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 ronlb
join:2001-07-29
New Braunfels, TX
|  Fraternal Twin
The individuals at ASI DO know what the problems are out here and will readily admit them.
The bunk about circuit provisioning being the cause installaion problems is not at all the truth. The major problem I have found is that not one single department can relate to another department. Each part of the body is functioning alone and this is causing severe customer dis-satisfaction for SWB customers.
I have DSL in four separate cities and three states and believe me they are not the same. ALL are SWB, by the way.
If you know the process, it is generally 8-10 business days from ordering to live and ready. Check each answer when placing the original order and get the persons name and telephone number and the extension.
I had better end here before I get worked up again.
ronlb | |
| 
tech_with_a_gun
@cableone.net
| SBC Tech Support Guy Here To Help Hello Everyone...
I've been reading some of the posts of this account I work on with SBC Yahoo! Dsl and just wanted you guys to know that I will try my damndest to keep you guys happy...I know i dont have to, but i like to without all the hassle..
First off, let me start out by saying that no, i do not work DIRECTLY with SBC, like everyone else I am employed through an outsourcer, which i cannot name if i want to keep my bills paid..haha. However, i have recieved the same technical support that any SBC technician has, only difference is in the corporate world, which i dont want to be a part of.
Second of all, there are alot of things that no-one as a technician wants you to know. Things such as billing issues (if your disconnected AT ALL, you are entitled to a refund of time lost), connection speeds (SBC makes you pay for a speed or package, yet they do not guarantee youll get those speeds) and router information (ill tell you about that when i have more time, you can imagine it gets hairy)
One thing you all have to remember, is that im only a tech support god, not a billing god. I only can tell you things that i personally have experienced thru my work experience and dealing with loads (and i do mean LOADS) of irrate people. But regardless, i will try to help in any way shape or form that i can.
Until next time... | |
| |
Dissatisfiedcust
@swbell.ne
| Re: SBC Tech Support Guy Here To Help I have to respond to a couple of points "tech_with_a_gun" made.
First your statement, "I will try my damndest to keep you guys happy...I know i dont have to, but i like to without all the hassle..". Are you kidding this must be some kind of a joke! You know you don't have to what ??? keep the customers happy ??? What school of customer service did you attend? Yes, technical support IS customer service and the whole point of customer service is to keep the customer satisfied (read HAPPY) by resolving problems. I have read these reviews also and noticed that customer service does not receive very high ratings. If your attitude is typical of your coworkers no wonder so many customers are dissatisfied.
Second your statement "im only a tech support god, not a billing god". Have you ever considered seeking professional help? If you had said tech support demon I would be more inclined to believe you.
Lastly your statement "i personally have experienced thru my work experience and dealing with loads (and i do mean LOADS) of irrate people. " Does this surprise you Mr. tech support god who will do his damndest even though he doesn't have to.
Take a hint;
Don't talk down to your customers.
Don't assume your customers are stupid.
Don't assume the customers are calling in just to inconvenience you.
Customers do not subscribe to DSL service so you can have a job. You have a job because we subscribe.
Does no one remember anymore that "the customer is always right".
A dissatisfied customer. | |
| | 
HarryElf
join:2002-10-26
Houston, TX
| "I will try my damndest to keep you guys happy...I know i dont have to, but i like to without all the hassle.."
You not only have to, it's your job.
As far as the router information, I usually lie if I have one to tech support since they usually say it's the problem (never has been). This has been the case with my Time Warner account and my folks' SBC. Tech support people really don't like routers or anything beyond vanilla systems. I guess it's more involving to debug problems, I dunno.
I do like your enthusiasm though. | |
| bisselbra
join:2002-02-06
usa
| good to hear from those behind veil of csi/tier1 Good for you!
As a fellow front-liner, although i AM directly employed by sbc-swbt, I share your enthusiasm for support. Aside from the obvious speed tiers and terms of service inherent in any adsl offering, either the past "up to 1.5meg" or the current tiers of speed, we're all happy to 'spread' more of a footprint for people willing to go online. I appreciate those here who share knowledge of pppoe, the auto-speed regulation process (4 lack of better phrase), and typical trbl shooting steps.
