What the heck is going on with Meraki support structure?
I have had a case open for days (06984341) just incase anyone higher up at Meraki actually wants to take a look. The support team have been great - Vishal and George have been very open about the issue. I have a customer who has paid for their advance security license on their MX100 and homeworkers (about 75) can NOT work from home for nearly 2 days.
The issue is apparently with the SHARD n109-meraki-com (this is what my customer uses) that is causing home workers that use Meraki cloud to authenticate not to be able to connect. I've asked my rep to reach out about this but hasn't returned my calls or emails in attempt to escalate. Apparently moving SHARD's isn't an option but then my tech cant escalate. The Support guys have zero way of escalating, what is the point in paying over the odds for licenses when the support team cant escalate.
Im mainly using this to vent, but how can a company that charges for support not allow their engineers to escalate?!?
P.S.... This has been T-shooted (with the great engineers) to the back teeth. This isnt a device or local config issue.
Meraki need to rethink their support and escalation procedures