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Your organization being dysfunctional isn't really Ciscos problem.

acdha 2y ago
How many organizations big enough to be using Cisco give all of their employees TAC accounts? This is the fundamental conflict with enterprise IT where the people making purchasing decisions aren’t bearing the brunt of the user experience, so the feedback loop for poor outcomes isn’t very effective. Cisco could, of course, change that by allowing end users to report problems directly but they clearly don’t want to do that, which is how you end up with people emailing the author of curl because they can’t get support through a more obvious channel.
- Hikikomori 2y ago
  Why would they want end users, which they aren't even providing a service to and have no insight into, to contact them directly? 99% of calls would be we have no idea what's going on and have no ability to see or do anything, talk to your IT. Your org is dysfunctional if users are unable to report things to IT that are then either fixed or investigated and forwarded to Cisco.
  - acdha 2y ago
    Most organizations are dysfunctional by your definition then. Problems which aren’t preventing people from working just aren’t going to get many people to slog through the Helpdesk escalation process to create a ticket, which saves Cisco on support staffing but also means that their software is never going to have as good of an experience as something built by a company which hears from its users.
    - Hikikomori 2y ago
      So what do you expect Cisco to do for end users?
      - acdha 2y ago
        Ever notice how consumer focused apps have easy ways to send feedback and enterprise apps usually don’t? That’s a function of who makes the decision to buy, but it doesn’t have to be that way.
        Hikikomori 2y ago
        And how would that be helpful? Even if the user, with very limited knowledge of the vpn server and its config or general knowledge about vpns, is even able to describe a bug appropriately very few bugs are unknown bugs. From my 10 year experience working with Cisco and similar products (including client vpn) I've only reported a handful of unknown bugs to vendors, so in almost all cases it's already been fixed and software needs to be upgraded, or it's a config issue, or some other issue that can be worked around by IT.

How many organizations big enough to be using Cisco give all of their employees TAC accounts? This is the fundamental conflict with enterprise IT where the people making purchasing decisions aren’t bearing the brunt of the user experience, so the feedback loop for poor outcomes isn’t very effective. Cisco could, of course, change that by allowing end users to report problems directly but they clearly don’t want to do that, which is how you end up with people emailing the author of curl because they can’t get support through a more obvious channel.

Hikikomori 2y ago
Why would they want end users, which they aren't even providing a service to and have no insight into, to contact them directly? 99% of calls would be we have no idea what's going on and have no ability to see or do anything, talk to your IT. Your org is dysfunctional if users are unable to report things to IT that are then either fixed or investigated and forwarded to Cisco.
- acdha 2y ago
  Most organizations are dysfunctional by your definition then. Problems which aren’t preventing people from working just aren’t going to get many people to slog through the Helpdesk escalation process to create a ticket, which saves Cisco on support staffing but also means that their software is never going to have as good of an experience as something built by a company which hears from its users.
  - Hikikomori 2y ago
    So what do you expect Cisco to do for end users?
    - acdha 2y ago
      Ever notice how consumer focused apps have easy ways to send feedback and enterprise apps usually don’t? That’s a function of who makes the decision to buy, but it doesn’t have to be that way.
      - Hikikomori 2y ago
        And how would that be helpful? Even if the user, with very limited knowledge of the vpn server and its config or general knowledge about vpns, is even able to describe a bug appropriately very few bugs are unknown bugs. From my 10 year experience working with Cisco and similar products (including client vpn) I've only reported a handful of unknown bugs to vendors, so in almost all cases it's already been fixed and software needs to be upgraded, or it's a config issue, or some other issue that can be worked around by IT.