[cisco-voip] TAC question

[Bryant Onojeta]

Hey, I want to chime in, I love this group!!! :)

-Bryant

On Wed, Aug 14, 2013 at 6:40 PM, Erick <erickbee at gmail.com> wrote:
> 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
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