Is isnt there fault your friend didnt pass, he missed a question...they have standards they must follow, he should learn from this and come back stronger passing the ccnp. they have cheaper routers also, they arent to outrageous. they do have errors in the acadamy, i will vouch for that, but thats also why they keep updating to newer versions. Not many companies have acadamies like cisco does...so i dont shun it to harshly. I have never had to personal call cisco for any reason but i find their search function very usefull on their website. Dell is actualy pretty good when it comes to customer service, i have never had a single issue with dell's customer service. if you get someone snappy like that ask for a supervisor, thats what i do. Anyways, i understand why you dont like cisco, but from my dealings with them and from talking mith many network admins, its worth the extra cash to get a cisco cert.