cisco tac engineer issue

[ilana_ilana]

Hello all,

We have been working on a case with TAC engineer for more than a month now and absolutely fed up with engineer support. Every time engineer request for debugs logs and then disappeared for weeks. On sending emails and asking for status there is no reply. Engineer responds back late and suggest to upgrade ios, reload system, update phone firmware etc etc ... solutions which are most like hit and try. We were fedup with this irresponsible behavior and we wrote to her direct manager and requested to involve senior engineer. Surprisingly its been more than 48 hours now and he didn't even care to respond back. We can assume they are on leave but why they don't set a auto reply message for emails, at least its better to inform you are off rather leave customer blind.

Our client is really not convinced with Cisco support after all this. Client trusted us and gave huge amount of business more than millions of dollar. Now I don't know how to ask him for upcoming business opportunities where there are issues pending for more than a month without solution.

Would any one from Cisco suggest what we should do and whom to report ?

Regards,

[Jaime Valencia]

Call the engineer, or call the TAC line and ask for the duty manager of the TAC center where your case is, inform them of this, and ask for an escalation.

Without actually looking at the case, and the complexity of the issue, there is no way to tell if he's actually doing research, or reproducing the issue. The duty manager should be able to assist, there should be one at any point in time for this.

[Gordon Ross]

If Jaime's suggestions don't work, just ask TAC for the case to be re-queued to another engineer.

GTG