Path: utzoo!utgpu!news-server.csri.toronto.edu!mailrus!accuvax.nwu.edu!nucsrl!telecom-request From: Jim Gottlieb Newsgroups: comp.dcom.telecom Subject: Re: A Happy Sprint Customer Message-ID: <10566@accuvax.nwu.edu> Date: 7 Aug 90 10:10:57 GMT Sender: news@accuvax.nwu.edu Reply-To: Jim Gottlieb Organization: Info Connections, Tokyo, Japan Lines: 39 Approved: Telecom@eecs.nwu.edu X-Submissions-To: telecom@eecs.nwu.edu X-Administrivia-To: telecom-request@eecs.nwu.edu X-Telecom-Digest: Volume 10, Issue 548, Message 10 of 11 In article <10467@accuvax.nwu.edu> John Higdon writes: >But the thrust here is not that Sprint has problems. Everyone has >problems. It's what are they willing to do, down to the individual >level, to solve them? An oft-stated line in my company is: "AT&T is still the only REAL long distance company." We have circuits (both T1 and analog) from AT&T, Sprint, and Telesphere. As John mentioned above, the AT&T's superiority really shines when it comes to needed repairs. The people at AT&T's service department are technically-qualified people who act professionally and work quickly to get the problem at hand repaired. They issue a ticket number, and at any time we can call back and get a status update. This is often not necessary however, as AT&T's people call us and keep us informed. The problem is usually repaired rather quickly. Other carriers' service is a joke. Telesphere's switch personnel go home at 5 p.m., and any after-hours repair requires that the local switchperson be paged and drive in to the office. Sprint is little better. The people you talk to in the service department are no more knowledgable than the customer service reps (they may be the same). They will often tell us, "I'm sorry. That switch is unattended until Monday morning. We won't be able to fix [your T-1] until then." We don't accept answers like that in a 24-hour business like ours, but the fact that they try to get away with it tells a lot. In fact, ever getting to speak with a technically-minded person is near impossible. If your business relies on communications circuits that work, it is worth whatever extra that AT&T charges. I have many complaints about AT&T too, but in this area, they have no equals or even close competitors.