On 8/1/23 20:18, Mike Hammett wrote:
I have a wave transport vendor that suffered issues twice about ten
days apart, causing my link to flap a bunch. I put in a ticket on the
second set of occurrences. I was told that there was a card issue
identified and would be notified when the replacement happened. Ticket
closed.
Three weeks later, I opened a new ticket asking for the status. The
new card arrived the next day, but since no more flaps were happening,
the card would not be replaced. Ticket closed.
A) It doesn't seem like they actually did anything to fix the circuit.
B) They admitted a problem and sent a new card.
C) They later decided to not do anything.
Is that normal?
Is that acceptable?
To avoid issues flapping causes, I disabled that circuit until
repaired, but it seems like they're not going to do anything and I
only know that because I asked.
It's not normal, nor should it be acceptable. They have probably gotten
away with this sort of behaviour long enough that it is entrenched. But
I suspect they will jump if you scream loud enough, or even threaten
cancellation.
It comes down to how much time and energy you have to chase this.
I would recommend insisting on an RFO and pushing for extreme comfort on
your side, even if it is at their expense.
They will try to get away with whatever they can.
Mark.
