Wednesday, June 3, 2015
I don't know about your experience with TACs, but my personal opinion is that Cisco's TAC is second to none. Sure, I have come across a bad apple every now and then. But 99% of the time, I always get a really good technical resource that knows what they are doing and is very eager to get your problem solved!
Now this post is more about RMA replacements. I did create a case to get a router that had died replaced. I created this around 10AM. Even though the customer had next day business support on replacements, they got the 3825 router replacement by 3:30PM the same day. Now that is really very cool.
I have seen that several times in my career when Cisco has done better than the expected timeframe promised. I put that under the 'great customer service' category.