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Cisco Support Website Sucks

Cisco Support Website Sucks

Another infamous complaint just like my amazingly famous Hughesnet f*cking sucks post, I had to add a strong complaint about the horribly redone Cisco Support Website.  Web design these days can be done in such amazing yet simple layouts, that completely make sense to the end user (you). Instead the wise uber geeks at Cisco decided to ignore standard protocols and practices in HCI (Human computer interaction degree) and/or Software ergonomics and instead came up with the absolutely irritating-to-navigate web space they now have.

I stumbled upon this bloated, over explained, loophole of a web space by simply attempting (and eventually did) upgrading firmware for a WAP. After several failed attempts I had to turn off my common sense and re-apply my method. To say the least, what should have taken a whole 1-2 minutes turned into an aggravating 25 minute endeavor.

I want to download software for: WAP4400N <enter>

Your search provided two results:

A: Linksys wireless G/N router

B. Linksys Wireless N Access Points

ummm was I not exact enough with the damn MODEL NUMBER? - So I click the link ” B. Linksys Wireless N Access Points”

Next Page:

Would you like support for Linksys Wireless N Access Points?

(*&@(*&#$ did I not click the effen link for support? Why are you re-confirming what I ALREADY confirmed??????

utter frustration ensues…

Just a suggestion for any possible employee that may stumble across this blog… wouldn’t it make sense to just embed a link within the administrative settings panel to direct the common end user directly to the firmware update page within the Cisco website?

Anyone have a similar experience with the Cisco website? Comments Below.

Update

So Cisco responded in a comment below amazingly fast, then afterwards completely dropped the ball and never followed up.

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5 Comments

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  1. July 22, 2011, 7:49 pm

    [...] went to the horrible Linksys / Cisco support website and looked for a firmware upgrade, thinking along the same thoughts that the other “average [...]

    Reply
  2. Mike says
    June 29, 2011, 11:43 pm

    The site runs the customer in circles. Go to the base page. Hang the mouse over “support.” From the pop-up panel, in the left column, put a model number in the search box. We’re going for a command reference PDF, which is “technical documentation.” I entered 1941.
    Click Find.
    From the results page, click Cisco 1900 Series Integrated Services Routers.
    Click on Reference Guides in the left column that now shows.
    Click on Command References (1) in the main body. There, you’ll get “The Cisco IOS command references for this device are accessible by selecting Products – Cisco IOS Software on the Support Home Page.” WHY EVEN HAVE THIS ROUTE if the resource is not available at the end of it. Then, one must start over on the Support Home Page.

    From the Support Home Page, click on Routers. The 3-panel active content tree opens up. In there, select Routers, if it’s not already. (Note: Make sure you are in IE for this 3-panel tree content.) Select Small Business or Branch routers. Then, select Cisco 1900 Series Integrated Services Routers. At this point, the screen should look familiar again. On can get to the configuration guide using the column on the left, but the command reference link still sends one back to where you started, and in a new window….again. I love how you pointed out that Cisco does not come up with a result that matches the EXACT TEXT that was entered. It comes with a category for that, even though your search item did match, character for character, what was on the Cisco site. They. Just. Don’t. Behave. Like. They. Care.

    I just asked someone to walk through the site with me and not merely get me the PDF, because it would be good to note where the site is in error. It seems like Cisco ignores that part consistently. (Yes, I said all this.) I also said that I would appreciate if she would walk through the site with me because teaching someone to fish is better than giving him a fish, and she could show me where I went wrong on the site.

    After about 5 seconds of silence, the phone made that funny noise and then went to dial tone. B***H!

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    • David Leach says
      July 1, 2011, 8:46 am

      Yes I found so many loops and redundant links , it should have been an “in and out” download… But instead I played with their website for 20 minutes, damn frustrating.

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  3. Bill Skeet says
    April 29, 2011, 12:15 am

    Hi David, I read your post with interest, as did several other colleagues here at Cisco. We are very interested in the feedback that customers, such as yourself, provide on their experience using the support website.

    I wanted to respond to your frustrations, both to offer any assistance you might need, as well as to gain a better understanding of the issues you encountered. Plus, I expect you may be interested in some changes we are working on.

    First things first, let me know if you are having any problems installing the download.

    Second, we would appreciate the opportunity to walk through the site with you so you can point out the specific places where you ran into trouble. This will help us diagnose the issues better.

    Through user feedback and user testing, we are aware of a number of issues and are taking steps to address them. We’d like to make sure that the navigation challenges you experienced are going to be addressed by upcoming updates.

    Thanks for your attention and feedback, and I hope to hear from you soon.

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    • David says
      April 29, 2011, 1:33 am

      Hello Bill, thanks for the wickedly fast response, it does show that Cisco cares about the user experience and in this day and age, that counts for a lot! To answer the first part of your question, yes I was able to update the WAP after some trial and error, about 4 attempts for the correct file to be exact before the WAP accepted the .img file. I would more than be glad to walk through the site and the specific area I was having issues with, just let me know how and when. Again thanks for your prompt response, I appreciate it as well as my readers!

      Cheers,
      David Leach

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