From: Alex Forbes [write@summitlake.com]
Sent: Monday, October 09, 2000 10:14 PM
To: support_replies@pacbell.net
Cc: Bob Sibley
Subject: RE: Re : Repeated DSL Registration Failures

J.,

Please refer this problem to your supervisor.

It appears to be a policy of both SBC and Pac Bell to return a customer inquiry unprocessed when it is felt that some other entity or department should handle the problem.

In almost two months of attempting to deal with Pac Bell and SBC by calling other numbers we am instructed to call, we're not surprised by the response "We are sorry but we cannot help you here. You need to call this other number. They can help you there."

Not only does it take up to a solid hour of telephone waiting to actually speak with someone, shunting the customer from department to department is still wrong. It's unacceptable.

Often, it has appeared that the employee is acting under instruction to never call or email the customer in followup, and I have even been told this is not possible, so I do appreciate your rapid email response. But this is also why I am asking you to refer this to your supervisor this time.

With all due respect, we no longer have reason for any remaining confidence that Emerging Products will come through any better than any of the other departments we've been instructed to contact.

We expect the corporate entity to now assume ownership of the problem, without further attempts to involve us in interdepartmental boundaries. It's not our web site that's broken. Your customers have already alerted PBI to this problem, so I'm sure SBC is aware of it too.

If a secure server web page problem is outside the domain of an SBC Technical Analyst, I would like you to refer this letter to someone who has the authority to actually get this problem fixed and communicate with customers on what is being done about the providers' problem. And I would like to know to whom this is being referred.

Sincerely,


Alex Forbes



-----Original Message-----
From: support_replies@pacbell.net [mailto:support_replies@pacbell.net]
Sent: Monday, October 09, 2000 8:27 PM
To: write@summitlake.com
Subject: Re : Repeated DSL Registration Failures



Hello User write@summitlake.com,
 
I have received your email regarding your issue.
 
Unfortunately, you have contacted the wrong department to have these issues resolved.  You can contact the Emerging Products Center 8am-5pm M-F at  888 884-2375 and they will be able to assist you further with this issue.  We apologize for the inconvenience this has caused you.

Thank you for choosing SBC Internet Services.
 
Regards,
 
J.
Technical Analyst
SBC Internet Services
 
Try our online help at http://support.pacbell.net
Remember its quick, hassle free, and is always available!
~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~*~You Wrote :
charset="iso-8859-1"
 Content-Transfer-Encoding: 7bit
 DSL Account Management Tool
 Sorry!

 "Our system failed to register your DSL account. We may be experiencing
 system problems. Please try again later. If you continue to receive this
 error message, please contact Technical Support at 1-800-708-INET (4638)."
 Weve been getting this error message since 10/7, have called the PBI Tech
 Support number twice so far, and have a case number, #8304154. Weve been
 advised you are having problems with this secure server page, that you have
 received numerous calls about it, and that we should try to be patient and
 please keep trying.

 Were tried over a dozen times since, including as recently as 4:43PM
 tonight (10/9).

 This is not a new DSL service, it is a transfer of our existing service from
 San Mateo. Our old DSL number was 650-343-6079. Our new DSL number is
 510-583-0189. If the clock starts ticking when we called to initiate the
 transfer, PBI/SBC has had since August 4th to work this out. We have been
 without DSL since Move Day, August 19th.
 We couldnt get DSL synch when the port became available and live
 (reportedly 9/30), but this was finally straightened out on 10/7 when our
 old Atacom 1000 DSL modem was replaced. We now have DSL synch.
 Prior to that, we were scheduled for a 10/4 maintenance call which was
 canceled without us ever being notified of the cancellation. I found that
 out when I stayed home from work and called for an AM/PM estimate, only to
 be told "if you had called a few days earlier we could have told you he
 wasn't coming".

 Starting 10/7 everybody we have contacted has tried to helpful, but no one
 can seem to fix this problem with the secure web server page, or provide an
 ECD on when it will be fixed, or take responsibility for getting back to us
 on when we will be able to complete the registration process.