Hi, On Fri, Nov 30, 2007 at 03:14:32AM -0500, [EMAIL PROTECTED] wrote: > > I completely fail to understand the mindset behind this question. > > Maybe the vendor's tech support sux so much they want to try a different > vendor? > > /me, stuck at desk, waiting for TAC to call
Indeed, Juniper's tech support sucks, but we've only rarely actually
*needed* their tech support - most of the time, the boxes just do what
we needed them to do.
(We have about 50 small and a couple of larger netscreen firewalls in
vastly different customer setups, so we've seen almost everything that
customer creativeness can come up with)
I'm not sure whether Juniper's TAC is *worse* than "other major vendors"
- right now, we're waiting for Citrix TAC on a netscaler crash bug, and
I have a (admittedly low-prio) case with Cisco TAC that is not moving
since a year or so...
Most TACs tend to give you the "stupid customer runaround" first (have
you tried the most recent firmware? have you reloaded the box?) - and
how well the TAC folks can do their job *after* these initiation rites
depends very much on the backing from the engineering folks. This seems
to be a major problem with Cisco these days - if the engineer declares
"this is not a bug", then it is not a bug. Period. No way to escalate.
(Daniel Roesen ran into this recently).
gert
--
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Gert Doering - Munich, Germany [EMAIL PROTECTED]
fax: +49-89-35655025 [EMAIL PROTECTED]
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