I was wondering what the general feeling was around the community regarding the day to day support available after raising dashboard cases? My experience: After spending in excess of €500,000.00 in the past 12 months on Meraki kit and licences, I would expect the level of support to be first class. I have been a Meraki customer for more than 6 years and have taken several Meraki exams so am no idiot when it comes to configs etc. When I do get a problem which needs me to open a case, it tends to be a little more complicated than usual so I expect there to be a bit more time between me reporting a problem and it being fixed, especially if it has to go to the US for a resolution. However, although my expectations I think are reasonable, the support I receive is way too often hugely inadequate and frustrating. As an example, I have a case open at the moment running for nearly 3 weeks. The first 3 days of the case being open, communication with the first line guys was fine but after that, nothing. We had to chase several times over the next few days and were eventually told that our allocated support engineer was off sick. That was 10 days ago and despite repeated requests for an update, nothing.... In my experience this is all too common. Anyone else have a different or similar view?
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