Try this one:
Get call on Sunday morning, 8am -- woken up after going to sleep at 5:45am.
Drive 50km to site, to find a port on a 2924XL is not forwarding traffic.
Try another port, works okay. Phew. Try notebook on "faulty" port, won't
forward traffic. Reboot switch. Won't forward traffic. Swap with onsite
spare switch. Works. Remove switch to talk to TAC and get RMA replacement.
2 weeks of telephone tag, and "recreate the problem, in a way that we can
troubleshoot this". Problem can not be recreated over 2 weeks.. all 24
ports tested a total of 12 times each. RMA REFUSED. Told to give the
switch back to the customer, and reinstall it into a production network.
The equipment plugged into that switch port? A PLC that controls an
electronic industrial press, which if it doesn't recieve calls does not
work; possible consequence: well, if someone gets an arm stuck in a moving
part, lost limbs or even human death.
The unit in question was even more reluctant to be serviced, because it
replaced a 2924XL 6 weeks prior, that simply had 8 dead LEDs. A cosmetic
problem, but was replaced nonetheless (along with 3 others at the same time
from the same site).
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]]On Behalf Of J
Roysdon
Sent: Wednesday, January 31, 2001 10:09 PM
To: [EMAIL PROTECTED]
Subject: Re: OT (sort of) TAC Horror Stories
Yeah, I've had experience with their Cache Engine team and found it lacking
as well. Turns out an online banking customer using the box couldn't even
use it as the CE500 won't work with https/SSL certificates (I believe that
was the issue, might be a little off on my terminology). Too bad TAC didn't
know that. The worst thing is that Cisco is the one who recommended the
product without researching what it could do and that it wouldn't support
the traffic they needed to pass (if nothing else, it slowed it down).
--
Jason Roysdon, CCNP+Security/CCDP, MCSE, CNA, Network+, A+
List email: [EMAIL PROTECTED]
Homepage: http://jason.artoo.net/
Cisco resources: http://r2cisco.artoo.net/
"Rick Thompson" <[EMAIL PROTECTED]> wrote in message
[EMAIL PROTECTED]">news:[EMAIL PROTECTED]...
> I have never had a problem with TAC that i can think
> of. Their cache engine support team is not that well
> experienced but they get the job done, just takes a
> little longer then with the R&S groups. I have had a
> lot of failures with the 3548XL switches though. Bad
> GBIC and loose screws during shipment, sounds like we
> are seeing the same issues. The GBIC failures are
> usually the slot going bad not the module itself, they
> come in waves, 2-3 at a time every few months.
>
> But when it comes down to TAC, i can't complain. Now
> the QA people that see the products out the door,
> Cisco needs to do something there, new and rma.
>
> Rick Thompson
> --- "Erick B." <[EMAIL PROTECTED]> wrote:
> > Hi,
> >
> > First of all, this isn't a problem with cisco TAC.
> > They assisted you and dispatched hardware in a
> > timely
> > manner. This is a problem with damage during
> > shipping
> > or possibly defective units from the warehouse or
> > supplier used. I don't work for them but do know
> > sometimes that companies use other suppliers for RMA
> > dispatches. Since you got 2 slightly-defective units
> > in a row I would let TAC know about it nicely and
> > ask
> > them to pass it on to their RMA/logistics group so
> > they can look into it. Give them the RMA #, case #,
> > etc.
> >
> > --- Bob Johnson <[EMAIL PROTECTED]> wrote:
> > > Just curious about other peoples experiences with
> > > TAC on products "gone
> > > bad"...
> > >
> > > 1) Get call while almost in bed at 9:30 PM
> > > 2) 3548XL GigE interface goes down...
> > > 3) Restart and power cycle switch to no avail..
> > > 4) Swap out GBIC and fiber patch with no more
> > > luck...
> > > 5) Call TAC, luckily equipment is on 7x24x4
> > > SmartNet..
> > > 6) Actually get new switch in 3.5 hours delivered
> > to
> > > site..
> > > 7) While configuring notice fan does not work...
> > > 8) Install anyways and call TAC again (luckly unit
> > > was near HVAC vent)...
> > > 9) TAC agrees to send another unit but have to
> > wait
> > > till next afternoon..
> > > 10) Replacement arrives but half it's ports don't
> > > enable after boot (the
> > > LEDs stay sort of yellow)
> > > 11) TAC agrees to send another but it will take
> > > (this was on a Friday) till
> > > Monday...
> > > 12) Get replacement..
> > > 13) Pull out of box and hear a serious rattle
> > (must
> > > be atleast two parts
> > > loose in chassis)
> > > 14) TAC agrees to send another unit but need 3
> > days
> > > to find one...
> > > 15) Unit finally shows up and actually works (and
> > > didn't rattle)
> > >
> > > I was lucky as the first unit worked (though it's
> > > fan did not) and did not
> > > over heat (mainly due to it's location)... Had
> > there
> > > been cooling problems I
> > > would have yanked a fan off one of the other units
> > > (though as the part was
> > > not a "service item" TAC did not support such
> > > creativeness)..
> > > Just curious as to what anyone elses TAC horror
> > > stories have been like?
> >
> >
> > __________________________________________________
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> >
> > _________________________________
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>
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