whocares
Premium
join:2003-07-26
..
2 edits | NOW, I've have something to say SWBELL/SBC/DSL
SBC so you understand the situation, SWBELL,SBC has me down as a "'preferred customer",
(meaning i spend a lot of $$$$ with SWBell/SBC on average-NO BUSINESS-just a private residant-about $150.00 a month,(ie EVERY OPTION except dishtv,) IF SWBELL,SBC didn't have something I like I would leave them in a minute-contract or no contract..
PROBLEM,(WHOEVER's idea it was) when your dsl phone tech was moved oversea's to India, pakisstan or bum---Eygpt) while it may help SWbell/SBC increase their profits, IT IS MAKING a lot of customers VERY UNHAPPY(A LOT OF BAD Public relations)when phone/online tech is requested ""MOST" of the phobe tech
#1,have no idea about computers,or dsl,and GUESS as to a problem cure,
#2, IF they don't understand or DON'T KNOW, they will not ask for help or they don't let the customer know "'I DON'T KNOW"", (it's no crime to say I don't know)
#3, IF they don't know they sit there on line & either ignor you or "'all of a sudden your disconnected""
THE FINAL STRAW CAME YESTERDAY
#4, Dsl service was out in our area, (line was cit by a contractor,ok) but when I call or contacted
2 different dsl reps, and asked/ explained
I also have a dial modem in my computer,(though never used)
I ASKED how do i set up MY dial up modem & used it while dsl is out
1st "'supposedly"TECH says"""'you have to contact dsl for that support"",(my reply I thought i was talking to DSL)
she gave me the 1-877 #,which I have,
2nd tech, REPLIED,""we can help with software issue, but we cannot help with this issue, & proceeded to give me the 1-877 # again,
I FINALLY (in frustration) went to start help & looked up dial up help)
IN CLOSEING SWBELL/SBC I am sure that there is ANOTHER COMPANY that would very happy to provide me with phone service, internet connections, long distance, & I will have my cingular service taken off of my phone bill & billed separtately,
but UNTIL DSL improvES it PHONE TECH help, your going to loose more & more customers every month!!!!!!!!!!!!!"JAZZY1120
P.S.while there "'MAY' be some language barrier it is NOT bad enought that neither party can be mis understood by the other party. |
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davidx
@swbell.ne
| I agree with you. The telephone tech support is worse than useless. I have gotten my problems resolved through this forum, but the result of calling the tech support number was, for me, frusration and confusion.
The problem with telephone tech support is NOT language, it is the ignorance of the tech support people. |
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whocares
Premium
join:2003-07-26
..
| Unforunately yes "david", most of the phone "'so called" techs, are they are reading from a text book, & have no idea what they are readingmost of their info is questionable, or worst as i found out their info is over a year old,(when recommending a tech repair facility)well IF, "'IF"' IF"'someone in customer service at SBC,reads this maybe ,maybe you can either pass this post along or get better help, (unforunately there are about 2 yrs left on this sub help contract0 maybe somehow or way SBC can get out of that contract when they start seeing customers leaving for other isp's,"a customer""for now untill ??? "jazzy" |
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zavala8
join:2004-07-20
Freeport, TX | reply to whocares
They need to improve everything about DSL.LOL!! |
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kungfu78
join:2004-02-03
Little Rock, AR
1 edit | reply to whocares
Here's my experience with the phone tech support:
"Hello can you provide your DSL phone number"
"What is the name on the account"
"Am I speaking to that person"
"Can you verify your DSL phone number"
"The number you have given me is xxx-xxx-xxxx"
"Can you provide your address"
"In case we get disconnected what is a number I can reach you at"
"The number you have provided as a callback is xxx-xxx-xxxx, is this correct?"
"Thank you, how can I help you today"
----the above takes about 5 minutes and is really annoying---
I proceed to tell the tech support person that my DSL modem is losing sync every minute; the DSL light blinks red, then green, then solid green, then loops.
"I'm sorry for the inconvenience to you sir, i need to ask you some questions..."
"what kind of modem are you using?"
speedstream 5100
"what operating system are you using"
windowx xp.
"Are you able to access the internet right now"
No, I Just told you it loses sync every minute and the DSL is not working.
