[cisco-voip] TAC question

[Wes Sisk]

Erick,

We see very good performance, feedback, and stats from our partners. If there are specific concerns we'd really like to know.

Regarding opening a case and handing it off - how do you feel that plays out? For us it means we assume and approach CCIE caliber expertise and communication. We've seen some instances where non-CCIE's don't really speak the lingo and friction ensues.

-Wes

On Aug 14, 2013, at 10:34 AM, Erick Wellnitz <ewellnitzvoip at gmail.com> wrote:

Wondering if any of the Cisco guys could shed some light on a situation?
 
Guys on my team, non CCIE, non Partner, are getting thrid party 'engineers' when they open TAC cases and very poor service.  Is this the norm now?  When I open a case I get a 15 - 20 minute response time even on sev. 4 cases.
 
It's kind of goofy that in order to get a deccent TAC engineer I would have to open all of the cases and hand them off.
 
Thanks!
 
-E
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