I have DSL via AT&T and their customer support SUCKS unless you know the lingo. They absolutely REFUSE to believe that an end user can diagnose a problem.
WAY back when I first got DSL I learned this:
If you are SURE of the problem, immediately ask for tier 2 support. I just advised them that I am already on page 36 of thier 4 page flowchart.
If they protest further, tell them that you have already troubleshot the problem from the jack to the DSLAM and that it is beyond that so the problem is on their end.
As soon as you mention DSLAM, their eyes go glazed and they ask is you work for them.
Sometimes you will get one that insists on doing the flowchart and you just have to go though the process. IF that happenes you get their name and ask that that they please note on the ticket that you have completed tier 1 support. MAKE sure you get thier operator number and open ticket number. It will help you later on if you have to call back.
When I had the problem with my DSL modem, I told them up front that I swapped in a known good unit and the problem went away. When I swap back in the original the problem comes back. Then ask them how it is a configuration problem. I advised that going though the checklist is a moot point. I asked that they send me a modem and save on the field hours.
All it takes in one or two tech support calls where you have them document that you were correct and they pretty much do what you ask of them from that point on.
For me, the phone call is now a quick stopping point to tier 2 support.
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