moonpuppy
join:2000-08-21
Glen Burnie, MD
 ·Verizon Online DSL
|  Re: DSL ISPs get a warning
I find it funny that some people think this letter will do anything. The Attorney General of Washington State can write anything up but it won't make any difference. The Baby Bells have and will always have the attitude that customers don't matter. Sure, they may guarantee a dial tone. But that's all they guarantee. In the Mid Atlantic region of Verizon, they push DSL along with second phone lines, Caller ID, National 411, etc., with the underlying rule that none of these services are guaranteed to work because they are value added services. I firmly believe that the only way for phone companies to start giving good customer service is to have competition with cable and other services that provide regular phone service, high speed access and even closed circuit "cable TV" like service. My parents even were still charged for a rental ATT home phone that they tried for many months to give back (remember when phones HAD to be rented from the phone company?) I'll wait to see actual teeth marks on the DSL providers from the Attorney Generals of this country before I think anything will happen. |
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justin
Australian
join:1999-05-28
Brooklyn, NY
Host:
IPv6
Business Connectiv..
Home/Office setup ..
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Console Tech
|  Everybody is assuming that this was aimed at the Bells, but it is pretty clear that the letter was sent, and is aimed, at some of the less reputable smaller ISPs whose "over enthusiastic" sales practices, up-front charges, and slow refunds have driven customers to complain. |
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moonpuppy
join:2000-08-21
Glen Burnie, MD | And these smaller ISP's are any different then Verizon, SBC, PacBell or any of the baby bells that sell DSL? They should look at that letter as the same type of warning. SWe can only hope that the Telcos that lurk here read and take this to heart. |
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rhavasy
join:2000-08-10
North Grafton, MA
clubs: 
 ·Charter VOIP
 ·Charter Pipeline
| reply to moonpuppy
I don't know. Remember that because the Bells are involved in more than Broadband, they need to keep decent relations with all regulating bodies. Maybe you're right about the corporate attitude about the "value added services" but, at some point in the future, Verizon will be looking for expanded abilities to offer long-distance services or other "core" telco services, and I'm sure they won't want all of this consumer discord held over their heads by PUCs and Attornies General.
--
"Oh God! What could I do? I foamed--I raved--I swore!...Was it possible they heard it not? Almighty God!--no, no! They heard!--they suspected!--they knew!--they were making a mockery of my horror!" -- Edgar Allan Poe, The Telltale Heart
[text was edited by author 2000-09-15 13:28:06] |
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moonpuppy
join:2000-08-21
Glen Burnie, MD | Thought about this too but until someone actually offers local phone service in compotition then I don't think any Telco will have any respect for their customers. If you are the only game in town, then why please anyone? |
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BDC7
join:2000-07-27
Hoboken, NJ
|  reply to justin
This letter is right on point. ISP's that promise rapid delivery of service, fast speeds, prompt customer service but provide slow installation, poor speed with packet loss, and long times on hold.
Perhaps DSL Reports could send a copy to all the ISPs on its mailing list. And perhaps copies could be forwarded to the AGs in other states.
This could be the start of a good thing for those of us in DSL limbo for month after month after month... |
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Motorhead5
join:2000-06-05
Woodside, NY
| reply to moonpuppy
AG's actions - what about Big Tobacco?
Don't forget, it was the actions of Attorneys General that took on the tobacco companies (NOT to debate that issue, please...), when for many years it was assumed that the tobacco companies were untouchable. This letter is important, because it marks a start, for better or for worse, of government action (read: possible REGULATION) of broadband services, specifically DSL. Is Washington the only state in the union with problems regarding DSL? Of course not. Is Washington's DSL subscribers the only ones who complain? No. Therefore, it it reasonable to assume that, with a sufficient amount of consumer complaint (which there doesn't seem to be any shortage of), more and more AGs will react, one way or another, to broadband access (specifically DSL). This letter should serve as a warning to ALL the idiots involved in providing DSL services: GET YOUR COLLECTIVE ACTS TOGETHER, OR THE "MARKET" WILL NOT BE ALLOWED TO REGULATE ITSELF ANY MORE. Again, for better or worse, that is what will happen - "governmental oversite," "regulation," or whatever you want to call it. And having SOME standards of service isn't too much to ask for, like keeping scheduled appointments!! Moonpuppy: I agree with you that the RBOCs are monolithic corporate entities that care less about the consumer (hell, I used to work for one!), but that wouldn't stop me from complaining to my AG (hell, I've already done that, too!!)
Bottom line? If enough people complain, someone WILL listen. And if you think you've been jerked-off by the DSL experience (as most of us have), then you should certainly complain, and not just here on this site, but to the AG of your state, the FCC, your congressman (see if he/she takes campaing contributions from some of these companies!), etc. This DSL brou-ha-ha won't continue as it does now and survive - it must clean itself up, or someone else (like the government) will step in - for better or worse.
[text was edited by author 2000-09-15 17:41:33] |
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