http://www.dslreports.com/forum/r16746626 en Wed, 03 Dec 2008 02:03:34 EDT Wed, 03 Dec 2008 02:03:34 EDT http://www.dslreports.com/forum/remark,16746626 Ratbert : Re: post by kmcmurtrie July 10th 06.

"When it's not working, your life is hell.- - -"

I switched from Earthlink dial-up to DSLX dial-up 5 years ago. It has been working very well.
Tech support practically unused. Starting in June 2006 I have been planning to upgrade
to DSL and started to study the self-installation kit from DSLX by e-mails.
It worked very well until it drifted into the Twilight Zone and finally ground to complete halt.

SUMMARY.

From June 1 to June 15 my e-mail questions were answered promptly. After that no
replies regardless of several re-transmissions.
Here is the list of them:
June 15, sent to support@dslextreme.com
June 27, sent to admin@dslextreme.com
July 5, sent to kb@dslextreme.com
No reply to any.
---------------
August 9, called Sales to complain. After 2 minutes on hold talked to Nima. He was sorry
for the troubles and asked me to re-send the mail to billing@dslextreme.com.
Nice, professional!
I did as told. Received reply from Support stating:Hello! A new DSLExtreme ticket
has been created for your issue:
----------
Next day received the following referring to the original ticket number:
"Dear Valued Customer,
Our support representatives have tried to contact you multiple times over the past
few days in regards to your open ticket. They have been unable to reach you.
At this time, your ticket has been moved to a 72 hour status, which means it will
be automatically closed withing 72 hours if we do not hear back from you. If you
still need any assistance this ticket can be reopened if you call or reply to this email."

Nobody had contacted me. Looked like a canned message. Checked Ticket Viewer:
this old ticket number was not even listed!
The new ticket number was listed as CLOSED!!!!.
------------------------------
Sent a complaint to Support and Billing. A couple of days later checked Ticket Viewer.
The new ticket was now PENDING.
Nothing received after this related to my concerns.
It is impossible that all of the earlier e-mails got lost. It looks more like somebody
decided dealing further with this customer was not worth of the trouble. Ignore him.
If it does not work, then block him out with spam filter.
Very effective but is it a good business practice is a different matter. Unless the
business is run like by The Three Stooges!
Go figure.
A customer always is supposed to be worth more a rat's behind.
**********************************************************
DETAILS.

Below are fragments from e-mails in question for your amusement.
R-b stands for Ratbert. DSLX stands for DSL Extreme support.
**********************************************************
R-b: Your Approved Modem List is a long one. Which make and model
are you currently supplying?
DSLX: Westell HSA300
------------------
R-b: Westell HSA300 is not a model number.
DSLX: As of today we are sending The Westell 2100
-----------------------
R-b: Westell lists 4 different types of model 2100 shown below. Which is the one
you are sending as of today?
The PDF spec files are over 100 pages. Better to have the right type number

DSLX: The Westell 2100 b90-210015-04

R-b: Westell documentation(from Westell site) is available to end-user only for 2100 b90-210010-04.
Can it be used as reference also for Westell 2100 b90-210015-04?
What is the difference between the two?
DSLX: You would have to contact the modem manufacturer to answer your question.
------------------------------------------------
R-b:
From Westell site: Westell technical support is offered to Internet Service Providers,
independent phone companies, and distributors. If you are an end user,
please contact your Internet Service Provider for technical support.
They are not dealing with me.

DSLX: We should be able to provide you the answer you need if you tell us why you need
specific data on the modems. As far as I can tell with your previous emails to billing,
you want to connect several computers to the internet. Is that correct?
--------------
R-b: To clear up possible trouble spots before installation and not after. There are lots of related
horror stories on the net. In Zeus I trust. Everything else needs specs.
Correct. Only two for the time being.
------------------
R-b: Is a CD included with Westell 2100 b90-210015-04 modem?
DSLX: We do not stock or ship modem cd's.
The modem is non-configurable, it is what is referred to as a "dumb" modem, it acts as a terminal, so to speak,
you merely plug it in and turn it on
-----------------
R-b: Sounds good. The dumber - the better.
However, after considering everything, including "fine print" in the service agreement, I believe to be better
off by buying my own modem. A seemingly good candidate is shown below. It's even dumber (no USB mode).
----------------
Sent hem ZOOM Model 5615 Specifications.
»www.zoom.com/graphics/datasheets···_Brg.pdf
jpeg images of 2 pages included with e-mail.
The specs seemed to meet DSLX requirements.
-------------
R-b: Your requirements:
"Technical Specifications Required: MUST be an ADSL modem that supports RFC1483 / Bridge
Mode and DMT (g.DMT) VP set to 0 VC set to 35"
Since I do not know what all the alphabet - soup means, I would appreciate if you good
have a look at the specs to see if it is compatible with your service.
DSLX:
Reply still missing on August 20.]]> http://www.dslreports.com/forum/remark,16746626 Sun, 20 Aug 2006 21:14:33 EDT