[sdw2003] AT&T T1 dropping?

[Marc Jones]

>From my experience, SBC support was a real pain, but given enough push, you
could get through to an engineer. GTE was much worse, even more
compartmentalized with the "Not my job, I can't touch it" attitude. But,
they were both rookies when you compare them to AT&T. I spent a couple of
hours trying to get past a second level manager to get to an engineer. There
was no budging them. Their answer to everything was, "Have you replaced your
router? When you can prove to me that it is not your hardware, or network,
then maybe we can look into it more." I was able to counter every other
question he had and asked him questions that he couldn't answer, at which
point I told him that one of his engineers could understand what I said. He
even went so far as to say that they don't have engineers.

So, the point is that you really have to be prepared when you talk with
AT&T, but I don't even know how prepared you need to be to get to an
engineer.


Good Luck.


Marc


-----Original Message-----
From: sdw2003-bounces at mattware.com [mailto:sdw2003-bounces at mattware.com] On
Behalf Of John Oliver
Sent: Monday, April 14, 2008 3:15 PM
To: San Diego Windows 2003 User Group
Subject: Re: [sdw2003] AT&T T1 dropping?

On Mon, Apr 14, 2008 at 12:56:07PM -0700, James Eitzen wrote:
> "Now it's time for AT&T to deliver."
> 
> 
> After recalling my  many calls to ATT(in the past for different things),
> that last line made me laugh.

I agree... but there are several T1 providers in San Diego, and all
contracts end.  Heck, if you can document enough breaches of their SLA,
the contract can be broken (or, already had been broken by their lack of
contractually-guaranteed response).

I can't ever recall having to deal with AT&T.  Most of the T1 calls I
had to do back in the day were to SBC.  I would occasionally encounter
the foot-dragging, but was always able to deliver just the right kick to
just the right rear ;-)  I never had to threaten to get service.  But
sometimes you have to remind them that you're the customer and you're
paying them a good amount of money for a certain, guaranteed level of
service.

-- 
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* John Oliver                             http://www.john-oliver.net/ *
*                                                                     *
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