- Red, 2250 points or more
Cisco Designated VIP,
2017 Small Business
Today I would like to mention something that has nothing to do with old-to-new CSC upgrade.
I'm rather new member of CSC (since Sep 20, 2011). I'm very active member of Small Business ATA and IP Phone spaces.
I fully recognize that support of end-users is time consuming and costly. Most of questions are trivial questions related to something well documented, end-users lack basic experience with networking as well as VoIP. It's ideal task for community self-support. More experienced users will help those less experienced. No job for Cisco professionals here.
But few questions are different beast. It reveal a firmware bug. The issue become fully analyzed (either by originator or with the help of more skilled community member) and there are almost no doubt about the reason. Something like it can't solved by enthusiast, even most skilled. It require Cisco staff attention.
I has been satisfied by Cisco approach in the year 2012. The space has been monitored by Cisco employee and those question exceeding self-support ability has been answered by staff. It has been just few question about quarter, but few firmware bugs become solved and documentation bugs resolved because of it. Or CDET has been created, at least.
Unfortunately, something changed in the summer of 2013. Cisco professionals has evaporated from the space. Firmware bugs, despite analyzed, remain untouched. Questions that can't be responded by enthusiast (mostly because lack of documentation or bugs in it) remain unanswered. Documents created by Cisco staff are not updated (and with the new UI even amateur enthusiast can't update it because of lack of rights).
I don't want to be considered thankless - I appreciate I has been designated to be Cisco VIP. It is honor for someone registered just two years ago. I like all those gifts I received from Cisco within past few months. But my primary motivation is to make the Cisco products to be better. Just because I'AM using them. I have no problem to spent uncountable hours of my time to help others to solve the issues I'm able to help with as long as the Cisco will use at least the fragment of the support time I saved to them to solve the issues unsolvable by enthusiastic amateur.
Such kind of cooperation worked in the past, but it seems it is working no longer.
I'm providing support for the Cisco customers for free, but when I found the product bug that can be solved by Cisco professional only it seems I should pay even for the right to report the issue. Shouldn't be the Cisco's goal the bugs in their products become patched ?
I'm disappointed a lot. I'm not sure if it is still a "cooperation". May be the "exploitation" is the word better describing the current CSC mode of operation.
Well, no information about about spaces other than SMB ATA and IP Phones. May be it is just "former Linksys division" problem only. But it change nothing I mentioned above, it just mean the impact is more limited.
I wish Cisco professionals will return soon to us ...
Note the English is foreign language for me. Read with open mind, please.