How fast does your business ISP return your phone call?

[Cooky]

Our 3Mbps bundled T1 through MCI/UUNet went down this afternoon. When I called tech support I had to leave a message cause no technician was available. Took them almost 1 hour to return my phone call.

Is that the standard?? I personally think 1 hour is way too long for businesses. For businesses every second counts, which is why we had a redundent link but some idiot decides to cancel the service to save money.

 

[spidey07]

You should NEVER have to leave a message. Ever.

 

[Cooky]

Originally posted by: spidey07
You should NEVER have to leave a message. Ever.

That's what I thought too...it's business class T1 service for Gods sake. When the lady told me a technician would call me back I was just stunned.

 

[Feldenak]

Originally posted by: spidey07
You should NEVER have to leave a message. Ever.

 

[spidey07]

Originally posted by: Cooky

Originally posted by: spidey07
You should NEVER have to leave a message. Ever.

That's what I thought too...it's business class T1 service for Gods sake. When the lady told me a technician would call me back I was just stunned.

Well that may be understandable, as long as a ticket was opened and the trouble resolution process was started and put in the Q.

Then the who service level agreement comes into play for response time and repair time. Then then the inevitable part where they blame it on the local access provider and tell you to call them.

 

[nweaver]

I had a callback (if not tech) time of 20 minutes (that was for a TECH to call back) and a ticket closed time of 4? hours (iirc) before the poo poo started to hit the fan. 2 times I had to call, I had a live tech right away, and resolution within 2 hours (including local access provider problem, they leaned on them for me, I never had to call them at all)

 

[randal]

Generally it's instant response - the person that answers the phone can help me directly. I usually wait on hold for 1-3 minutes, though, but that is acceptable if I get immediate assistance. Only one of our vendors uses the "take a ticket, have a tech call back" approach, and I don't like it. If it is a big enough issue that I am spending my time to call - instead of emailing, making a flunky do it, etc - I expect a very fast response.

 

[spidey07]

Originally posted by: randal
Generally it's instant response - the person that answers the phone can help me directly. I usually wait on hold for 1-3 minutes, though, but that is acceptable if I get immediate assistance. Only one of our vendors uses the "take a ticket, have a tech call back" approach, and I don't like it. If it is a big enough issue that I am spending my time to call - instead of emailing, making a flunky do it, etc - I expect a very fast response.

You oughta see the response when a OC3/12 or T3 is down. They call you.
"are you OK? Your circuit went down 5 seconds ago"

 

[nweaver]

Originally posted by: spidey07

Originally posted by: randal
Generally it's instant response - the person that answers the phone can help me directly. I usually wait on hold for 1-3 minutes, though, but that is acceptable if I get immediate assistance. Only one of our vendors uses the "take a ticket, have a tech call back" approach, and I don't like it. If it is a big enough issue that I am spending my time to call - instead of emailing, making a flunky do it, etc - I expect a very fast response.

You oughta see the response when a OC3/12 or T3 is down. They call you.
"are you OK? Your circuit went down 5 seconds ago"

I laughed when they called us because our 7500 puked a power supply (and they had not yet orderd the backup, that puked 3 months earlier, cheap arse managment). We have an OC3, with a T3 backup line from another provider.

 

[randal]

Originally posted by: spidey07

Originally posted by: randal
Generally it's instant response - the person that answers the phone can help me directly. I usually wait on hold for 1-3 minutes, though, but that is acceptable if I get immediate assistance. Only one of our vendors uses the "take a ticket, have a tech call back" approach, and I don't like it. If it is a big enough issue that I am spending my time to call - instead of emailing, making a flunky do it, etc - I expect a very fast response.

You oughta see the response when a OC3/12 or T3 is down. They call you.
"are you OK? Your circuit went down 5 seconds ago"

happend the other day ... one of our customers DS3s died because they were moving the xconnect in Denver. We were one of the technical contacts, so I got the call at 2am that "Hey, we've seen 30 seconds of error on your loop..." and I'm like WTF? No pages, but it's down what? That was a crappy morning, but way to be on the ball, ICG

 

[cmetz]

A couple of years ago, MCI changed their tech support so that you call some call center person who "puts in a ticket" and "someone will call you back in an hour." After that hour goes by, nobody calls you back, you call THEM back and say you want someone, and then they start calling down the list of people on duty to help you.

It's completely unacceptable, and why everyone I know either has dumped MCI or is dumping MCI. Nobody should have to put up with such poor customer service.

 

[Boscoh]

SBC calls you after 5 minutes...or, they're supposed to. They call about 50% of the time. Speaking to one of their high level managers, it turns out they dont even get an alarm that a circuit has been having problems unless it takes errors or is down for 5 consecutive minutes. That is crap, in my opinion. It should be 30 seconds.

We have a lot of remote sites, thus we often have to give SBC a local contact in case they need access to the facility. SBC doesnt know the meaning of technical and non-technical contact. They assume the local contact is the contact for everything. They must only have one contact field in their system because, no matter how many times I request to be informed of updates, the local contact always gets the call. SBC tech support sucks.