Generally, for the purposes of effecting scaleable call-tracking management, larger organizations tend to have explicit policies regarding call closure, specifying intervals of time which must elapse or a certain number of unanswered attempts to contact the customer in order to close a call without the requestor's explicit permission. Almost Invariably, the support personnel are required to send a form letter requesting that the "end-user" respond if they are not in agreement with this action.
I've seen the TAC provide high-level weekend support, it just tends to take a little longer. ----- Original Message ----- From: "Paul Jin" To: Sent: Sunday, April 21, 2002 1:40 PM Subject: Re: TAC [7:42141] > see inline - > > Craig Columbus wrote: > > > > In my experience, either side can close the case. > > > > I've had TAC close cases that were not even close to being > > resolved. I > > assume that there's some type of reward structure for closing > > cases quickly. > > > > Generally, the TAC should be asking the customer if the problem has been > resolved and if the case should be closed. But depending on > circumstances, TAC can close it as well. But usually, I get emails from my > TAC engineer asking if the issue has been resolved and can we close the case. > > > > On another topic, has anyone had the experience that TAC is > > perhaps > > slipping a bit when it comes to the quality of the first line > > engineers? I > > don't remember having any problems with TAC until about the > > time Cisco's > > stock price started seriously dropping. Since that time, I've > > had several > > occurrences where I've had extremely rude and/or incompetent > > people > > initially handle my TAC cases. > > Probably because most TAC people are overworked now because of the layoffs. > Cisco probably have not been selling much new gears in the last 2 years, but > the day to day TAC support business probably never went down, but they laid > off people so fewer people are handling the same amount of TAC calls. > > And I think certain things that go to development engineer type groups have > been taking longer and longer to be resolved. Something that should take 1 > week, might now take 2-3 weeks. > > > > In each instance, I've had to > > get rude back > > and insist that they drop the case and transfer me to their > > supervisor. Once transferred, I got the superior TAC support > > that I'm used > > to. I spoke with a colleague about this, and he told me that > > he's had > > exactly the same experience. What's been your experience? Has > > this > > happened with increasing frequency to any of you? > > > > Craig Message Posted at: http://www.groupstudy.com/form/read.php?f=7&i=42159&t=42141 -------------------------------------------------- FAQ, list archives, and subscription info: http://www.groupstudy.com/list/cisco.html Report misconduct and Nondisclosure violations to [EMAIL PROTECTED]
