Ascend Archive
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Re: (ASCEND) Re: sigh (bitching)
On Mon, Oct 20, 1997 at 02:00:26PM -0500, Matt Crawford wrote:
> > > Ascend may in fact have a lousy database, but I would say
> > > that it is quicker/easier to get through to an Ascend tech
> > > than it is to get through to a (for example) Cisco tech.
> >
> > Hmm, I don't know about you, but I can talk to a real support person at
> > Cisco faster than I can talk to a real (questionable) support person at
> > Ascend, and that's without a contract.
>
> I agree with the latter writer, but the "real" support person I get
> at Cisco is almost invariably a complete idiot who wastes my time and
> garbles the problem description. With Ascend I just get nothing at
> all. It's easy to see why so many customers are switching IN EACH
> DIRECTION.
I've had occasion to yell at both of these organization's support departments
over the last few years.
The front-line people in both cases have known less than I have about the
problem (and the product) much of the time. That's not a good thing,
especially when you're forced to go through them first to get to someone
who knows what they're doing.
However, I've *never* been unable to get a problem resolved, including a
couple of problems that have required *custom firmware builds*, with CISCO
over the years.
This was not true with ASCEND.
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