Am I being unreasonable with support?

[Dieselboy]

I had the support team come back to me and say that the bug I found is raised as a request for enhancement, because it requires a lot of work to do. So might not get done.

My response was something like: If I implemented a customer network with a fault, but it would take me a while to fix it and my response to the customer was "sorry about the inconvenience, I'll make a note of it but it will take me too long to fix it so I wont."
I know that they wouldn't be a very happy customer.

I think they are chancing it to see how many more cases report this issue.

[icecream-guy]

You know how long our feature enhancement for two-factor support in multi-context ASAs has been in the queue? been like over a year ago probably two. claimed they'd have to rewrite the entire code....we can't be the only ones that need that feature.

[Dieselboy]

I've lost count the number of times I've said to them "So I'm the only one in the world that is using this??".

Had another doozy this morning on another case. I do feel bad because support are just the front line / customer facing people. I've requested numerous times to be included on emails involving the people who are really working on the issues ie the devs but this never happens. Probably company policy. But I would feel a lot more comfortable chasing up the devs each day, I think a lot of my correspondence gets lost in the relay as well. Frustrating.

[deanwebb]

Maybe we should start a thread or blog for requests we've made to Cisco so that other members here can make the same requests and turn up the heat on them.

[Dieselboy]

Sounds like a good idea! I have a number of them.