Only part failure I've ever had was out of the box with a 2900 with two
slots. One slot had a FDDI module, and the other a FE module. It was
acting as an expensive transceiver. TAC stayed on the phone while we
troubleshooted the hardware and ended up getting 3 support personnel
involved as it was thought to be a spanning tree issue with the FDDI.
Basically, what I'm saying is that instead of just saying, "Yeah, bad part,
send it in," they troubleshooted the mess out of the thing as it was a
mission critical link to a bunch of legacy equipment (3 hours or so). In
the meantime, we left a huge Bay box in place with the FDDI ring connected
to it and a 10mbit hub port connected to the other Cisco gear. Even though
we had a DOA part, the customer was very happy to see their support contract
paying off already, and the part was there the next day and worked with no
problems.
--
Jason Roysdon, CCNP+Security/CCDP, MCSE, CNA, Network+, A+
List email: [EMAIL PROTECTED]
Homepage: http://jason.artoo.net/
Cisco resources: http://r2cisco.artoo.net/
"dre" <[EMAIL PROTECTED]> wrote in message
94lis6$icg$[EMAIL PROTECTED]">news:94lis6$icg$[EMAIL PROTECTED]...
> 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...
>
> The problem here was that you are using 3548XL switches...
> if you were using a modular chassis with redundant
> everything (i.e. 6500 w/ dual PSs, SUPs, et al), you
> probably wouldn't be worried about your 3548XL. Not
> to mention that the MTBF numbers on the XL series
> suck in comparison to the 6000/6500.
>
> > 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?
>
> I've personally never experienced any problems with the TAC.
> It is often that I get a front line person that has no idea
> what I'm talking about, and sometimes they try to help anyways,
> but after I explain to them that I would like it escalated,
> they do it. Good team of people, IMHO. Best tech-support ever.
>
> It sounds like your problems were not even TAC related, more
> like shipping and receiving problems (UPS, anyone?). So be
> more careful when trying to pin the blame on a tech-support
> department, especially the Cisco Technical Assistence Center.
> They were doing their jobs just fine.
>
> -dre
>
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