Path: utzoo!attcan!uunet!cs.utexas.edu!sdd.hp.com!usc!apple!bionet!hayes.ims.alaska.edu!accuvax.nwu.edu!nucsrl!telecom-request
From: gould@pilot.njin.net (Brian Jay Gould)
Newsgroups: comp.dcom.telecom
Subject: NJBell Hates Centrex (or Makes Me Hate It)
Message-ID: <14038@accuvax.nwu.edu>
Date: 26 Oct 90 21:47:28 GMT
Sender: news@accuvax.nwu.edu
Organization: NJ InterCampus Network, New Brunswick, N.J.
Lines: 48
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 764, Message 3 of 13


I have been trying to help a non-profit organization cope with the
people at New Jersey Bell who don't give a s--- whether or not the
Centrex service works for them.  It all started when it wasn't
possible to disable call forwarding.  Several calls to NJ Bell over
two weeks resulted in no action from NJ Bell.

I then called on their behalf.  NJ Bell folks told the customer that
the problem HAD to be that they weren't keying the right codes.  I
insisted that the problem had to be in software.  Then after tedious
instructions between NJ Bell and the customer, NJ Bell decided that
the problem was with a faulty installation of lines several weeks
before the problem began.

I called again to suggest that their analysis was cow dip.  They said
they'd look into it.  After working with the customer over the phone
for a few more minutes, NJ Bell suggested that "all of the telephones"
at the customer site must be defective.

They called the customer again about fifteen minutes later and asked
them to try it again.  It worked!  I asked, A software problem?  "NO"
insisted NJ Bell.  The problem must have been with the customer's
wiring but has suddenly corrected itself! (?!)

Now, the same customer needs to reconfigure their services to
something much more sensible. (multi-line phones, and some feature
changes) NJ Bell refuses to give them the time of day.  No one will
call back, and customer service says that they can't help.

After dealing with NJ Bell for about nine years, I have come to
understand that it is their policy to deny that they have any problems
(both technically, and in other matters).  But if someone in the
system can help, please call me at (609) 799-2706 - or send e-mail.  I
know that NJ Bell is too busy to help a 40 line customer, but it is a
public service organization.


Any disclaimers made for me, by me, or about me - may or may not accurately
reflect my failure to be reflecting the opinions of myself or anyone else.

   Brian Jay Gould - Professional Brain-stormer


[Moderator's Note: I had my service changed in numerous ways in the
past couple of days: IBT is still trying to get it working right! I
dropped Starline and subscribed to all the new CLASS features. Maybe I
will write about it in one of the issues over the weekend. Its been a
real riot.  :)  PAT]