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Re: (ASCEND) I'm going home now...
Welcome to the first incident that will make you not ever want to buy
another piece of Ascend equipment again. We've all been through it, and
it's all affected our judgement and our views of Ascend, especially if you
remember the days of being able to call up no matter what time of day it
was and have someone call you back if it was extremely important like a
network down emergency. These days, Ascend doesn't pay such attention to
it's customers unless you're paying them for a service contract.
Regards,
Joe Shaw - jshaw@insync.net
NetAdmin - Insync Internet Services
Fortune for today: "Life may have no meaning -- or worse, it may have a meaning
of which you disapprove." Unknown.
On Fri, 16 Jan 1998, Del Hines wrote:
>
> 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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>
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