I totally agree that Cisco is somewhat behind the times, which of course has negative business impacts. I heard from many people that they only became aware of this issue here when they went to other tech companies.
13 replies (most recent on top)
Cdets, scrubber all s%%— tools
Way too many people in leadership positions quite happy with status quo. We've always done things that way, why change now? That's what's making competition eat our lunch. Whenever I challenge status quo I usually don't even get a reply. Sad state of affairs.
@2ovi+1la5w7Aj, nope, it's definitely different teams.
If your CEO has said not to use Cisco, then you're using the TAC or CX support for customers. I'm talking about our own internal support teams for sh-t like e-mail, Webex, AnyConnect, etc.
Pretty sad our customers that provide revenue get the same cr---y support we get internally.
I'm sorry you're getting such bad support.
You must have the same team looking at your cases as mine.
We take the time to create the case, add good details, highlight the issue, include the configurations and logs.
Three days later, yep, get a canned reply asking for some crud already in the output.
Garbage, garbage support. So cruddy, our CEO gave us a mandate to not use Cisco for anything big or new.
Sad!
I’m done even commenting here with my complaints, I straight up don’t give a doo doo f4rt any more about Cisco. They wanna run out a top performer over $25k/year, which is Pennie’s to them. Have fun with your sh---y outsourced TAC then
Rely on switches and routers as the only revenue source in 2023.
I miss the METRO expenses system. It paid my mortgage for years
No time for afternoon naps... Amazon, FB, Twitter, and Google are providing it.
Still offshores despite quality suffering
Granted, but at least Cisco makes many of the offshore staff employees. Depending on the team or BU, it can range from 40/60 to 50/50 or 60/40. Sure, there's lots of Wipro contractors, but at least they're managed by employees. My prior team was half in RTP and half in India and we were about 60/40 employee/contractor in RTP and 40/60 employee/Wipro in India. There was one India manager under our RTP manager.
It seemed that, at least for my team, that the India staff was more able to handle the work load than when I worked for Capital One. There, when CO off-shored the development work, the US dev leads and/or project managers would send a "ticket" to India with a set of specs to be met. The next day, the US team would find that the India offshore team had questions they needed answered and they did nothing for that day. The US team would answer the question(s), clarify the requirements even further, and then may or may not have found out if the India team actually understood and started work. Then the India team would check in the code and update the ticket and the US QA team would test the code changes only to find out that it didn't meet the requirements at all and fail it and send it back. After 2-4 repetitions of this back and forth, we might get it done or the US team would end up doing it themselves to just get it done in an attempt to get back on schedule.
I'd like to think that Cisco is better than that. But, I'll add to your point about Cisco offshoring work and say that it sucks when the support team for a product is in India and the support agent tries to contact you via Webex with a "Hi" at 2 or 3 AM. At least tell me what the case # is and ask your damn question so I can respond in the morning when I wake up my computer and you can move forward when you come back on line instead of wasting 2-3 days with "Hi", "What do you want?", "It's about case INC12345678", "Yes, I know that, what do you need to know?", and finally "Can you send me a screen shot of the error?" so you can then reply "I attached it to the case notes when I opened the case. Did you look at it?"
Non-technical ELT and zero sales leadership has ki-led this company
Create products for internal competition and confuse customers by ripping money under name of lifecycle with "useless" {product marketing | CX product management} with silo'd approach
Still offshores despite quality suffering
Outdated Sales Leaders