Daniska, Tomas wrote:
(btw - asking for requeue to bru is what everybody reasonable at Cisco recommends to do - of course for europe...)
Does anyone know what the equivalent would be in the states? I try my best to open cases first thing in the morning (CST) when I'm likely to get someone in the states. That said I've still had my share of communication problems to overcome. I had actually had to requeue cases twice because of communication issues. I hated to do it but I needed help and I needed it right then. I couldn't spend 3 or 4 times as much time trying to overcome that hurdle. I had a case routed to Australia a few weeks ago. I was thinking that this would be fine. As it turns out she had one of the thickest accents I've ever heard. She was not from Australia. Fortunately she went on leave part way into my case (which was good because all I ever got from her was form letter replies, nothing helpful). So I requeued on a Friday. I got an engineer from SJC. That Monday he sent me some more info and then also went on leave. So I requeued for a 3rd time. That engineer was very helpful and we managed to resolve the issue. He went on leave as the case was wrapping up. I wish I worked at Cisco and had all that PTO! :-)
Steve and everyone else: when you feel like you're getting the run-around from TAC (it happens from time to time, even with the best of engineers) you need to ask for the Duty Manager. If the TAC engineer won't connect you with that person or doesn't know who it is grab another phone and call back into Cisco. Give the case dispatch person your SR and ask for the Duty Manager. Explain what you think is going off track with the case and what you feel would be the appropriate way to proceed. They should be able to help; it's their job.
I've had to involve the Duty Manager a couple times on highly complex issues that involved multiple technologies. For example I'm calling in about an IPSec SPA issue in a 7600 and because it's a 7600 I got routed to the switching group. I need people from both groups and then some to effectively troubleshoot the problem. After a few hours of the switching person beating on the problem it was clear to me that he didn't have the skills needed to troubleshoot the IPSec SPA. Unfortunately he didn't want to involve the other group. I didn't have time to wait for him to come to the same realization that I had so I had the Duty Manager do it for him. The VPN Specialist that they got on the phone was extremely helpful in troubleshooting the problem. We'd have hours waiting on the switching guy to escalate the problem if I hadn't escalated the case to the duty manager. Sometimes we engineers are reluctant to ask for help.
On the whole I usually have good luck when I call TAC. Here lately I haven't had as good of luck but usually it's not a problem. The engineer frequently leads me to discover what the problem is; I just needed someone to bounce ideas off of and talk the problem out. Occasionally I'll get an excellent engineer who is extremely deep in the technology at hand and he quite literally schools me. That happens far less often I'm afraid.
Justin PS==> Ask for the Duty Manager.... _______________________________________________ cisco-nsp mailing list [email protected] https://puck.nether.net/mailman/listinfo/cisco-nsp archive at http://puck.nether.net/pipermail/cisco-nsp/
