Path: utzoo!telecom-request Date: Wed, 15 May 91 01:01:39 -0700 From: Steve Forrette Newsgroups: comp.dcom.telecom Subject: Just How Stupid Can Repair Service Be? Message-ID: Organization: TELECOM Digest Sender: Telecom@eecs.nwu.edu Approved: Telecom@eecs.nwu.edu X-Submissions-To: telecom@eecs.nwu.edu X-Administrivia-To: telecom-request@eecs.nwu.edu X-Telecom-Digest: Volume 11, Issue 372, Message 3 of 8 Lines: 71 Each time I deal with Pacific Bell repair service, I think I've reached a new low. Yet they always manage to outdo themselves next time. The following story will surely amuse you: I ordered collect and third-number billing blocking on my numbers, in order to prevent getting the bill for fraudulent calls (I always use my calling card). Not wanting to take the Business Office's word that it's working, I decided to place a test call to make sure that it would be denied. To test third number billing, I tried to call 408 directory assistance from 415-841. So, I picked up the phone, dialed 0 408 555 1212, and waited for the "ka-bong." (415 and 408 are in the same LATA, so this should be a Pacific Bell call). Much to my surprise, the first thing I heard was "This is 421. What city please?" Thinking I must have misdialed, I tried it again, getting the same result. I was using 0+ dialing and the call was going through as if I had used 1+. Something was obviously misprogrammed in my CO, so I called Repair Service at 611. I explained my problem, and was told that they didn't handle this sort of problem. "We have nothing to do with calling card calls - call your operator" I tried to clarify the problem, but the person was insistant. "We have nothing to do with the dialing of numbers." Can you believe that? This gets my nomination for the quote of the week. So, I called the operator, explained the problem, and was referred to Repair Service. I told the operator what I had been told by Repair, and the response was "They always say that." It was suggested that perhaps 415 and 408 DA was consolidated, and that this may be causing the problem. So, I called 411, and asked for a San Jose number. "San Jose is in 408" was the response. So, no consolidation. So, back to Repair. The same lady was very angry with me for daring to call again: Me> (explanation) Repair> "I already told you, we don't deal with that!" Me> "I called the Operator as you instructed, and was referred back to you" Repair> "We don't deal with that sort of problem. Operators handle calling card calls" Me> "But I never get the Operator because of the problem I'm trying to report." Repair> "Why don't you just dial 411?" Me> "Because I'm trying to call long distance Directory Assistance, in the 408 area code" Repair> "Did you dial 0 then a 1?" Me> "Why would I do that?" Repair> "0 for calling card, then 1 because it's long distance." Me> "I've never heard of that form of dialing before." Repair> (rude mode on) "I was just giving a suggestion. If you don't want them, I won't offer any more." Me> *sigh* "Is this the right place to report this sort of problem?" Repair> "We don't handle problems with your telephone, only in your phone line." Me> "It's neither - it's in the Central Office switch. Who handles those problems?" Repair> "We do. I'll take the report, and someone will look into it." Me> "Will someone call me back?" Repair> "Tomorrow, between 8am and 3pm" We'll see what happens then. Can you believe this? The person at Repair doesn't even know how to dial a calling card call! I would be willing to bet money that this problem goes unresolved for a long time. But I will be persistant. Steve Forrette, forrette@cory.berkeley.edu