Thanks @aws_architect I looked over some of the items you previously posted, and I believe I found the one that goes back to May. You can PM me your case number if you wish and I'll confirm it's the right one.
To your other question, "make a wish" does work, please refer to my other posts here in Meraki Community for more info on what actually happens to wishes behind the scenes, since it is a 1-way process with no feedback, but wishes for new features and capabilities do matter, so keep them coming. However, wishes are not effective for bug fixes. Meraki Community is certainly an excellent method of support, but unofficial. The proper way to get support on Meraki products is to work directly with Support, since this is logged and tracked, able to be escalated, etc.
And while Meraki Network Support Engineers are cross-trained in general on all products, it's an open and collaborative work environment and everyone has their specialties or favorite products & features. So if you feel that an NSE is providing only the basic level 1 support you mentioned, then you certainly have the option of working with another NSE, perhaps someone more experienced in your particular product or issue or bug. You can also ask to have your case reassigned, or you can simply call in an get the next available NSE on a live call. You can also document your expectations, frustrations, etc right in the emails which go directly into the case notes. If you still cannot get the help you need, involve your local Meraki Sales team (like a Meraki SE) to discuss and they can get the technical details, business impact, get all the background and arrange for escalation if needed.
No, I don't think you are spending hours working with Support for your pleasure (certainly not!) and apologize on behalf of Meraki that a bug fix is taking so long. I understand how frustrating it can be when you're told a bug fix is Engineering-pending but with no timeline, because I used to be a customer like you. It's annoying to check in on a weekly or monthly basis only to be told there is no update, and that can give the impression a vendor doesn't care or that your bug isn't important enough.
I assure you customer satisfaction is priority ONE as you would expect. But the timeline of a bug fix is a complicated matter and not a useful indicator of Meraki's commitment to CSAT. Meraki Support should have visibility into the tracking and status of the Bug-IDs and might be able to provide updates. If not, and months have gone by like in this case, work with your Meraki team to give them the background I described above and arrange an escalation call to review status, impact, possible workarounds, etc.
I hope that helps and doesn't count as blowing hot air, and that you get an escalation call and bug fix sooner and not later!
