[cisco-voip] TAC question

[Anthony Holloway]

Ryan,

Since you wanted to hear from non-Cisco folks, I'll chime in.  :)

It would be great if instead of making an assumption, in either direction
(CCIE = More Competent or No-CCIE = Less Competent), that case openers can
have ratings and reviews associated to them.  I.e., If I open a case and am
prepared with good information, screenshots, logs, and a clear problem
statement, that should hold some weight over whether or not I have a CCIE.
Think about an Amazon product review, and how star ratings/comments help
consumers understand what it is they are buying.  Is it a piece of junk, a
good value, or the best of the best?

I understand that the devil's advocate in all of us would say: Well that
rating system can be abused to artificially inflate a friend's rating, or
to damage the image of a person you dislike over that one bad case you had
with them.  However, I think these risks can be mitigated with the proper
checks and balances to the point of making the system useful.  You could
start with attaching Cisco ID's to the reviews/ratings to remove the
anonymity that most internet reviews provide.

Anyway, this is just something I have been kicking around in my head for a
few years.  I always like to pretend that there's already a rating system
in place, and since I always treat my assigned TAC person with respect, I'd
like to think my fictitious rating is 5 stars!  Besides, you never know
when karma may strike in your favor.  ;)

And since we're on the topic of TAC: Thank you and the other TAC/HTTS folks
who participate on this mailing list, helping all of us out with our many
issues.



On Wed, Aug 14, 2013 at 10:07 AM, Ryan Ratliff (rratliff) <
rratliff at cisco.com> wrote:

>  Basic troubleshooting makes me wonder what is different about you from
> the rest of your team?
> Here's the answer.
> http://www.cisco.com/web/learning/certifications/expert/program/index.html
>
> Technical Service Requests (Case Routing)
>
> Service requests made to Cisco Technical Support (TS) by CCIEs in good
> standing, on behalf of an organization with a valid support contract, will
> be routed directly to the more experienced core TS support engineers.
> Routing is done automatically based on Cisco User ID; no special phone
> number or URL is required. For more information, contact Cisco Technical
> Support <http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml>.
>
>
> I'd love to hear the other (non Cisco) folks chime in on whether this
> applies to cases the CCIE works directly or opens and then hands off to a
> (non-CCIE) colleague.
>
> -Ryan
>
>  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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