- Bronze, 100 points or more
Guys I am not getting the warm fuzzies from the new uc540 support group. I really have had a terrible experience with the CCA and the UC540 support staff. It really seems that the CCA is still not ready to completely configure the UC500 products. I have had a case open for over a week with no call back (which I requested). I had a system issue at a client site and they could not get me to a person that could help and being only able to use the CCA is ridiculous. The CCA deleted phones, removed buttons, removed all my clients 500s sidecars. This was on a working system. I had some OCTO lines created that it removed and replaced etc. Something has to be done for me to sell this unit.. I have installed a bunch of the UC520 products and I really think the uc500 is very powerful but the CCA is a complete failure. Support only being able to use the CCA is making the support team a complete failure - I really feel BUMMED for lack of a better word that the support has moved from knowledgeable TAC engineer to Small Business Support (Linksys support). The feel of call is totally different than TAC, the knowledge base is different tehn TAC and I dont like it.
I talked to a manager about my open case and I was told I could have my case esculated and I only received an email from a UC540 tech and I have so many questions and issues that I can not elaborate properly vai an email.. I would have considered this case a priority 2 and the response to me was horrible and am very surprised by what Cisco is doing to my UC500 support.
If Cisco continues to go ahead with the Small Business Support on the UC540 and UC560 - I really which they would work on getting UC520 to support more phone lines so I dont have to sell the uc540 and uc560. Never give something to someone and take it away.. it feels like you are cheating us out of something.. I only sell and install one phone system, that is the uc500.. it is only because I have come to be familair with IOS coding because I know so much about the routers and firewalls.. the uc500 was a natural fit.. now it is not and I dont like it much...