Thank you for the reply. True Email support, I personally put that up there with Google support, almost. But like you said, if they can respond with a helpful email in less time that you spend waiting for someone to pick up a phone, by all means. That said, once Meraki does pick up a phone, the person that answers is the one that helps and they are pretty good at it. In the many years and multiple cases I have opened, rarely did anything go unresolved. Also the deep packet inspection of crazy troubleshooting I have performed over the years is unparalleled to anythign youd get by email support. By anyone. I just completed a 5+ hour phone call wit Meraki troubleshooting some stuff. I could not imagine doing that in emails, it woudl take weeks. So there are pluses and minuses in each. That said I use Ubiquity for my lower than Meraki tier clients. Still great stuff but I use it in deployments that can suffer that too. So its a judgement call. I presently have many organizations to take care of. The dashboard allows me to manage all them and be proactive for most things. So thats great too. Anyway, cheers, I think Meraki will get it back together. They got super popular over COVID. Stufff has been selling out big time, now almost 60 day lead times. So the support is overwhelmed. I think if they at least had a opportunity to enter your phone no so an available engineer can call back when avail, that would help take that witing pain away.. a bit. Cheers
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I feel you. I have a 2+ hour ride to get to some of my sites. Then hold times are 1.5hr-over 2 hours. (Im referring to troubleshooting on site, same is when I work out of my office minus the drive times). Then they want you to perform more tests and continue on a later date and never call you back. Last week I was on hold for 1hr and 45 min, the person picked up and hung up right away. So I was down over 3 hours on hold with not talking to anyone. Howe does one bill their client for that? I have been working with Meraki for over 9 years, never seen this. This is definitely very frustrating. However to your point of considering Ubiquity, they have absolutely zero support. With no licensing requirements also comes no support. So good luck with that.
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