In a time today where our customers are looking for simplicity and cost savings, we are trying to shove premium services down their throat for ~20% move than the cost of smartnet and driving 100% attach….we wonder why we are losing service customers left and right. nothing simple anymore with this company
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There was a time - back in the long long ago - when Cisco customers would pay a premium for the hardware because the TAC support was excellent. Sadly - those days are long gone.
WTF, Joe came from Wellfleet. People used to run wellfleet customer services are now running wall street. Cisco never had any inventions of anything, always copying.
@7wfw Inclusion is more important than good customer support.
TAC used to have great leadership. They would actually get on CAP calls and escalations, they valued the engineer AND the customer. Tom and Joe must just shake their heads at what CX did to a franchise that used to be the best in the industry.
Cisco would make breathing the air complex if they could. They think complexity wins more deals. That may have worked in the past when Cisco was revered as the king in networking but no longer.
Old TAC was amazing
No talented people want to join Cisco these days, that’s why Cisco been hiring assembly line type of workers since Covid.
Regretfully, the support is lackluster at best anymore; pretty much across the board. Had a problem with an ASA, the TAC engineer got the BU Dev on the phone for what was supposed to be a simple fix from what I was told. The BU made the change, then broke hard, and BU contact bolted from call. Down two days waiting for part. After that, I gave up trying to be a Cisco advocate; my boss made the decision to switch vendors. Sad. Old TAC model long gone.
classic Cisco. Still thinks we are in the late 90s and early 2000s.
Those glory days long gone boy.
Partnersupport, Smartnet, Solution Support…it all ends up at some random guy in TAC with a similar response rate and resolution time. The level of attention is based on customer overall spend or which account team screams the loudest.
Cisco making it complicated to bleed customers.