Cisco support problems

[Dieselboy]

Had a couple of issues with webex but the real issue is; when I have a webex issue I actually have two: the first being webex, the second being TAC.

This weeks trend seems to be "send the customer a initial response template mail and then go off shift", although the template email I receive has "next actions" which are questions to me, all of the answers to these questions have already been provided in the case when opening. It has been effective to call into the TAC and then ask to speak to the engineer. Where they have replied internally to the person taking my call saying "I'm going on lunch now I'll call the customer later", again it has been effective if I ask to speak to their manager about the case - to understand the engineers mail I had received.

I'm advised that many Cisco TAC are working from home because of COVID.

[deanwebb]

That may be where they have a standard template for you to work with, everyone gets it, and they have to work with scheduling a callback to you. They may have staff offline and have to juggle with availability issues.

[Dieselboy]

yes - pretty serious now. Things have vastly changed since Friday 20th last week, to Monday this week.

[deanwebb]

yes - pretty serious now. Things have vastly changed since Friday 20th last week, to Monday this week.

Yep. They sure have.