on the other hand, I open all of my cases with all relevant information and as explanatory comments as possible. *AND* I immediately call the dispatcher and ask for the case be requeued to Brussels. Simple, effective. I've yet to see an engineer from bru ignoring the information that's pre-attached. And in bru, even the first-line engs are reasonable enough to call in their escallation as soon as they get into the picture and see if they can help with the issue themselves.
(btw - asking for requeue to bru is what everybody reasonable at Cisco recommends to do - of course for europe...) -- deejay > -----Original Message----- > From: cisco-nsp-boun...@puck.nether.net [mailto:cisco-nsp- > boun...@puck.nether.net] On Behalf Of Mark Tinka > Sent: Monday, September 21, 2009 9:40 AM > To: cisco-nsp@puck.nether.net > Subject: Re: [c-nsp] Cisco TAC issues - can someone from Cisco > enlighten meon this? > > On Monday 21 September 2009 12:58:05 pm Justin M. Streiner > wrote: > > > I've run into this in the past with different vendors, > > even on occasions when the most frequently needed > > information ("show tech", "request tech-support", etc...) > > is attached to the support case before it gets assigned > > to an engineer. A response like the one that was > > previously posted indicates that the engineer who handled > > the case failed to look at those attachments, wasting > > time and effort on both sides. > > Same here; and we've seen this both for Cisco and other > vendors. > > We spend the time to post the usual details support > engineers would need when we first submit the case, i.e.: > > o software version > o platform type/model > o status before issue > o status during issue > o mitigating actions taken to resolve issue > o current status > o any changes that could be impacting > o how badly the network is affected > o what the impact may mean for business > o e.t.c. > > ... and then we get back a list of questions asking us the > very things we've submitted. Many times, I've sent back an > e-mail to the support engineers asking them to read my > submission and then come back to me - and it works, although > I'd rather not waste time doing that. > > Given how difficult dealing with TAC(s) can be via e-mail, > we've never engaged them on phone, unless when they call us > to run labs, fortunately or otherwise. > > It could be a lot better... > > Cheers, > > Mark. > > > __________ Informacia od ESET NOD32 Antivirus, verzia databazy 4437 > (20090918) __________ > > Tuto spravu preveril ESET NOD32 Antivirus. > > http://www.eset.sk > __________ Informacia od ESET NOD32 Antivirus, verzia databazy 4437 (20090918) __________ Tuto spravu preveril ESET NOD32 Antivirus. http://www.eset.sk _______________________________________________ cisco-nsp mailing list cisco-nsp@puck.nether.net https://puck.nether.net/mailman/listinfo/cisco-nsp archive at http://puck.nether.net/pipermail/cisco-nsp/