I had a dismal week last week. We missed deadlines because of the headaches with our DSL service interruptions. I couldn't transmit any proofs or files over the internet. The stress level was a solid 8 to a soft 9 on a 10 point scale.
After spending hours on the phone with tech support, first in India followed by Texas, then in Mexico followed by Texas, the problem was identified. We receive regular phone calls from telephone solicitors contracted to AT&T. I have asked repeated that they stop calling, but businesses don't have the same rights as homeowners to be put on a do-not-call list. A few weeks ago the telemarketer offered to upgrade my DSL service from the "professional" package to the "elite" package at no additional charge. I said yes. But, this was one of those "if it sounds too good to be true stories." Apparently your location has to be within 4,000-8,000 feet from the distribution point for the "elite" service speeds to be maintained. We are about 10,000 feet from the distribution point and the line cannot maintain the speed necessary to keep our service active at the level the modem needs to keep us connected. After a great deal of technical discussion above my very basic level of telecommunications comprehension, I was really glad to have the service restored to the "professional" level. There seems to be a HUGE training gap in AT&T's sales operation. The error in placing my service should never have occurred. I hope that by sharing this experience that other SIG members can avoid the problem I experienced. I know that many of you telecommute and are subject to the limitations of your internet connection. When you have a problem with AT&T start a log file an record the names and amount of time your call lasts from the first voicemail prompt try these steps: 1. Identify where the online service technical support is physically located. 2. You will be lead through a series of scripted prompts. Perform the actions only one time. It is not you job to identify their technical issues. 2. If they are at an offshore site firmly ask to be transferred to Texas. You will be transferred to another "supervisor" at the offshore site. 3. Repeat your request to speak to someone in Texas. Continue to request a transfer to Texas until the supervisor complies with your request. I have a log that goes back to 2004. I log the call ticket numbers. The numbers won't mean anything to the Bangalore and Mexico City technical support operators, but they will be helpful when you talk to Texas. Best Wishes, Teresa Trujillo Book Workshop/Mighty Designs 1501 E. Orangethorpe Avenue Suite 130 Fullerton, California 92831 Phone (714) 525-0882 Fax (714) 879-7156 Cell (714) 926-8343 Teresa Trujillo Book Workshop/Mighty Designs 1501 E. Orangethorpe Avenue Suite 130 Fullerton, California 92831 Phone (714) 525-0882 Fax (714) 879-7156 Cell (714) 926-8343 - ______________________________________________ ComponentOne® Doc-To-Help® 2008 delivers streamlined authoring features, including new end-user features, all within the brand new Microsoft Office 2007 style interface. Download your FREE trial! http://www.techcommpros.com/componentone/ Interactive 3D Documentation Parts catalogs, animated instructions, and more. www.i3deverywhere.com _______________________________________________ Technical Communication Professionals Post a message to the list: email [EMAIL PROTECTED] Subscribe, unsubscribe, archives, account options, list info: http://techcommpros.com/mailman/listinfo/tcp_techcommpros.com Subscribe (email): send a blank message to [EMAIL PROTECTED] Unsubscribe (email): send a blank message to [EMAIL PROTECTED] Need help? Contact [EMAIL PROTECTED] Get the TCP whole experience! http://www.techcommpros.com
