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.
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