On Nov 9, 2010, at 2:31 PM, Gert Doering wrote:
> Hi,
>
> On Tue, Nov 09, 2010 at 01:04:15PM -0500, Edward Beheler wrote:
>> Someone over there does apparently read the comments when you rate your
>> download experience:
>
> I'm not sure someone actually *reads* them, as opposed to "click on
> <insert standard reply>".
>
> It's not like "the whole experience is painful" can be described with
> a single screenshot. More like "20 of them".
I have gotten responses, you need to pick the lowest setting for each and say
it's "NOT POSSIBLE". I have opened tac cases on this in the past. It's funny
watching the tac eng scramble as they actually need to open an internal
helpdesk ticket.
I also am "mean" to TAC guys and make them wait to close a case until fixed
software is available for download.
The following types of case statuses don't count against the TAC engineer
either:
Customer Pending
Restoration of Service
Software Release Pending
I'm convinced that the corporate culture will not change at this point without
pain. If someone from the software download team cares to bother to *explain*
what they are doing, I'm more than willing to listen. Using ITAR as an
"excuse" isn't helpful, there need to be logical reasons. I'm actually not
100% against the "Calling me a thief" when I download software, but it does
annoy me when I have BU owned equipment, or demo gear I am fetching software
for. It also means I can't open cases on the website against those as well.
Cisco needs some true clue in this area that actually understand how networks
are operated vs the colocated enngineer on-site that happen at the largest
accounts to "work around" these availability issues of customer facing tools.
- Jared
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