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

[Scott Starbuck <scott@aobe.com>]

Sounds very familiar... tailspin is the perfect description. I just received a
response back from...
Lucent NetworkCare Professional Services <support@ascend.com>

>Thank you for using Lucent NetCare email support.  Unfortunately, we are
>unable to locate a current case from your e-mail, and your e-mail
>address was not located in our support database.

Now the thing here is I could not have submitted this request without logging
into the esight.com
website (using my e-mail address as my logon ID) - yet they say they my e-mail
address was not located.

I also received an e-mail reply giving me a case number - but -  more from
Lucent...

>If you are updating an existing support case, please re-submit your
>request with the Case Number in the subject line of your email, using
>the format "Case Number <case_id>"

They provided a form for me to paste into another e-mail to re-submit and were
very pleasant.

>Please call your local service center if you continue to experience problems.
>Thank you very much for your patience and cooperation.
>Lucent NetCare Customer Service.

One of those things that makes you go hmmm.

I think I'll post my question to the list.
I'll also jump thru the hoops Lucent has set up for me and see what happens.
I'm just glad it's not a problem where something is down.

Scott Starbuck
Aobe Network Group
5340 Millertown Pike, Suite 131
Knoxville, TN 37924
Phone: 865-689-7290
Fax: 865-688-0068
---------------------

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?
>
> 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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