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Cisco 2504

We've recently converted to Cisco for our wireless deployments and are in the middle of our first customer install.  We purchased a 2504 from a Cisco Partner and it came with v7.2x on it, which as we now know does not work with the AP 1600's. 

When we attempted to download the software upgrade we were told we needed a service contract to do that.  So we called the Partner we ordered the 2504 from and purchased the service contract for $399 when they said we should have an email from Cisco in aprroximately an hour with the service contract activated. 

That was about 36 hours ago.   After calling the Partner several times we demanded to speak to a supervisor who them informed us it could take up to two weeks to complete the service contract activation on the device.  I just cancelled our oder with this Partner because that seemed unacceptable based on his reasoning for the length of time - something with their internal PO process.

We are square in the middle of this install for our customer.  Nevermind we were shipped a device with the software 3 versions old, but we can't get the new software version for a brand new 2504?? 

Does anyone have any idea 1) how can we get this software version for a brand new device just purchased less than a week ago, and 2) what is the fastest way to get a service contract activated for our customers brand new 2504?? 

HELP       

1 ACCEPTED SOLUTION

Accepted Solutions
Hall of Fame Super Silver

Re: Cisco 2504

You should be able to open an TAC case since it's a new purchase and they should be able to provide you with the software. You have 90 days free service before you need SmartNet.

Sent from Cisco Technical Support iPhone App

-Scott
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7 REPLIES
Hall of Fame Super Silver

Re: Cisco 2504

You should be able to open an TAC case since it's a new purchase and they should be able to provide you with the software. You have 90 days free service before you need SmartNet.

Sent from Cisco Technical Support iPhone App

-Scott
*** Please rate helpful posts ***
Community Member

Re: Cisco 2504

TAC case?

Found the contact info to open a case.  we will try this and update ...

Hall of Fame Super Silver

Re: Cisco 2504

Keep us posted. I'm surprised that your vendor didn't just download the code and send that to you.

Sent from Cisco Technical Support iPhone App

-Scott
*** Please rate helpful posts ***
Community Member

Re: Cisco 2504

Scott,

That used to be the case but recently on a few ocasions TAC has refused to provide software, referencing the 90 days as only time for supporing 'issues'. Not sure what is going on..

Hall of Fame Super Silver

Re: Cisco 2504

Well I guess it depends on who you get.  Support is support as I see it.  Rule of thumb... customer is always right:)  Its a battle out there between vendors and its easy to hate a vendor of little things.  As a consultant, you do what you can to make the customer happy, or else they find another vendor.

Thanks,

Scott

Help out other by using the rating system and marking answered questions as "Answered"

-Scott
*** Please rate helpful posts ***
Community Member

Re: Cisco 2504

Calling into TAC worked.  It got escalated within a couple departments, but after they confirmed a couple things about the device, we are in the engineers queue to recieve the download.  Thanks Scott!

Hall of Fame Super Silver

Re: Cisco 2504

hehe.... glad it worked out!

Thanks,

Scott

Help out other by using the rating system and marking answered questions as "Answered"

-Scott
*** Please rate helpful posts ***
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