From:      Alex Forbes [write@summitlake.com]

Sent:      Tuesday, October 10, 2000 6:37 PM

To:      support@pacbell.net

Subject:      Problem SOLVED :  Repeated DSL Registration

A.,

Thanks for your prompt response. Please notify the people to whom you escalated the matter that our Service Tech dropped by tonight, and thanks to her the problem is solved.

She first verified the problem still existed, and determined that she was unable to correct or work around it on this end.

She then called PBI, and reached an internal support person named S.. S. was able to determine almost immediately that our DSL account was still linked to our old San Mateo phone number (disconnected on August 23). He corrected this problem and hooked us up while we waited on the phone. After a few days short of two months, we again have DSL access. The service appears to be working excellently.

Out Service Tech is named "Alana". She followed up today because she had not heard back from me that all was well. I believe she did this on her own time after work.

I would like to thank S. and "Alana" for taking the initiative to look into ths problem, identify it, and correct it on the spot. This was "Alana's" third trip, and her third call to PBI today, so she gets extra thanks for perseverance.

And thanks to you for escalating the matter.

Any large corporation can inadvertently create nightmarish problems for its clients, but the actions of just a few conscientious key individuals can often have a tremendous impact on restoring customer confidence and good will.

That appears to be the case here. I hope you will share this success story with people who can help spread the word.

I realize you are SBC. If there is any way "Alana" and S. can be given corporate recognition and thanks for going beyond "just doing their job", "Alana" is based in the Hayward Garage, and S., out of PBI San Francisco. They deserve special thanks.

Thank you again,

Alex Forbes

Bob Sibley

-----Original Message-----

From: support@pacbell.net [mailto:support@pacbell.net]

Sent: Tuesday, October 10, 2000 5:11 AM

To: write@summitlake.com

Subject: Re : Repeated DSL Registration

Hello User write@summitlake.com,

I have received your email regarding your account.

Thank you for this information. Your concern has been escalated for further investigation. Thank you for your continued patience and we apologize for any inconvenience.

Thank you for choosing SBC Internet Services.

Regards,

A.

Technical Analyst

SBC Internet Services

Try our online help at http://support.swbell.net for Southwestern Bell customers

or http://support.pacbell.net for Pacific Bell customers.

Remember its quick, hassle free, and is always available!

**********************************************************

You Wrote :

J.,

 Please refer this problem to your supervior.

 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, were 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. Its 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 weve 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. Its

 not our web site thats broken. Your customers have already alerted PBI to

 this problem, so Im 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-----