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(ASCEND) I'm going home now...
I've got modems that aren't responding when the my 4048 is loaded.
At 7:00pm CST I called Ascend tech support, was given an incident number,
and I was told I was given high priority.
It is now Midnight CST and I've still not received a call back. My Max is
no longer loaded, so it will be useless for me to stay any longer to debug
this tonight.
I tried calling the tech support number for a second time to make sure
they didn't lose my ticket, but I now get a "Our regular office hours..."
message. They could have at least told me it would be tomorrow before
they started calling the high priority list because I expected a call
tonight. http://www.ascend.com/2397.html#phone states
"If an engineer is not immediately available, your call is
prioritized and assigned to the next available engineer.
Even in particular heavy times, you will receive a call back
withing a few hours."
Does anyone know how long "a few hours" is???
I now have several disgusted customers because of "No Answers", and I'm
sure they'll have to go through the no-answers tomorrow because I now
have to wait until the Max is loaded again....
Please don't bother calling until after 9:00 CST tomorrow morning. I'm
going to sleep in.....
Is there a different procedure I'm supposed to follow when I need help???
Del Hines
Cyberback Internet
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