What happened to the TAC Bingo system?
Did they do away with it with restructurings over the years?
Things have changed big time. Engineers not wanting to get on phone calls. Engineers sending emails with broken English and just asking questions distantly.
Since there are no longer reviews, did Bingo get removed also?
If you wanna have fun.. Open a case for Cisco Licensing.
BINGO!!!
Their job title switched to Technical Consulting Engineer since 2018. That said, even no one in Cisco knows a new scope they deliver.
As a customer, I have lost confidence in TAC. Back and forth emails, hard to get them on a Webex. You will eventually get a good guy but make take at least 2 engineer changes or a Manager Escalation.
TAC has been moved to places based not on skill but on the cheap labor. Also TAC engineer can not be promoted beyond certain grade, thus all the experienced good guys were either promoted away or LR-ed because they were too expensive and now you are dealing with some fresh hires in 3rd world locations (or immigrated from 3rd world locations on some worker's visa). Enjoy!
Tac seems to be in a systematic decline for the last 3 years at the least. Attrition tends to be on the high side. Cost savings the mantra of the day. Seems some people realized this and are making it a happy show again hoping to turn the ship around as the exodus reaches a point of no return.
Old Skool tac is gone, buried and turned to dust. What it has been replaced with... For sure not a Phoenix rising from the ashes. But a fully corporate aligned machine which processes cases...
Bingo is still there, it was replaced by the NPS survey
Agreed, 1 hour to get an engineer, 3 more hours of TAC saying it’s some other groups issue. Customer solves issue but unhappy. Rinse and repeat.
I think Cisco will not invest in TAC any more.
Management focus on CS.
TAC became my biggest pain in the butt over the last two years. It was a rare occasion for a case to be closed because the TAC engineer resolved the issue. It was 98% customer just giving up hope and closing the case unhappy or me having to babysit/escalate/push to get them to work. Once the cornerstone of the “why buy Cisco” question; now TAC is just a customer sat issue waiting to happen.
When you know it s—s and customers hate it, why review it to shine a light on bad news? Cost cutting is priority one.