markrubi
join:2004-08-11
Edmond, OK
| reply to twylight777
Re: NOW, I've have something to say SWBELL/SBC/DSL
what gets me is they try to upsell you on the same stuff you declined in prior calls. IE dish network, cell phone etc... I have called for the past 3 months in a row to get them to stop over charging me for my DSL. I ordered Pro package couldnt get it due to being too far out, but had I not checked my speed they would have left me right there paying more than I should have. If they know I can't get higher than 1.3Mbps then they should tell you upfront. I'm sorry, but you are 11,000 wire feet from the RT, or CO. As for the India deal my previous employer sent my dept over there, but it's since been moved back to USA Utah. I won't say what online service this was. If I get someone somewhere other than right here in the USA I hang up. I'm not wasting my time with them. I know people who have been sent to India to train people then when they come back to work here they got walked. Trained themselves right out of a job. It's all about the $$$$. Don't give them any and maybe they will quit sending jobs offshore. |
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twylight777
@38.112.x.x | reply to Ca1avera
RR is the same lol - I had CM for a few years before switching to DSL and recently to 6mb.
twylight |
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Ca1avera
Conserve Water, Drink Beer
Premium
join:2004-06-17
Houston, TX
clubs:  | reply to DaSneaky1D
10 more months and I will be making friends with RR. By the way... they ended all my calls with offering me the Dish Network crap... bastards have no shame!! |
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DaSneaky1D
one wall to block them all
Premium,MVM
join:2001-03-29
The Lou
 ·Charter Pipeline
1 edit | reply to Ca1avera
They called your bluff, that's all. It doesn't matter that you removed all that service from your phone...you're still a customer, a statistic. If you were really fed up, you would have paid the early term fee. If you have at least 5 months left on your contract, you're going to end up paying more than the term fee.
Owned!
--
] :: my trivial ramblings :: [ |
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Ca1avera
Conserve Water, Drink Beer
Premium
join:2004-06-17
Houston, TX
clubs:
| reply to whocares
I had a nightmare experience with SBC about a month or two ago. Besides the foreign tech support this is what is really bothersome to me. Everytime I mention that I would just cancel the DSL service and go with RR if my issue was not solve - they would immediately start the cancellation process and remind me of the $200 early termination of the contract penalty fee. WTF happen to customer retention??!!?? So I stripped all my phone line services (did not want to pay the $200 fee)and now I pay $50 a month instead of the usual $120 a month - I now use packet8 as my everyday phone for $20. |
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hawki54
join:2004-05-30
Panorama City, CA | reply to IKNOW IT2
I agree but don't count on SBC changing their tune on the scripts , it would also be nice if SBC would America to work instead of other countries. That's probably more wishful thinking |
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psalms 139
Seeing The Glass As Half-Full
join:2002-01-18
|  reply to Nowyn
omg, this is all too true about sbc.
I dropped all their services after a 4 month bout of having to call and call again after accidental disconnects, but not so sure they were accidental:(
Every time I would get a foreigner that I could not understand and they would transfer me 4 or 5 times, most times to the WRONG department.
I am SO glad I'm rid of them.
I had so much trouble. Once I even started crying I got so mad...
Good riddance for good reason |
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richwohl
join:2004-01-19
Saint Louis, MO
| reply to Nowyn
Your right,
Being rude does not help. The problem is that being nice doesn't help either. I was very nice when posting into SBC direct forum's, but nothing was done about the problem and did not get much response. When customers scream at you techs ( by the way, I'm a unix admin/network ops guy so I'm a tech myself ) its not personal. Its our frustration because we are paying for a service that's not being delivered. What's worse is that I am signed into a 1yr contract that I will probably get screwed on because the contract is written in such a way to make it almost impossible to get out of even though the services are not being met by SBC. I would love to send nasty grams at the truly deserving idiots at the top of SBC, but I don't know who to send it to. Right now, my only outlet is here and my hopes are that the techs here pass on the word to the higher ups at SBC that the customer base is not happy. After being with SBC DSL for 3 yrs I'm now on charter and quite happy with the service(granted I've only had it for 2 hours but man is it fast  . Unfortunately, SBC is probably going to lose more customers before upper management realizes their mistakes and starts to take corrective action. Hopefully this happens before they start laying you guys off. Good Luck |
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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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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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richwohl
join:2004-01-19
Saint Louis, MO
| reply to Jazzgirl
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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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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jm
join:2003-09-21
Graceville, FL
 ·WildBlue
| reply to unclebob
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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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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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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richwohl
join:2004-01-19
Saint Louis, MO
| reply to Cybertoad
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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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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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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reiher95
Premium
join:2003-01-12
Maricopa, AZ
| reply to Hos1234
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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Hos1234
Rellek Pc
join:2003-06-12
Fort Worth, TX
| reply to whocares
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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