broadbndgeek
Premium
join:2000-08-03
Graham, WA
| Curious Question
Let's say your line goes down, then you call into technical support. You explain your problem. Then you get this reply
" Let me get you a trouble ticket number and have a technical support rep get back to you"
What kind of BS is this? How are people suppose to be able to run a business with this support method or the lack of.
Im sorry to be a bit upset, as I have been a loyal customer for a little over 4 yrs now, and quite honestly, the support is usually the best, and now it is almost nonexistent.
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100% ATM Backbone Travelage!(Transedge/NewEdge Style!). |
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Dunke
Premium
join:2000-09-30
Medford, OR | The geek has a problem with NewEdge! I'm amazed!
Seriously, I been wondering how the sale to EarthLink is going to impact things. This may be the start... |
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Strangler
join:2006-02-24
Lehigh Acres, FL | reply to broadbndgeek
There's nothing wrong with it assuming they get back to you ASAP. Just remember, The bigger the company gets, The wider the gap there is to get someone who cares about supporting you. |
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broadbndgeek
Premium
join:2000-08-03
Graham, WA | reply to broadbndgeek
Hoesntly never thought I would have a problem ether.
But as of today I'm saying goodbye to my Transedge/NewEdge SDSL service.
It was great while it lasted, and the good times are mere memories now. |
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dallash
Premium
join:2001-08-17
Little Rock, AR
clubs:
| reply to broadbndgeek
New Edge started doing this to its partners some time ago. There was a time when you could call in for a bandwidth upgrade request, stay on hold for a few minutes, and work with a TAC guy while you were on-site.
Now, it takes a day or two before someone gets to it, and about half the time the procedure fails because no one is on site, or logged into the router.
Same thing with a network-down emergency. If a customer's SDSL pipe goes down (and you know it's not something simple), you cannot just call in and talk to a technician. It's pretty sad when you have a T-1 customer who calls because his circuit is down, and you tell him, "We'll get back to you sometime later today".
In their defense, it has nothing to do with EarthLink. They are just growing, and their smaller ISP customers (we have less than 500 SDSL pipes through them) are less and less important to them.
My $0.02,
Dallas |
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