"Ok, sir, I do apologize. Are you at the computer now? I need for you to do a few things. Can you open internet explorer..."
I've already done this about a million times already today, I called tech support 3 times already today and I need for someone to test my line. The problem is not in my internet explorer.
"Ok, sir, open up internet explorer and go to tools/internet options and delete your internet files"
Can you not just check my line or modem logs and see the connection instability? The modem will not lock on.
"I'm sorry sir, we do not have the ability to run such tests on your modem. We cannot access it."
"WHere is the modem located?"
kitchen counter next to the phone jack.
"Is there any filter on the phone line?"
Yes, there is one DSL filter on the line.
"You're not supposed to have any filters on the line, that is causing your problem"
Um, this is the dsl filter that came with the kit, and it said in the instructions to use a filter. The filter is connected to the wall and it splits to my modem and my phone.
"...Is the dsl line on the 'right' side of the splitter?"
Um, yes. The splitter is on the right....The splitter is labeled and says 'phone' and 'dsl' so I know I have it connected properly..
So there's nothing you can do to fix this problem?
"I can transfer you to a line technician. They will be able to fix your problem."
Thank you.
Silence.
So what are you doing now?
"I'm documenting this call, i apologize for the wait, it will just be one moment"
Silence.
Can you just transfer me to the line tech now?
"I'm still preparing the documentation sir, when I am finished I will be able to open a trouble ticket for you so that the line technician can assist you"
Silence.
How much longer is it going to take?
Silence.
Click. Click. "If you'd like to make a call, please hang up and try again."
I was waiting for the phone tech to "prepare the documentation" and "open the trouble ticket" for at LEAST 10 minutes. The total time on the phone was about 35 minutes of mindless script-reading.
The sad thing is, I had to call them several times that same day and of course, each time it was someone in India.
Every call went the same way. I don't think they know how to use a computer because it seems like they type 5 words per minute and that's why I had to wait soooooo long after all the script-reading was done in order to get a line tech. Finally, I Just called billing and they transferred me to an American tech who knew what he was doing and the same day I had a technician visit.
The problem ending up being a bad modem. He swapped it out and everything's been good ever since. |
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kungfu78
join:2004-02-03
Little Rock, AR
| I forgot to mention that out of 3 calls to an Indian Tech support person, I got magically "disconnected" 2 times and had to call back after going through about 30 minutes of bullsh*t.
I guess 33% "success" rate isn't bad.
and when I say "success," i mean not getting hung up on. |
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jm
join:2003-09-21
Graceville, FL
 ·WildBlue
| reply to kungfu78
said by kungfu78  :
"Hello can you provide your DSL phone number"
"What is the name on the account"
"Am I speaking to that person"
"Can you verify your DSL phone number"
"The number you have given me is xxx-xxx-xxxx"
"Can you provide your address"
"In case we get disconnected what is a number I can reach you at"
"The number you have provided as a callback is xxx-xxx-xxxx, is this correct?"
"Thank you, how can I help you today"
----the above takes about 5 minutes and is really annoying---
"I'm sorry for the inconvenience to you sir, i need to ask you some questions..."
"what kind of modem are you using?"
speedstream 5100
"what operating system are you using"
windowx xp.
"Are you able to access the internet right now"
No, I Just told you it loses sync every minute and the DSL is not working.
"Ok, sir, I do apologize. Are you at the computer now? I need for you to do a few things. Can you open internet explorer..."
--------------------------
"I can transfer you to a line technician. They will be able to fix your problem."
Thank you.
Silence.
So what are you doing now?
"I'm documenting this call, i apologize for the wait, it will just be one moment"
Silence.
Can you just transfer me to the line tech now?
"I'm still preparing the documentation sir, when I am finished I will be able to open a trouble ticket for you so that the line technician can assist you"
Silence.
How much longer is it going to take?
Silence.
All the above is scripted and required on each call, if any of it is not done, and the agent is being monitored, then they fail. I agree 100%, it is a pain in the a**. I never do any of the opening by script, unless I know I am being monitored. I also don't follow the stupid Call Flows.
