Well, the service is great if it’s working. If you look at my hosting provider, it’s DSL Extreme. My service was down for almost the entire month of July because DSL Extreme technical support was incompetent enough to solve my problem. Their technical support was giving me the runaround and passing me off to billing and the left hand was totally not talking to the right. It was partially AT&T’s fault, but I was paying DSL Extreme, not AT&T and I couldn’t talk to AT&T directly.
Wednesday – call from billing saying it’s been disconnected and I should get an email for an activation date within 48 hours. Not the actual activation, but an activation date. Billing says that I won’t get credit for any of the down time because I lost line share and that I should be contacting AT&T for credit because it was them that disconnected my line and that it’s in the “Terms and Conditions” that I am supposed to have the line available the whole time. How do I know this is true? I didn’t lose dialtone myself. At least not that I’m aware of.
Here are a couple of typical technical support chat sessions:
Michelle:
Thank you for calling DSL Extreme. My name is Michelle. How may I help you?
uslacker99:
please check on the status of my service – Alton Yu 415-239-xxxx
Michelle:
Jsut a minute please
Michelle:
We finalized the disconnect on 7/15, it takes 5 days for the line to clear and then we can place the reconnect order
uslacker99:
I didn’t get an activation date
Michelle:
Is there anything else that I can help you with?
uslacker99:
Should I not have gotten an activation date?
Michelle:
We have not set the activation date yet
uslacker99:
I was told I should’ve had it 24-48 hours
Michelle:
until we can place the order for reactivation, we will not have a date
uslacker99:
ok
Michelle:
We will email you with the activation date
uslacker99:
is there any way to expedite this?
uslacker99:
I haven’t had service for 2 weeks.
Michelle:
Unfortunately there is not a way to speed up the process
uslacker99:
Are you sure?
uslacker99:
Is there an escalation process?
Michelle:
I am sorry but there is not a way
uslacker99:
You’re positive that there’s no faster way?
Michelle:
We are processing it as fast as we can
uslacker99:
Can I have your word on that?
Michelle:
We are moving as fast as we can
uslacker99:
okay then.
Michelle:
Is there anything else that I can help you with?
uslacker99:
nope
———————
7/22
Jeff:
Thank you for calling DSL Extreme. My name is Jeff. How may I help you?
uslacker99:
please check on the status of my service – Alton Yu 415-239-xxxx
uslacker99:
this is the 18th day I haven’t had service 🙁
Jeff:
there is an open Trouble Ticket,
Jeff:
I show account active
uslacker99:
it’s not active. it’s not working
Jeff:
what is the status of the light on your modem?
uslacker99:
last time i looked, it was blinking green.
Jeff:
kk, let me transfer you to our Tier 2 technisions
Jeff:
Ticket#: 3121480
Jeff:
this is your Trouble Ticket, one moment please…
uslacker99:
there should be a disconnect/reconnect going on with billing. they said it was disconnected last tuesday, but no word as to when it would be reconnected.
Jeff:
kk, our Tier 2 tech’s should be able to see what the status is..\
Jeff:
one sec please
Jeff:
Has transferred you to:
Chat Session Ended, Goodbye. (5010)
…