[ale] [OT] Whine, moan, and complain - 6 day outage.

[Jim Popovitch]

On Mon, 2007-07-09 at 18:58 -0400, Thompson Freeman wrote:
> I have been a fan of Speakeasy on this list for some time,  
> and just had my first major bad experience with customer  
> support - not from Speakeasy but from the chain of  
> resellers business model. At least that is the way I'm  
> perceiving it. I _continue_ to like the service, and expect  
> to continue to recommend them, but I have been bitten...
> 
> Last Tuesday the iDSL line went down, and neither reboot  
> nor replug with reboot brought things back to life. Called  
> Speakeasy, and we did the trouble shooting dance, with the  
> result that they shipped a new modem overnight (well, over  
> holiday, but give them credit anyway. Expected Friday,  
> because I called late) Unit arrived Thursday, and no joy.  
> At this point, somebody, somewhere, dropped the ball, as a  
> local service call was recommended but not scheduled. The  
> call did get scheduled Friday afternoon, which meant that  
> the local technician (AT&T man) didn't arrive until this  
> morning.
> 
> Ok. The weird part is, we have no idea what was wrong! The  
> AT&T guy showed up, and nothing was working. He tied in his  
> gear, back tracked up and down the line, came inside to  
> double check all the way to the modem, and the blasted  
> _old_ modem started working! He (the AT&T guy) claims no  
> clue as to what happened, and I sure am clueless. Maybe he  
> just scared it into working...
> 
> Any how - I have now vented, and I do feel better. I still  
> like using Speakeasy people. I just wish there was a better  
> solution for the final mile headache.
> 
> Thanks for the use of your bandwidth.

Dude, that sucks.  But, don't get any idea that the same thing won't
happen via any other large provider.  I've seen Comcast do the same
thing to me.. shake something outside and declare victory.  Mostly they
just blame other Comcast "contractors", at least they don't fall asleep
on my sofa.  :-)

-Jim P.