Obviously most scripted agents don't think outside of the box, and pick the wrong Call Flow to follow, that is why they have you do those completley unnecessary troubleshooting steps. |
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whocares
Premium
join:2003-07-26
..
1 edit | Just an UPDATE
hello all,July 25th "kungfu78" & to all in the past WHENEVER I called to sbc tech support, I WOULD give my #,not even wait for the questions, yes your talking to,yes this is a good # to call me back on, and I NEED TO SPEAK to a teier 2 tech, and YOU weren't magically disconnected you WERE JUNG UP ON, when called back the so called tech's will tell you ""its YOUR isp,its your computer,its your modem, NEVER is it their fault or that they hung up on you,,,that WAS & IS IN THE PAST,
NOW (update) i don't even bother to call them,except to find out if a problem in our area.I either come here &as, or if i can't access the internet..
then its's
BY GOSSSSSSSSSSSSSH I'LL FIX YA,
I'll FFFFFFFFFFFFFFFFFF DISK you, (format computer)
which i haven't had to do since I quit talking or dealing with the over sea's personal.as i found out most are reading from a script,and have no idea what a computer does or
what the
"'thing a ma jig does when I pust the button and that "what's ya ma calls its go whoosh & pop big zap" and the screen has all these pretty cloros on it.
I like DSL/SWBELL products,( if i didn't i wouldn't spend $125.00-low to 185.00-high per month,,no not a business) or have every option I can get) but really turn against their overseas support help.."jaz" |
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Hos1234
Rellek Pc
join:2003-06-12
Fort Worth, TX
| reply to whocares
Re: NOW, I've have something to say SWBELL/SBC/DSL
It is frustrating, I spent an hour and a half, trying to tell them the problem was not on my end. She (phone tech) kept trying to get me to create a new profile. Now this is after I told her that I had changed modems and cat5 cables out on two different computers and still no browsing. I had a green light on dsl but that's it. Could not ping or do a tracert. "But no sir I can ping your IP address so it must be on your end." Finally after an hour of keeping my patience, she transferred me to a level two tech. The transfer took 15mins. within 5mins of talking to him he reset my switchboard on their end and I was back up and running, the thing had locked up. Now the dsl locked up in the middle of updating a clients computer and I had to start all over again, so that was extremely frustrating, I did learn along time ago to get name and employee numbers when dealing with people at SBC though, that is the first question out of my mouth. that way I have a record of who I talked to and at what time. Hopefully SBC will get the message as their customers slowly move away. |
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reiher95
Premium
join:2003-01-12
Maricopa, AZ
| kungfu78, I'm still laughing about your post. You nailed it! The sad thing is, you've obviously gone through this so many times, you have the script memorized.
Just a tip to everyone else who goes through this trying to get to level 2 support . . . pretend to do what they tell you. As they ask you to do it, tell them you've deleted your internet files, deleted all cookies, unhooked your router and connected directly, and so on. Also, tell them that before you called, you disconnected every phone, satellite receiver, or anything that connects to the phone line. Save yourself the trouble and humor them. It's the quickest way I know to get to level 2. |
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meff
join:2002-12-13
Austin, TX
| reply to whocares
Hmm, also sometimes demanding to get to tier 2 works.. Especially if you say something like "*some name*, a tier 2 tech, told me to call back and ask to be transferred to tier 2 if I was having this problem again.."
Or, maybe my wife is just good at talking to people  |
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Cybertoad
join:2001-11-08
Houston, TX
| reply to whocares
As for SBC's DSL service, I love it and wouldn't go
with anything else unless I absolutely had to.
Now speaking from a technical support perspective,
you are 100% absolutely correct -- it "sucks"!
While the DSL service itself is great, the support for it
is less than pitiful and now the support representatives
even tell you that to be so with a standard greeting of
"How can I help you with your most pitiful DSL today?".
(I've actually gotten that greeting twice)
Even before transferring the bulk of support calls to
India, SBC's support was very poor filled with a lot
of incompetent people who shouldn't be in a technical
support job because they don't have the slightest
understanding or background knowledge in the DSL
they are trying to support.
There are a few good techs but buy and far, the vast
majority of SBC techs are technical morons for lack
of a better word to describe.
