North American Network Operators Group

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RE: AT&T Broadband

  • From: Rowland, Alan D
  • Date: Thu Dec 20 21:37:48 2001

That assumes that every time someone with clue calls it's about a 
'tier three' issue. There is no perfect solution other than patience,
and building a good 'outside channels' contact list :)

Just my 2
Alan Rowland

"no warranty expressed or implied, use at 
your own risk, may be terminated at any 
time without notice"

-----Original Message-----
From: John A. Tamplin [mailto:[email protected]]
Sent: Thursday, December 20, 2001 6:10 PM
To: Simon Higgs
Cc: [email protected]
Subject: RE: AT&T Broadband

On Thu, 20 Dec 2001, Simon Higgs wrote:

<snip rant>

I understand your point, but for every person who calls and who truly 
does know what they are talking about there are probably 3 or 4 who just 
think they do.  You don't want to pay big bucks for top technical people 
to answer the front-line calls, and those people hate when something gets 
passed to them anyway.  So you have minimally capable people answering 
the phone who are told not to transfer the call to the next level until 
they check all the idiot things that could be wrong (which probably gets 
a large percentage of their calls).

It would be nice however, if after one call when you prove that you do 
know what you are talking about you get a different number to call which 
bypasses the "is your computer plugged in" people.

John A. Tamplin					[email protected]
770/436-5387 HOME				4116 Manson Ave
770/431-9459 FAX		 		Smyrna, GA  30082-3723