Re: (ASCEND) Lucent 'support' in a tailspin

[Brad <brad@americanisp.net>]

On Fri, 19 May 2000, Peter Lalor wrote:

> 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?

Indeed.
I have been having problems with a 4048, and called their
"priority" support.  Last time I called (yesterday), the
support person telnet'd to my max, looked at some
stuff, and hung up on me.  I am now on the phone with them
again, their so-called "priority" support.  Have been on
hold waiting for a support rep for over 73 minutes.

My $0.02 worth

Thanks,
Brad

> 
> 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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