I encountered "process as proxy" today dealing with Cisco. We were requesting a replacement for a defective part, they asked us for our serial number, which we provided, but then responded to us that our serial number was invalid. Likely because it wasn't registered. We were told that we had to contact our sales manager, or open a TAC with a different department because they department only deals with technical issues.
Could they not have done something to help us, maybe forwarding the ticket to the department that could register the serial number, to help us rather than just leaving us stranded? It's as though they want to follow process rather than helping the customer.
Could they not have done something to help us, maybe forwarding the ticket to the department that could register the serial number, to help us rather than just leaving us stranded? It's as though they want to follow process rather than helping the customer.