RE: (ASCEND) Quick Good Job (was perfect ISDN)

To: ascend-users@bungi.com
Subject: RE: (ASCEND) Quick Good Job (was perfect ISDN)
From: Mitchell.Arnone@occ.treas.gov
Date: Fri, 27 Mar 98 15:17:26 EST
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Sender: owner-ascend-users@max.bungi.com

HERE HERE!  I too have a rather small site and my support from Ascend tech support has been great!

Semper Fi!

-----Original Message-----
From:	Andy Walden <andy@enigma.mtco.com> [SMTP:Andy Walden <andy@enigma.mtco.com>]
Sent:	Friday, March 27, 1998 2:26 AM
To:	"Tony Mori" <tonym@opsys.com>
Cc:	<isp-tech@isp-tech.com>; "Ascend Users Group" <ascend-users@bungi.com>
Subject:	(ASCEND) Quick Good Job (was perfect ISDN)

> 
> CC;'d, btw), and Ivan, one of their engineers, opened a ticket for me, and
> sent me an email saying, hey, call this #, here's your open incident
> number. Another TechSupp engineer, Way, just up and calls me, says he "heard"
> I was having trouble. Can you believe it? They've spent alot of time with
> me sorting out some problems with cards. They Priority FedEx'ed me 3 cards
> so far.

Ivan Lum is a good guy, he has also done the same with me in the past.
So are Wei and Solomen in TNT support. Tim Davidson, our salesman's
SE is coming down next Tuesday to help me setup my GRF and play with
my TNT. Maybe I'm just lucky, but I really haven't had any problems with
ascend support. Worst case senerio, I waited on hold once for 1.5 hours
and gave up. I talked with Wei the next day and he said he had been really
slammed, it happens. We arranged a time later that day to get together and
got stuff taken care of. Ascend techs are people just like us and have to
deal with the same crap we do on a daily basis. So here is a customer
that isn't very big (15 pipes, 12 Max 4004s, 4 TNTs, and a GRF) getting
decent support and overall pleased with Ascend's preformance. Nice work
guys. 

Sincerely,
Andy Walden
System Administrator
MTCO Communications

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