Overall Cisco does a very good job supporting all of their products. However, there is always the human element that plays a role in support. I have had some issues with the timeliness of the resolution and some people don't have the expected customer service skills or training. Which can be frustrating when you are getting pressure from your bosses.
If I am unable to locate the support I need to complete a task from the data sheets which are provided online I can utilize the other resources available to me. Some of those resources are the Cisco Connection Program Community where there are many questions asked for similar issues or by utilizing the TAC team as mentioned before. Either resource I am able to resolve any issues I experience.