[cisco-voip] TAC question

[Erick]

I'll chime in to. 

Maybe they can leverage the ratings from the support forums for people's cisco IDs at some point in the case routing criteria. 

I find if one opens ticket online and provides good notes, logs, etc and details it gets to right team. 

Again, thanks to all the TAC/cisco folks on this list. Very helpful and good insights. 

Sent from my iPhone

On Aug 14, 2013, at 4:52 PM, Anthony Holloway <avholloway+cisco-voip at gmail.com> wrote:

> 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.
>>> 
>> 
>> 
>> 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
>> _______________________________________________
>> cisco-voip mailing list
>> cisco-voip at puck.nether.net
>> https://puck.nether.net/mailman/listinfo/cisco-voip
>> 
>> 
>> _______________________________________________
>> cisco-voip mailing list
>> cisco-voip at puck.nether.net
>> https://puck.nether.net/mailman/listinfo/cisco-voip
> 
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20130814/aca506bb/attachment.html>