Question about Support Escalation

[Mr_IT_Guy]

@CarolineS1, @daviscot, @anyone at Meraki,

Can you give some insight as to how Meraki support escalation works? I currently have a ticket that I was trying to get support help on this morning and was unsatisfied with how the tech (not the one originally assigned to the case) handled the issue. Essentially, the message was, "I don't see what's causing the issue so there's no issue" even though I was clearly able to reproduce the issue. When I asked the tech to escalate me up, he asked for my rationale. I responded with something along the lines of "While I make no offense to your skillset, I'm having an issue you are not seeing that maybe someone above you might". He then informed me that there is no real escalation process, which I know is not true. Ultimately it was an intense phone call that resulted in me being very unhappy and telling the tech I would call back to get a different technician before I hung up on him.

I have had difficulty being escalated up before. It required calls from my Meraki rep and some e-mails being sent from our IT Director before I got to a Senior Technician. Other times, I was able to be escalated with no issue. Why is this a difficult request? I know I'm not the only person to have this happen to.

[RodHelpdesk]

akan33 and Mr_IT_Guy
Its not just you having issues getting issues resolved or escalated.

Sorry RodrigoC, what happens when a top-tier Engineer cant/wont fix the issue and then flat out refuses to escalate when requested.

5 April 18 My ticket was opened... still no resolution.
The assigned Tech provided no assistance other than paraphrasing my questions.
When asked too, would not escalate the issue.

1 May 18 So, I opened another ticket, figuring another tech would get the ticket and I would get some traction there.
Another tech was assigned; but then the tech from previous case, took over the case and requested that I keep the case in one location.
Still refused to escalate. (I just noticed that the case was closed in the last week, reopened that again, its not fixed)

Phone call to in country support got another case started... still no resolution...
Asked again for escalation... just the next guy up the chain who could not provide any more useful information.
During these calls I found out it was a known issue locally! So nearly a month of wasted effort in problem solving.
Meraki have no fix for this.

I can still produce the issue at will and currently have some settings in place to mitigate it. (Even though the Meraki Tech said it would not make a difference)

Pointing out the SLAs mean nothing...

I've since found out that other Meraki MX users in Australia have the same issue and cannot get any traction with Support either.

Our licence is expiring in 10 days...
Our new routers have not arrived yet... delayed shipping. (Hint, they're not Meraki)
I hate rewarding bad behaviour, but we are now going to have to pay AU$700 just to get some more time to get the new routers in place.

So if you're in Australia, using a MX6x, using the Major telco as your ISP, you WILL have issues with upload speed and packet loss, that then fails over to 4G (if you have one) or nothing... if you dont.

Meraki have no fix for this.

[ramargarcia]

Completely agree, I am a big Cisco fan, what Meraki is doing with its support is definitely not good for Cisco. My ticket is opened since last end of October, "escalated" through different ways, reseller, trying to make them escalate, etc. only last week a manager called me apologizing for how the case has been handled! there's no a good follow up, there is for simple small cases yes, but not for complex issues. I have talked to many engineers, some of them didn't even bother to register what they did, I can't understand why. I tried to escalate through the support center and I only got excuses or just ignoring the request.

[aws_architect]

I also have couple tickets open since May , we are in August ...

i think should be a button on the support interface to request escalation , for exemple Atlassian have it an It works well .

[Jeff Longley]

I'm another UK based person frustrated by support...

It would seem that support wait until the very last SLA point before responding (so often 24 hours between responses) and even then their response is designed to frustrate, asking questions that have already been covered, or the classic "Raise it as a feature request"

forget SLA's - Move to the Net promoter Score system if you really want to know what your customers are thinking.

[aws_architect]

Thank you Jeff_Longley , I share exactly the same experiences with you.

It is more confortable to know that I am not the only one being frustrated by the Support.

Let's hope that someone hear us.

[Jeff Longley]

oh and asking for a call to be escalated doesn't work either. I was told "I'm already working with other people, if it needs escalating, I'll escalate it."

[ramargarcia]

I completely agree with you and I share your pain.

[Gan1]

I opened a TAC case and the TAC responses does not seem like he is interested to help the issue.
He gave 2 links which did not answer the query.

In return, I researched the community and provided the link back and explained there is a beta out for the reported problem.

TAC replies that beta for it is closed and I should wait for the actual release.
Nothing else.

I have now requested for an escalation on the ticket, as per @RodrigoCW advise.
lets see if the TAC actually gets his manager to review the ask.

[Gan1]

My TAC case, the engineer gave a template about acknowledging my escalation and I did not see a Manager own it up. (signs of an ailing hierarchy)

However, this community is good, Rodrigo responded promptly and help through. Thanks Meraki Community!.

[pranesh1]

Hi Had opened a case with meraki for solarwinds integration issue meraki engg had asked to arrange solarwinds also in call so we scheduled call and shared invite but meraki engineer never showed up and we are trying to call them and trying to pull them in call call is getting answered but from support end they are not speaking this is going