Ascend Archive
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Re: (ASCEND) Re: hash codes... (loosing Wan3,4+ISDN)



> Every time I email support@ascend.com or emeasupport@ascend.com it's like
> sending letters into a black hole paper destoyer wich gives an automated
> answer: "Someone has recived your reguest; No one will contact you;
> Everyone will ignore this ticket#xxxx"

Well, that sounds like a valid complaint.  I am kind of curious myself.
I will typically wait a few days and send another message.  This is
usually sufficient for me to get a response back.

To start with, do you have an "Advantage Service" contract with Ascend?
If you do, then you are entitled to specific damages if Ascend fails to
deal with you on a timely basis:

    For each Service call as to which Ascend materially fails to meet
    the Response Times ... Ascend will provide a nonrefundable credit
    applicable to future orders for Services in the amount of the lesser
    of (i) $500 or (ii) one-twelfth (1/12) of Customer's then-annual
    fees for Services;

    [see http://www.ascend.com/servagr.html for details]

If you don't have an "Advantage Service" contract, were you within the
Warranty period?

Even if you don't have a service contract and your warranty has expired,
I would still expect you to get reasonable (maybe not "prompt") assistance.

If you don't there should be some way to follow up to find out what happened
and if necessary to escalate the complaint so that you get more than the
automated response.

Perhaps our illustrious Ascend spokesperson can fill us in on the proper
ways to follow-up or escalate when using e-mail.  [Yo! Kevin!]

When on the phone, once you get to a person, it does seem you can ask
for escalation.
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