A little history...
@home was a parent company for sh|tloads of smaller companies to provide high speed internet access via cable modem to customers in their home. When @Home had control over those companies, or markets, @Home had regulations -requirements of those markets before the markets would be accepted into @Home as an official @Home provider.
One of these is dialup access. @home required certain companies (the bigger ones) to have dialup access available for their customers if their cable internet connection was down for whatever reason. Kind of like a backup. It would also be used for roaming access for people who went away on business.
@Home joined with Excite and made some seriously poor mistakes and went under, almost taking Excite down with them, as we all know. As of December 1st, 2001, AT&T split off of @Home by not renewing their contract with @Home and having their own network ready to be switched over at midnight of the contract expiration. At the time, AT&T was no longer required to have certain things by @Home since they provided their own network and had nothing to do with @Home, obviously. One of the things that went away was dialup access. AT&T has Worldnet... why would they want to provide dialup access?? That's just dumb.
Anyway, there's a dialup server available, but only for testing purposes in certain markets and wasn't supposed to be given out to more than 600 people. Well, AT&T told all their techs this. How many techs does AT&T have? More than 600. Techs started giving this out like freaking crazy when they got it, so AT&T locked it down and removed our ability to give it out. The server still exists, but it's for testing purposes since the dialup access that ATTBI is working on is still in the first of four stages.
What happens then? Tier1, instead of setting customers up with dialup access, now pass customers asking for it (which is every freaking day) to Tier2 because the customers always get all pissy and bitch about how much their paying, blah blah blah whine whine whine complain complain complain -and Tier1 doesn't want to deal with it. They pass customers up to Tier2 to fix their AOL problems. And their email problems with hotmail. And their broken blenders. It's getting insane. For the past six months, I've had to tell people "No, I'm sorry, you've been misinformed, unfortunately. ATTBI does not provide any service other than cable internet access from your one cable modem at your house." and then I get ready for a fight. Every time. Every goddamn time.
Does it change? No. And it gets better. Typically, if a Tier1 tech does something stupid in a case, or ticket, I can track them down and send them a tactful note saying what their job is, what they're required to do, where to go for a full explanation of what their job is and how to do it, and a closing that directs them to their manager if they have any questions. Managers are taking ticket numbers of Tier1 agents who are just dicking around or lying in the notes of the ticket (on a very regular basis), and doing generally anything they can to get the customer off the phone -which always results in transfering to Tier2.
Now they're starting to send customers up to Tier2 without any ticket so I or my managers can't track them down. :frown:
I'm sick of it. There are NO consequences for Tier1 not doing their job, but I get FIRED if I don't do mine.
Anyone got a technical job opening for someone with no official certs?
[/rant]
nik
@home was a parent company for sh|tloads of smaller companies to provide high speed internet access via cable modem to customers in their home. When @Home had control over those companies, or markets, @Home had regulations -requirements of those markets before the markets would be accepted into @Home as an official @Home provider.
One of these is dialup access. @home required certain companies (the bigger ones) to have dialup access available for their customers if their cable internet connection was down for whatever reason. Kind of like a backup. It would also be used for roaming access for people who went away on business.
@Home joined with Excite and made some seriously poor mistakes and went under, almost taking Excite down with them, as we all know. As of December 1st, 2001, AT&T split off of @Home by not renewing their contract with @Home and having their own network ready to be switched over at midnight of the contract expiration. At the time, AT&T was no longer required to have certain things by @Home since they provided their own network and had nothing to do with @Home, obviously. One of the things that went away was dialup access. AT&T has Worldnet... why would they want to provide dialup access?? That's just dumb.
Anyway, there's a dialup server available, but only for testing purposes in certain markets and wasn't supposed to be given out to more than 600 people. Well, AT&T told all their techs this. How many techs does AT&T have? More than 600. Techs started giving this out like freaking crazy when they got it, so AT&T locked it down and removed our ability to give it out. The server still exists, but it's for testing purposes since the dialup access that ATTBI is working on is still in the first of four stages.
What happens then? Tier1, instead of setting customers up with dialup access, now pass customers asking for it (which is every freaking day) to Tier2 because the customers always get all pissy and bitch about how much their paying, blah blah blah whine whine whine complain complain complain -and Tier1 doesn't want to deal with it. They pass customers up to Tier2 to fix their AOL problems. And their email problems with hotmail. And their broken blenders. It's getting insane. For the past six months, I've had to tell people "No, I'm sorry, you've been misinformed, unfortunately. ATTBI does not provide any service other than cable internet access from your one cable modem at your house." and then I get ready for a fight. Every time. Every goddamn time.
Does it change? No. And it gets better. Typically, if a Tier1 tech does something stupid in a case, or ticket, I can track them down and send them a tactful note saying what their job is, what they're required to do, where to go for a full explanation of what their job is and how to do it, and a closing that directs them to their manager if they have any questions. Managers are taking ticket numbers of Tier1 agents who are just dicking around or lying in the notes of the ticket (on a very regular basis), and doing generally anything they can to get the customer off the phone -which always results in transfering to Tier2.
Now they're starting to send customers up to Tier2 without any ticket so I or my managers can't track them down. :frown:
I'm sick of it. There are NO consequences for Tier1 not doing their job, but I get FIRED if I don't do mine.
Anyone got a technical job opening for someone with no official certs?
[/rant]
nik
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