RE: (ASCEND) Who should I talk to?

["Daniel J. Vance" <dvance@rvi.net>]

Geeze Tony,

You really got burned.  I hope someone from Lucent is reading this list.

On another note, I have waited over 3 weeks for a return phone call on tech
support for one of our Ascend Max 6096s.  I'm wondering if I should start
using another RAS.

Sincerely,
Daniel J. Vance

-----Original Message-----
From: owner-ascend-users@max.bungi.com
[mailto:owner-ascend-users@max.bungi.com]On Behalf Of Tony Ray
Sent: Thursday, February 17, 2000 6:27 PM
To: ascend-users@max.bungi.com
Subject: (ASCEND) Who should I talk to?


If anyone knows who I should talk to at Lucent, you'll have my undying
thanks.

In December I called TACS because I had a 56K modem card on my TNT
resetting by itself ever 5-10 days.  TACS gave me a whole list of things
to do before they would give my an RMA under my service contract.

After reloading the card, waiting, moving the card, waiting, a new
problem developed.  Ever few days all the ethernet ports would stop
responding including the one on the controller.  Hard booting the box
would provide a temporary solution.

By now it is January and I receive shipment on another TNT box (my
second) so I move the card into the new box to see if it will reset.
Instead the ethernet ports stopped functioning.  Hm...

Waiting a couple weeks after removing the card altogether, no problem
shows up in either box.

Now I call Lucent and they tell me the trouble ticket has been closed.
That was news to me since no one at TACS had called me.  Okay, open
another ticket I say.  No, can't do, my service contract ran out one
week ago.  Why hadn't I received a renewal notice I ask.  Because Lucent
no longer offers that contract.  BUT, they have a new one that cost
exactly 50% more and offers half the service.

Reluctantly, I give the salesman two credit card numbers and the amount
to put on each.  He calls me back the next day and says they didn't go
through - he had put the wrong amounts on the cards, knew it because he
had the numbers right in front of him and couldn't figure out what to
do.  I told him to credit back the money he had put on the cards and
forget the contract.  (Good used TNT parts are cheaper than the contract
on two TNT boxes anyway so I bought a used TNT full of cards instead -
works great).

Now, Lucent owes me a replacement 56K modem card on the old contract on
the ticket they had closed without informing me.

So who do I talk to?

Thanks,

Tony
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