Escalating a support case?

[thaack]

I am having an issue with unbinding networks from a template. I have an open case that has been open almost a year at this point.

The case has been referred to the development team for a significant amount of time now with no resolution. I've escalated the case with my sales rep as of today - is there anything I can do further? The only way I figured out that you could even do that through the sales rep was when I called support today requesting an escalation. I am shocked that this is possible for a case to be open almost a year at this point without some sort of auto-escalation.

Meraki employees: If you would be so kind as to look into this case for me, please PM me and I will send you the case number.

[mloraditch]

There is no officially documented escalation process for Meraki (unlike regular tac). I found this quite old forum post: https://community.meraki.com/t5/Off-the-Stack/Question-about-Support-Escalation/m-p/12944 which is basically just a normal ask for a manager.

Your account rep is definitely an escalation resource, but if something has gone to development I can tell you it's pretty much a black hole.

[thaack]

Thanks, found that thread as well - this stinks ☹️

[CMR]

I've got the same for alerts on the MV72X going mad when it rains at night. I expect the product to be retired before it's fixed. I'm shortly going to be testing a MV73X in the same location to see if that's also impacted.

[BlakeRichardson]

@CMR I have the same issue and have not been able to resolve either. I was thinking the same thing with trying a MV73 when the next round of cameras are being replaced but if that doesn't fix the issue I will be looking alternative vendors.

The cameras I have are to protect staff and the hundreds of false positives are useless.

[ConnorL1]

@CMR & @BlakeRichardson - that's not good to hear, mind dropping me a DM with the case number(s) if you've got one open? If not, do drop me a message anyway and we can discuss this.

I'm assuming "Alert only on people detection" is enabled?

[CMR]

Thanks @ConnorL1 I'll send it over and yes that is enabled...

[ConnorL1 · Accepted solution]

Howdy @thaack 👋

To escalate a case, you can simply ask within the case. The Engineer will then reach out to their manager for it to be formally escalated - at which point it'll hit my team, we'll then review the case and provide relevant next actions, questions to fill any knowledge gaps and speak with PM/Engineering should it be required.

As @mloraditch mentions too, you can request to escalate via your account manager, the above process will then take place. Feel free to DM me your case number and I can take a peek.

Cheers, Connor.

[thaack]

I'm going to accept this as a solution, however this was not my experience.

I first requested to escalate this this case via message through the dashboard and this was evidently not done (from what I can see).

I then attempted to call support and request escalation, and the engineer advised me to reach out to my sales representative and stated that he could not escalate the case himself.

I don't want to get anyone in trouble here - it's not support's fault in the end; it's a dev issue but that was my experience. I'm assuming there are some other problems here as well as this case is assigned to an engineer that is not in my same time zone (as I first opened this after hours) making communication difficult.

In the end - I have been provided a workaround for now that I will attempt this weekend but if you still want the case number - shoot me a PM.

[thaack]

FYI - this was escalated, and the original engineer has provided a workaround that I will attempt this weekend.

Shout out the two Meraki employees (@Ryan_Miles & another engineer who just wanted to credit his co-worker who alerted him to my post 😁) who sent me a message offering to help look at the case. You guys are the best!

[CarolineS-Meraki]

FWIW you can only edit a post within 24 hrs of posting it (to prevent spammers from adding junky links after the fact) - but feel free to PM me the changes if you want to edit it after that!