Worst vendor I deal with, bar non.

[brothersterno.livejournal.com]

I post on the vendor site:
14-MAR-07 13:02:11 - ESCALATION OMS - Intrusive testing times:

Please complete intrusive testing on this circuit between 4:30 to 5:30 PM CDT (that's 1430 to 1530 PDT)

And then, just for good measure, I call the vendor's support line, and after arguing with the nitwit on the phone, and the nitwit's pea-brained manager, they not only won't transfer me to the test department, they manage to fuck up the request.

Wed 14 Mar 2007, 14:27:49 - Update from New Edge Networks:
Update: ISP called to inform us that the TEST WINDOW IS 4:30 - 5:30 PDT.

He wanted to be transferred to the NOC, informed him we cannot transfer him over, let him speak with Sup Stephen.

Next note:

Wed 14 Mar 2007, 15:18:18 - Update from New Edge Networks:

escalation request denied
NEN is awaiting customer call back from customer with test window.

Can someone please explain to me why I should not be totally infuriated that, after spending 20 minutes arguing with their retarded front line techs as to why I should be allowed to talk to their tester, and they assured me that it would be taken care of, they manage to TOTALLY AND COMPLETELY FUCK IT UP.

I left a VM for our sales contact which I hope will cause an "incident".

Comments

[omg-teh-funnay.livejournal.com]

Or tell the customer to move out of the fuckin' boonies so that they din't have to HAVE IDSL...

NEN is occassionally a good CLEC. Not often

[brothersterno.livejournal.com]

This is a t-1 circuit: Anything else I don't give a flying fuck.

The entire state of Iowa is NEN territory, pretty much.

[kgasso.livejournal.com]

Good times. This is exactly why we don't sell NEN products any more.

Although, as of my last experience with their support group, it was still better than Covad. That all went downhill when Covad decided that the their reselling ISPs' technicians should talk to the first-level end-user support group, and made it nearly impossible for tickets to get escalated or even acted upon. I don't take horribly kindly to being told repeatedly by every agent working for them in broken English to "reboot your windows and it all work again sir!" in reference to a subscriber's DSL link that refuses to sync at all.

As much of a pain as Qwest (ugh!), SBC^H^H^HAT&T (double "ugh!"), and Verizon (ultimate bacon "ugh!" with cheese) can be in some situations, I'm glad to work with them than some of the crappy CLECs I have to deal with. :(

[liber-cogito.livejournal.com]

Heh, Covad is hilarious. Whenever I sent someone to covad, I send them armed with a failed ping and a ipconfig /all up on their screen.

[brothersterno.livejournal.com]

Covad is like 1000x better than these guys. I've met the guys who run Covad's outsourced callcenter. I've talked to the same escalation contacts for thrre years. I've got pictures of them standing there with their families! New Edge/Earthlink, you get first level who would seriously have a hard time beating pond scum in customer friendliness, and second level who is simply a gatekeeper, and the NOC or TAC or whoever who gets to apologize profusely for whatever cretinous nonsense the first two put me through.

It's ridiculous.

[violetvixen.livejournal.com]

off topic I love that fucking icon ;)

[jdotmi.livejournal.com]

We ditched them soooooo fast. We're so much happier now.