RE: [SAGE] A Nightmare in Dedicated Server Land

["Anthony Brock" <brocka@sterlingcgi.com>]

> -----Original Message-----
> From: owner-sage-members@usenix.org
> [mailto:owner-sage-members@usenix.org]On Behalf Of Glenn Sieb
> Sent: Wednesday, September 15, 2004 12:24 PM
> To: sage-members@sage.org
> Subject: Re: [SAGE] A Nightmare in Dedicated Server Land
>
>
> I've *never* heard of a help desk that wouldn't let you escalate things.
> That's.. that's just... *boggle*

I encountered this same situation with AT&T broadband (now Comcast). I
called in about a year ago on behalf of a customer. AT&T's front-line
support insisted:

1. The problem was my modem.
2. It was impossible to manually add the modem to their registry.
3. They didn't have any managers or supervisors on duty.

While I did eventually get one of them to listen (over three hours later),
they insisted that there was only one tier of support with no recourse. That
was the last time I recommended AT&T broadband to a customer.

Tony