If you’re in the business/enterprise world, you no doubt interact with or manage a number of Cisco and/or Meraki products, and for good reason. They’re dependable and long lasting. But a certain issue has popped up that appears fairly wide spread and as of right now, it seems like Cisco is trying to keep it as low key as possible (read: sweep it under the rug if they can).
The issue, (highlighted here) is a hardware issue revolving around the clock signal component. Long story short – as the affected devices near and cross 18 months of life, they can start failing. Now mind you, your building won’t explode and burn down. The device in question, if/when it fails, will just stop working and never turn on again.
Cisco is maintaining that they’ll stand behind their hardware (and supplier), and in turn will be issuing hardware replacements for affected devices under warranty and/or covered by an active service contract as of November 16th, 2016. Speaking of said date, all current hardware manufacturers after November 16th, 2016 is not affected by this component issue. Replacements will be rated in order of age – older hardware nearing that magic 18-month figure will be replaced first.
One thing that seems a tad… off – if you don’t have an active warranty or service contract, you’re kind of screwed – unless you buy a new Smartnet Contract (which Cisco will honor the hardware replacement under). Given the gravity of the situation, Cisco should just replace the hardware regardless. Also in the camp of off-putting things is the lack of any social media updates 24 hours after burying the field notice a few levels deep on their website. Oh, and there’s the fact they did discover the issue in November and just now are mentioning it publicly.
Yeah. Cisco is an enterprise company and typically works with customers through resellers like CDW. But come on.
Nothing nukes loyalty, respect, and/or trust more than trying to cover up a mistake or “bad” news instead of just being transparent. Hopefully Cisco just owns up to the issues without fuss. They’re certainly got the cash in the bank.
We’ve reached out to Cisco and Meraki reps for comment.
Update: Meraki has responded, saying that they are notifying customers privately.
Update 2: It appears the vendor that Cisco refused to name was Intel according to this Register article. That said, Intel is being very tight lipped at the moment.