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Tech Support -- Good Experience

Yes, we do have some Tier 1 technicians over in El Salvador. Glad to hear they were able to help you out!

Friendly, shows some sign of being able to say BOO w/out a script.
Does not apologize every other sentence.

Two things that I find time consuming.

I usually will ask them to please put down the script and let's get to work and it's OK.. one apology per call will cover everything.

They will pause...and then continue with the script!!

...also, when calling tech support on an open ticket,(from your number), you no longer are sent to tier one, you hear a prompt state, "you call is being transferred to a tier two or three tech".

No more explaining over and over again the same thing to those T1 techs only be sent to T2 or T3.

I just wanted the readers to know.

reply to zbestwun2001
this sounds very promising...

reply to zbestwun2001
Nick, the TC was just here and found a short in the ground outside.
They think that's the problem, I'll be monitoring it via ping and tracert for the nxt few days.

Maybe this time they got it correct?

Thanks so much for keeping on top of this with me, I really appreciate it.

Have a good day, I'll keep you updated on what's going on.

Say hi to George and the boys!
SF

No problem; I'll keep the ticket open until we confirm it's all-clear.

Thanks, you too. I'll pass it on =)

Sofari SoGoodie

reply to zbestwun2001
You don't get Tier 2 when you're a new customer.
I was migrating from SBC(ATT) to DSLx the other day. They won't contact Tier 2 to get help even though I know that they have the wrong config on the server. (I was a DSL Technician in the past). I've had SBC DSL for the last 7 years with the same modem. I'm downgrading from 6.0 Mps SBC DSL to 3.0 Mbps DSLx.
They started the migration at 4AM. I didn't get my DSL running until 12PM the next day.
Here's the story:
I called DSLx Tech Support in the morning around 10AM (same day), the 1st tech support person confirmed my login and password. We were sure that it had an Authentication Error after Login was successful but she said she can't contact Tier until 11:59AM midnight since today was my first day and they could be working on it.
Then in the afternoon, I can DSLx Tech Suppport again. The 2nd Tech support person was also Tier 1. We setup Broadband Connection on my PC. We confirmed there was "Error 734" and not registering to network, but we can't get Tier 2 yet.
So I called back at 12:00AM, (20 hours w/o Internet so far), the 3rd Tier 1 tech went thru the Broadband Connection again and we had the same error 734. I was like, "Okay, can I get Tier 2 tech support now." She said, "My apology, they were closed at 10PM(two hours ago). So Why the Freak didn't the last 2 techs mention that. (BTW, the 3 Techs I spoke to that day sound like they were from the same part overseas.)
Anyways, she was courteous and got me a Reference number and said that a Level 2 tech will call me in the morning about 7AM local time.
Next day, I called at 9AM and was automatically patched to Tier 2 tech suppport. We went thru the same Broadband connection setup.(This being my 3rd time to doing this.) Needless to say we had the same Error 734. Then he said there might be issue with the line. I told him I had the same setup for the last 7 years. But he wanted me to plug my modem into my MPOE. He insist that we narrow it down first. I said it would take me some time because I have stuff to take care of. Then I got a 2nd Reference number.
I called back around 11:30AM. This time I was patch to Tier 1 and then the gentleman passed me to Tier 2. Tech Support Personnel, Michelle, sounded like she took the time to figure out my problem and had a hunch of what's going on after we setup Broadband Connection twice on my PC with the same Authentication Errors. So after couple minutes of wait, she finally reset the Radius Server and then I was able to connect to the Internet. She said the server wasn't configured correctly to give my modem an IP address. I was like "Duh." (No IP, no Internet.)
Throughout the last 10 hours, I was having seconds thoughts that I should have gotten Comcast cable instead. I guess this is how they handle new customers and I hope this doesn't happen to other people.
I pretty sure if the someone else was in my shoes, he would really get infuriated with how useless Tier 1 was for my Server Problem.
Why does someone have to wait till 7AM the next day to really get so decent help?
Some recommendations:
If the Internet Service wasn't up and running at 6PM on the first day, I doubt it would be running at 12 Midnight, esp. when no one informs the Tier 2 or 3 techs that there is an issue.
Lastly, the Tier 2 group leaves at 10PM and come back at 7AM. That's almost 10 hours of downtime if you really do need some serious help.

reply to wildbottome