08/12/1999 – Im sick of this Crap!!!!!!!!!!!!Read Now!!!!!!!!!!!!!!!!!!!
Well, I’m pretty much up against
a wall now. I called Melanie and asked how I could get in contact with the NOC. She told
me to call Matt or Jeff in Madison. I told her that Matt told me that the NOC was in
California. She then told me that I couldn’t get a hold of them and that Matt would
be the person to get in contact with the NOC. If we go back to yesterdays entry we see
that Matt needs to go through 2 or 3 levels before he can talk to the NOC and that
doesn’t always happen. She told me that she would get in contact with Matt and see if
he could get anything going. I explained that my gut feeling is that my issue is in a pile
with a note labeled "close when new T1’s are installed". Since the launch
of my web site I’ve heard of 3 other people in my neighborhood with the same problem.
Hm, is our node broke? It would seem to me that it would be easier for someone in Madison
to determine that. It also seems that no one in the Madison Bresnan office knows how to
work a router, server, node as the only technical thing that has been done in the last 10
days was to have a modem swapped out.
Melanie assured me that someone must be working on it. It wouldn’t have been escalated if no one were working on it. She also explained her lack of technical expertise. This is obvious because she has no idea how a real world technical center deals with trouble tickets.
"Let’s see, we could work on these four guys that are getting low speeds. Looks like the modem has been replaced and the line tests okay. Hmmm, or we could work on this guy who lost his e-mail… Hey John, restore this guys e-mail off back up and give me that issue about the guy running an FTP server, we’ll shut his port down good."
I also had to bring up customer service issues to Melanie as the
technical talk was probably giving her a headache. I brought up the fact that no one has
offered any type of credit and that I had to call for that. No one has given any follow up
calls, or update calls with out me asking them to do so. She said that they were working
on that and that has been a problem. The general manager (probably this David Snodgrass
fellow) has been on vacation, but as soon as he gets back, they are going to handle this
issue ASAP. One thing that troubles me is a GM that takes a vacation one month after the
launch of a brand new service. It’s not like they added three more channels to the
cable line-up, they’ve added an internet service which is 100% different then a cable
service. You’d think that you’d hang around for a bit to make sure your launch
goes okay.
I guess at this point I’m more ranting then anything else, since I can’t get
anywhere with anyone. I’ve been tempted to call back the 888-BRESNAN number just to
see if my ticket is still open and to also make some noise. I doubt it’d do any good
though, I talked to them for the first week and got nowhere.