[c-nsp] Cisco TAC issues - can someone from Cisco enlighten me on this?

[kevin gannon]

There is always a Duty Manager available to escalate faults.
They are non technical but there job is get you the support
you need in critical situations. In the 10 years I have been
dealing daily with the TAC I have spoken to them may 5
times and each time they have done the business.

Regards
Kevin

On Mon, Sep 21, 2009 at 9:24 AM, Alan Buxey <A.L.M.Buxey at lboro.ac.uk> wrote:

> hi,
>
> the webex option is worrying when you have a core failure
> (and therefore network is unknown useable status)
> I think a large swathe of support is going the webex route
> where they get you to log in and then they poke around
> your system using predetermined flow chart of things to check
> (i've been on the end of 2 of these recently - the end
> result being ' yes, it is configured as you say and tech-support
> shows, and yes we do see the same error message as you  :-| )
>
> but regarding the phone call - its not quite 'native English-speaking'
> that you are after per-se.... what the issue is is regional
> accents - strong accents and pronunciation can make for very difficult
> and strained conversations.. believe me - we have 'native English speakers'
> all over the UK who can be very difficult to fathom - many times I have
> been chatting to support staff in Scotland, Nthn Ireland etc and i just
> cant
> make out certain words/phrases so have to 'replay' the words i did make
> out to make out what they've said - and Tyneside and Merseyside accents
> can be just as bad ;-)
>
> unfortunately, with 'worldwide' companies and support this situation
> will become more common.... salaries in the 'up and coming' economic
> zones are $$cheap$$ and working rules/protection very weak... out of
> hours working is not eg double time or time off in lieu. and VOIP
> technology lets this play out cheaply too. They can probably train up
> and hire 4 or 5 Eastern engineers for the price of a Euro or US
> engineer on the phone (an Engineer limited to ~39hours /week and well
> paid overtime/out of hours coverage etc)
>
>
> anyway, technically - you booted your 6500's into a new IOS...they
> actually came up, switched/routed for some time and THEN dropped back
> to ROMMON mode?
>
> alan
> _______________________________________________
> cisco-nsp mailing list  cisco-nsp at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-nsp
> archive at http://puck.nether.net/pipermail/cisco-nsp/
>