[cisco-voip] TAC question

[Lelio Fulgenzi]

It's unfortunate that those with 15-20 years of experience, but without a CCIE, must have to endure the pain of some first level support engineers. I haven't had too many bad experiences lately, but for a while there, even routing the call to the appropriate person was difficult. I'd try to have patience, and answer all their questions, and go through most of their troubleshooting steps, but there were some trigger statements that I'd have to basically say, "I'm sorry, I really don't think that is the root cause of the problem, and I'd like to escalate this to get a quicker resolution." Most of the time, they were totally understanding. Once and a while, they insisted, and voila, their suggestion worked. It's give and take really. 

my two cents 


--- 
Lelio Fulgenzi, B.A. 
Senior Analyst, Data Centre and Communications Facilities 
Computing and Communications Services (CCS) 
University of Guelph 

519‐824‐4120 Ext 56354 
lelio at uoguelph.ca 
www.uoguelph.ca/ccs 
Room 037, Animal Science and Nutrition Building 
Guelph, Ontario, N1G 2W1 

----- Original Message -----

From: "Scott Voll" <svoll.voip at gmail.com> 
To: "Wes Sisk" <wsisk at cisco.com> 
Cc: "cisco-voip" <cisco-voip at puck.nether.net> 
Sent: Wednesday, August 14, 2013 1:06:24 PM 
Subject: Re: [cisco-voip] TAC question 


I would love to have a CCIE just to route calls to TAC more effectively..... but spending a year training for it, and not get anything from my enterprise for it..... Just doesn't make sense. 


Just say'n 


Scott 



On Wed, Aug 14, 2013 at 8:44 AM, Wes Sisk < wsisk at cisco.com > wrote: 


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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