Path: utzoo!utgpu!news-server.csri.toronto.edu!rpi!zaphod.mps.ohio-state.edu!uakari.primate.wisc.edu!relay.nswc.navy.mil!volleydog.nswc.navy.mil!rhott
From: rhott@volleydog.nswc.navy.mil (The VolleyDog - E41)
Newsgroups: comp.dcom.sys.cisco
Subject: Re: cisco service not that good after all
Message-ID: <1991Jun14.115538.24380@relay.nswc.navy.mil>
Date: 14 Jun 91 11:55:38 GMT
References: <1991Jun12.152451.348@biivax.dp.beckman.com> <1991Jun13.111217.384@beckman.com>
Sender: news@relay.nswc.navy.mil (0000-Admin(0000))
Reply-To: rhott@volleydog.nswc.navy.mil (The VolleyDog - E41)
Organization: Naval Surface Warfare Center, Dahlgren VA
Lines: 83

In article <1991Jun13.111217.384@beckman.com>, dsroberts@beckman.com writes:
> 
> Flame on (steam and smoke)
> 
> I forgot how to tftp my router config file to the router (you know, config?).
> So I looked in the manual, and couldn't figure it out from there (no surprise
> with those cisco manuals, eh?).  So I called cisco with what I thought was a
> real simple question.

All I can say is, it's in there!!
> 
> Then I got connected to Karen at cisco.  She asked me for my serial
number.  I
> don't know it.  She told me it is on the back of the router.  So, like I sit
> close to the router, right?  I told her my name and company and asked her to
> look it up.  She said she doesn't have that capability!  This from a
technology
> company!  I told her what I needed then made a snide remark about the router
> company that "claims" to desire to provide the best service in the business
> can't even figure out my serial or answer a stupid question!  I told her I've
> only had the router since November, so I'm still under warranty.
> 
> So then she starts to get rather snotty with me.
>
It is certainly true that one snotty attitude does not justify another.  The
cisco person (Karen) should have realized the type of person she was dealing
and shifted in to her "the customer is always right, anything for a customer"
mode, and gone off for an hour or so (maybe much longer) to try to track down
your serial number.  I agree that this was a simple problem, could have
taken minutes to explain, but then sometimes people must pay a price for
not having the patience to look something up for themselves.

> Tell me, is this any way for a company that wants to provide excellent
service
> to act?  Mind you, mine was, indeed, a stupid question on how to do a simple
> thing.  I told her I was still under warranty, but that didn't matter.  She
> told me she can't know that is true.  Give me a break!

And I ask you, if you are not going to obide by the rules the cisco requests,
why should they respond to quote "stupid questions" from impatient customers
when they have provided the answers in their documentation.

I have been very please with the service I have received from the tech
support people. 
> 
> Flame off
> 
> Well, I feel better, anyway...

So do I....

> Alright, so maybe the snide remark was uncalled for, but I was getting a bit
> steamed that a technology company can't even look up a customer by customer
> name!

I agree with you here.  But, since they don't have that in place, you can't
expect that they will have it developed while you are on the phone.  I
do suspect
that you mail message will prompt cisco into at least investigating (if not
providing this capability).  I think that they really do try to bend over
backwards (maybe stretching it a bit) for their customers.
> 
> -- 
> ---------------------------------------------------------------------------
>    Don Roberts                   Internet:  don@beckman.com
>    Beckman Instruments, Inc.     Yellnet:   714/961-3029
>    2500 Harbor Bl. Mailstop X-12 FAX:       714/961-3351
>    Fullerton, CA  92634          Disclaimer:  Always
> ---------------------------------------------------------------------------

Bob Hott
========================================

Fullname:         Robert W. (Bob) Hott
Mailing Address:  Naval Surface Warfare Center
                  Networks Branch (Code E41)
                  Dahlgren, Virginia  22448
DDN Mail:         rhott@relay.nswc.navy.mil
DDN Mail:         rhott@volleydog.nswc.navy.mil
Telephone:        (703) 663 - 7745

"If man were not meant to play volleyball, why are there so many beaches?"
	 - Bob Hott -