Meraki Support

[rhbirkelund]

I know that lately, the quality at Meraki Suppport has been lacking somewhat.

But I'd just like to say that about a week ago I had one of the best interactions with Meraki Support in a long time - specifically a Support engineer named Hugo, based in the UK.

To set the stage, I had a MS125-48 switch that fell into an upgrade loop, and as a result went offline for 12 minutes, every 2.5 hours or so, due to it failing to upgrade. After online ticket created, I was advised to call in, and do a live troubleshoot.

I did not wait in line for very long untill Hugo took my call. I did not get anything less that what I feel was personal, professional help, explanation on what was going on, steps to resolve, and even further, took my suggestion on a feature improvement seriously, and shared it with his backend, despite I already submitted a Wish on this feature.

So while we didn't resolve the issue during the call, I definitely felt I was taken well care of.

10/10, would definitely work with Hugo again. If I could, I'd buy this man a beer. 🙂

P.S. Some days later, for some unknown reason the switch resolved itself, by magically upgrading, eventhough it had been failing for almost 1.5 week.

[DarrenOC]

I’ve always found that when I’ve called through the help has been almost immediate and some form of remediation put in place.

Complete opposite when raising tickets via the dashboard however.

[PhilipDAth]

@AmyReyes , could you do an internal nomination for "Hugo from the UK" for a great customer outcome?

[PhilipDAth]

@rhbirkelund , what was your case number?

[rhbirkelund]

Hey @AmyReyes and @PhilipDAth 

My Case no was 10808562

[AmyReyes]

Thanks for sharing this feedback @rhbirkelund! And @PhilipDAth thank you, too, for the suggestion of some internal recognition for Hugo. I will make sure he receives that later today 😊

[amabt]

@AmyReyesJust want to add. I had a good experience with Mark from US (I believe) on a long few hours call on a weir issue. I ended up speaking with him multiple times over a few days and he was always spot on.

The AU guys seems to be not as experience.

I normally lodge a ticket 1st then call up straight after. So don't have to go through the ID process and initial info case is already written down.

[AmyReyes]

Thanks @amabt for sharing that feedback as well! Great advice, too, to create a ticket first and then follow up with a call.