Interesting, this has never been my experience even with Cisco or Juniper, have always been able to escalate quickly to engineering. I wonder if it was related to the size of my accounts.
Shane > On Mar 6, 2024, at 1:27 PM, Pascal Masha <pascalma...@gmail.com> wrote: > > Thought about it but so far I believe companies from China provide better > and fast TAC responses to their customers than the likes of Cisco and perhaps > that’s why some companies(where there are no restrictions)prefer them for > critical services. > > For a short period in TAC call you can have over 10 R&D engineers and > solutions provided in a matter of hours even if it involves software > changes.. while these other companies even before you get in a call with a > TAC engineer it’s hours and when they join you hear something like “my shift > ended 15 minutes ago, hold let me look for another engineer”. WHY? Thoughts