The one good redeeming thing that makes it all worthwhile
is that this forum community has the highest concentration
of knowledgeable techs in one place and thus the SBC support
here at DSLReports is where you want to go if you need
any help with your SBC DSL account. Don't bother calling
the telephone support. |
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richwohl
join:2004-01-19
Saint Louis, MO
| I feel your pain man. I've been through the same bullsh**t scenario too many times. Right now, my SNR on my line is 6db and completely useless. I've done everything to verify its on their end all the way up to taking my laptop and modem outside and connecting into the NID to make sure it was on their end. I posted into the SBCdirect forums here and have had no luck getting a tech on site to troubleshoot the problem. At least the techs here look at the line. Unfornunately, no one fixes the problem so I'm SOL. I'm so fed up I'm having charter give me a call to get info on going with cable instead of DSL. Probably won't be perfect either, but maybe it will at least friggin work! |
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creedrulz
Premium
join:2003-08-11
Desoto, TX
| reply to whocares
Here is a new one. I called today to get my price plan changed. of course I got put on hold and while on hold I was intercepting phone calls to India. No body was happy with who they were talking to. One woman just hung up on him. Then I got disconnected. |
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unclebob
join:2003-05-09
Spiro, OK
| reply to whocares
I think what I hate most of all is all the bowing and the cutsy stuff you have to endure.
First is that freaking voice attendant you get when you dial in. The one with the female voice which tries to behave as though there was a real person sitting there.
Then once you get through, everything you say merits an apology. I am sorry for the inconvenience in front of every damn sentence they say.
I finally got through once by being rude and asking for someone who speaks English as their native language. |
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jm
join:2003-09-21
Graceville, FL
·WildBlue
| said by unclebob :
Then once you get through, everything you say merits an apology. I am sorry for the inconvenience in front of every damn sentence they say.
I've had customers start off the call by saying I dont want to hear the apologies. They weren't being rude or anything, just didn't want to hear the stupid apologies that we are required to give. |
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Jazzgirl
join:2001-12-20
Arlington, TX
| reply to reiher95
I do exactly as you suggest reiher95. I pretend I'm doing it! SBC tech non-support has become the worst ever. It is awful that it takes at least 30 minutes for them to fill out the ticket. SBC might be saving money on the short end but I bet if people start bailing and they start losing subscriptions they might rethink how they're doing this. It sucks eggs big time! |
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richwohl
join:2004-01-19
Saint Louis, MO
| Well, I'm bailing. After being out of service since Sunday and my sync bouncing like a yo-yo the last month and dealing with crappy SBC support which is a complete waste of time I finally called charter. They are coming out tommorrow to install service. I've been in the tech field for 15 years and even began my career in a help-desk job so I've seen both sides of the fence. I've have never seen such horrible customer support as SBC. I've heard SBC support personell complain that they don't have the tools to properly support us. I say 'NOT MY PROBLEM'. I pay for a service and you fail to deliver support when the service is not working correctly. I even go through the extra work of connecting to the NID to insure its not on my end of the connection and you still fail to fix the problem. Its pathetic and fortunately something I don't have to live with since I have an alternative in my area. |
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IKNOW IT2
@direcpc.com
| reply to kungfu78
I am sorry .....
Ya know we hate saying this crap as much as you hate hearing it. If the powers that be would concentrate as much on the actually fixing your issues, as they do pounding their stupid scripts into our heads, we would all be happier! I cannot tell you the last time we had training on a tech issue, but I can sure tell you when they last brainwashed us on opening and closing scripts. Why don't you the clients call, write or pound on the doors of sbc and complain on how inconvenient it is for you to sit through this silly crap! |
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Nowyn
join:2004-05-02
Tallahassee, FL
| reply to whocares
"I've heard SBC support personell complain that they don't have the tools to properly support us. I say 'NOT MY PROBLEM'. I pay for a service and you fail to deliver support when the service is not working correctly."
..... uh yea. It is your problem if they dont have the tools to properly support you, then how can they fix your issue? If something is broke for the tech, then its not his fault and being rude does nothing but turns him/her off for you. Its the SBC structure thats set in place, you have upper level management making decisions on scripts and policies while having never dealt with any customer related issues and it all comes out wrong. The tech can only deal with what their given. |
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