In the past Meraki support has been great in AUS with wait time with a max of 10 minutes.
In the past 3 months the wait times are ridiculous. out of 10 calls I have had to wait 30 minutes + to get through.
This is all unchangeable time to the client and just wasting partners time.
this issue needs to be fixed urgently how can we get network down emergency's fixed quickly if wait have to wait 30+ min just to get through.
I'm currently on hold for North America tech support. So far I'm at 1 hour and 34 minutes of listening to a loop of music.
@AN That doesn't sound good, you might be quickier in opening a supprot ticket. I would also let your account manager know as you should not be waiting that long for someone to anwer a support call.
Meraki support hotline wait time hasn't improved at all in the past 4 years. I still had to wait 20+ minutes on their Australia/Asia-Pacific line before someone picks up the call.
It is getting worse... 30+ minutes every time lately just to get through on the phone 1 day via support portal even when set to high. My last call to get failed hardware replaced the engineer went off shift when I finished the call and did not even process the RMA. Had to wait till that engineer to come back on shift for the RMA to be processed. I don't expect this from cisco. I remember 20 years ago when cisco support was the gold standard not any more...
Had a record today 100 Minutes to get through to agent for a simple "Unable to get configuration" Medical clinic down for 100 minutes. Meraki what are you doing ? if you have more bugs like this that require support then you need to get more staff. I am finding more downsides of cloud managed. If the cloud fails and you cannot get support you have a silver brick on site and it is useless, I hate letting my customers down like this. Remember this is "Cisco" Meraki we expect service if we are paying a subscription. Also finding hardware support used to be NBD but now is best effort and taking 10+ days.
Charlie, I would say since the pandemic began, i've been seeing 1-2 hour wait times which is just completely unacceptable. We definitely used to get 10 minute wait times before.
My last support call hold time was an hour, so far today, I've been on hold over 43 minutes, still listening to elevator music. It's got to be the slowest support call system I've ever seen in 40 years of doing IT work. I'm not thrilled with this.
Looks like I have been using some old partner number for the past 5 years the correct number in AUS is +61 2 8607 8968
Currently on hold for 1 hour 10 min and still not through for a meraki forced firmware upgrade that has broken auto-vpn. Support has to be better that this for a cloud product.
I had a call with them 2 days ago that solved nothing. I had blocked off my entire morning to sit on hold with them lol. Actually got someone within 20 minutes! I was flabbergasted.
I had two recent calls and waited 15 minutes for one and less than 10 for the other. Definitely not too bad as far as I'm concerned, though the hold music gets annoying even in that time...! 😇