillion; Felix Nkansah; Julio Carrasco; CCIE Lab
Subject: Re: Cisco Service Requests opened by CCIEs
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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