Anon | Savvis Good, But Their Partners Are Not (in LA)
I had Savvis contracted to do a whole office in Hollywood. It was 2 months to the first in office install appointment. At that appointment the Rhythms installer, (Savvis' Partner) could not get it up and running. Apparently Rhythms screwed up the order (ISDL instead of SDSL) I was told 48 hours to fix by Rhythms. A week latter I called Savvis and was told that Rhythms was now quoting 2 more weeks.
We finally got a date, almost 3 weeks later, and a different Rhythms installer came out. He was from Nigeria and very difficult to understand in English. His knowledge seemed limited as well. He tried to rescript the Netopia Router, with no luck. He replaced the router and sucessfully rescripted it, but still couldn't get the line to work. 3 hours in and I suggest that he checks the copper pair in the phone room. We both go down and spend 1 hour trying to find the pair. He gets the post numbers from Rhythms and we find that PacBell has changed the pair. Once wired we still can't get online and the Rhythms installer leaves, without finishing, because the Savvis deal with Rhythms limits install appointments to 4 hours. I, with great help from Aaron at Savvis, continue the install without the installer. They Rhythms person, conference called in with us, is not a lot of help. She's got 6 other installers calling her and keeps putting Savvis and I on hold. 5 hours into this and I have to leave. I leave them on the call and as I jump on to say goodbye, Aaron at Savvis tells me they just got it sorted out. Rhythms bails off the call and Aaron walks me through all the things that I needed to know to get the whole office up and running.
The bottom line. Savvis is great and so are their people. The weak link, at least in LA, is that their partners, Rhythms, are very inept and customer service doesn't seem to be a strong point. |
