(ASCEND) Lucent 'support' in a tailspin

[Peter Lalor <plalor@infoasis.com>]

On the off chance anyone who cares at Lucent reads this, Support is 
reaching all-time lows lately. Every ticket I've opened in the last 
few months generates occasional "Sorry for the delay in responding" 
messages and eventually (as in two months later) a too-brief 
pseudo-response that either suggests I upgrade my firmware, downgrade 
my firmware or in some other way ducks the question. It appears that 
the support staff is so overwhelmed that they try to dispose of old 
tickets in the most expedient way possible, by quickly writing 
anything and hoping the customer just drops the issue.

Does this sound familiar to anyone else on this list?

Of the four or five tickets I've opened in the last few months, only 
one received an immediate, lucid response stating that the problem 
was a firmware bug and was fixed in TAOS 8.0.3. Unfortunately, TAOS 
8.0.3 hasn't been released, but that's another story. The remaining 
tickets are being given the runaround and the support provided has 
been effectively nil.

I've used Ascend gear for years. Does this make me consider my options? Yes.
-- 

Peter Lalor           Infoasis
plalor@infoasis.com   The San Francisco Bay Area's Macintosh
415-459-7991          Consultant and Internet Service Provider
415-459-7992 fax      http://www.infoasis.com/
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