brewsterdog
join:2003-01-03
Eureka, CA
| Rude customer support?
I recently moved locations and I wanted to know what speeds I could get at my new address...simple, right? I checked the DSLX website first to see what I would qualify for - it came back with no results. So I msg'd Zak and asked him - he said he couldn't tell me and would have to msg me back on Wednesday, but I haven't heard back from him. So I went back to the DSLX site and tried the "move location" option - this time it said I could get speeds up to 1.5mbps. I was hoping for better so I checked ATT to see what speeds they could offer me - they said they could give me up to 6mbps (a big improvement over DSLX). Wanting to know who is telling the truth and why there is such a discrepancy between the two providers, I contacted DSLX online customer support. After being transferred through two reps I got to "Holly" who flatly told me that 1.5mbps was the top speed available, but just parroted the same line when I asked why it might be that ATT would say they can offer better speeds. Then when I asked if she could transfer me to someone who might know why there was a discrepancy, she went silent and ignored me. So I eventually disconnected and tried again. I got "Holly" again and the second I asked, very plainly and without being rude, if she could transfer me to someone who would know why there is a difference in providers, she terminated the conversation without a word. Is it really so hard to even respond to me? I've been with DSLX since they were California only and they used to have amazing customer service - have they lost their edge and can ATT really offer better speeds, or are they giving me the bait and switch?
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"ENGLISH MOTHERF*CKER, DO YOU SPEAK IT?!?" - wise man |
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DSLX_Zak
Premium
join:2007-01-04
Salt Lake City, UT
| Hi Brewsterdog,
I am sorry I didnt get back to you in PM's. I had sent the info to our ordering department and was awaiting a response. I have sent them another message to have it looked into and I will get back to you as soon as I have more info.
When you pre-qualified at the ATT site did you use your current phone number and the new address or did you do an address only qualification? I have noticed that the phone number will override the address qualification and qualify you at the address the phone number currently resides.
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Zak
Tech Support
DSLExtreme
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DSLX_Zak
Premium
join:2007-01-04
Salt Lake City, UT
| Hi Brewsterdog,
Our ordering department got back to me on a pre-qualification of that location by address only and it says only up to 1.5mb in ATT's ordering system. It also says the location is 10k feet from the CO so it is unlikely that ATT is able to offer you a 6mb plan.
You may want to call ATT and have them do an address only pre-qualification and see if you get the same results.
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Zak
Tech Support
DSLExtreme
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brewsterdog
join:2003-01-03
Eureka, CA
| reply to brewsterdog
Thank you Zak, that's all the info I really wanted to know. The phone # is a new # for me that ATT just activated, so I thought maybe that was adding to the discrepancies between what the two providers were stating, but I just wanted a little more confirmation and knowing the distance from the CO certainly backs up DSLX's quote. I am going to stick with DSLX and order a move at 1.5mbps.
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"ENGLISH MOTHERF*CKER, DO YOU SPEAK IT?!?" - wise man |
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