[c-nsp] Question for TAC

[Scott Whyte]

On 4/30/15 05:47, Eric Van Tol wrote:
>> I think it's because the same engineer is also working on my cases,
>> and since he's busy not working for me, he has no time to be not
>> working for you.
>>
>> (I have a case that is quite straightforward, and after the
>> engineer built a lab setup that didn't show the problem, most
>> likely due to "using wildly different IOS versions", he just
>> stopped talking to me - maybe he's busy sending vacation messages
>> to everyone else...)
>
> This was hilarious, thanks (the first paragraph, not the second).
>
> Anyway, I would like to say that I'm glad to see it's not just me.
> Is it really possible that so many TAC engineers are going on
> vacation so soon after taking cases?  It's absolutely ridiculous the
> amount of times I've had this happen to me.  What are the actual odds
> that this is just coincidence?
>
> As for asking for a new engineer to take the case, that's a big
> problem for me.  Usually when I open a case, it's something that I've
> spent hours, days, or weeks on, simply because I've exhausted all
> possible solutions on my end (Opening cases with TAC is a last
> resort).  I have a difficult enough time telling the first engineer
> what the problem is, what I've done to troubleshoot it, and so on,
> that I don't want to have to go through the same process with another
> one.

TAC needs a reputation system if you don't like their pay-to-play 
solution.  I don't see how they can efficiently deal with clueful folks 
otherwise; troubleshooting always involves starting at the bottom, and 
without some metadata each case has to reset back to zero with each 
engineer.  Of course, building a reputation requires opening cases, so 
its a bit of a catch-22.

-Scott

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