As far as you, my friend...learn a lesson from me...even though you're a '3rd party', plz treat your status just as professionally as a 3rd line manager. It wasn't too long ago I naiively semi-bad mouthed (not saying you are) other parts of my company and was rightly brought onto the carpet for it. From the front line 'S.O.C.' (service order center) rep, to tier1, to winnback, to backfill managers, we're all on the same team and hope more people see that and take advantage of these asi people's expertise and enjoy their dsl. Happy trouble shooting, and good luck on the msce!(hopefully you're not satisfied with whatever level you're at, in other words) | |
| | Dethdrone
join:2002-05-26
Houston, TX | Re: good to hear from those behind veil of csi/tier1 a big hello from tier2  | |
| |
tech_with_a_gun
@cableone.net | oh no dont worry...i still value my job so its not my place to badmouth any department at all, be it STS, ASI, CSI or anyone...just like to help as much as i can. | |
|
privatemike
@Dial1.Mia
| Thank you for calling tech support I too am a tech who supports sbc/ameritech/yahoo customers.
I will say I do enjoy my job and the pay and scheduling
is hard to live with, but I'm doing what I like.
I have to tell you that, during this migration I am going to have to use alot patience, especially since the training on the new customer applications have just bulldozed onto the floor with very little time to learn to use them. I can only tell you customers to please be understanding of what even the most at-tentative and learned tier 1 tech is capable of absorbing in such a short time. You folks coming on board the first time will probably have it the easiest because the new software installation disk, if it does what it is suppose to do it will alleviate many problems with it's diagnostics that are built into the application. The rest of you folks undoubtedly will be confused unless you are familiar with your computers and can make configuration changes with little assistance from us. My biggest tip that I would like to pass on to people
would be to leave the Enternet software alone when your having problems connecting. I repeat, do not try to remove
the software on your own before making sure there are no known network issues causing you to have no sync.
Time and again I have seen people screw up their system
files by improper un-installation of this software, especially with ME and 98.
If you really want your DSL connection to run smoothly, I would suggest you upgrade your OS to windows XP or MAC OS X. The have built in PPPOE software and it's actually better than the Enternet 300 software. At least you can always recreate your connection without worrying about screwing up your tcp/ip stack or failing to load one of those nts pppoe adapters. It's really worth it if you can upgrade. Take care folks, I've had my say, later.... | |
|
TroubleInHouston
@swbell.ne
| Distance is everything I live in Houston and use SBC DSL. But they did not tell them that I might be too far away from the unit to get a good connection. So now Im in a contract where I pay $50 a month for DSL that works about 50% of the time. What happens is I'll be surfing the internet and it will just stop for about 30 secs, roughly. Everytime I call SBC to try to fix the problem or get some kind of retribution they keep telling me the exact same steps to try and fix my connection problem. Their techs are computer challenged and just read off of a troubleshooting guide it seems. IMO stay with cable, in my experiences as a gamer, it runs much smoother and you dont have to connect every time you want to use the internet. This has troubled me to the point where I am moving soon and I double checked to make sure the apartments had cable and not SBC DSL. | |
| | Dethdrone
join:2002-05-26
Houston, TX
| Re: Distance is everything I am a 2nd Level tech for SBC. I sympathies with your situations..
We had a focus group with company President & Vice-President, I was in one fo them. One of the issues I brought up, among others, was the one you are going through.
Believe me, I was not the only one who had to tell the Exes of the company of this issue. They were very pleased to know all this and promised to look into "THESE" sales practises. It will take time but things are getting better. | |
| | |
SBC_SUCKS
@swbell.ne
| Re: Distance is everything Dethdrone: "promised to look into "THESE" sales practises"
the first thing they will "look into" is the accounts records to determine how much money they made from "THESE sales practices".
Dethdrone: "It will take time but things are getting better."
BULLSHIT.
It happened last month, it happened this month and it will happen next month. THAT is not "getting better". | |
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