Path: utzoo!utgpu!jarvis.csri.toronto.edu!mailrus!accuvax.nwu.edu!nucsrl!telecom-request From: John Higdon Newsgroups: comp.dcom.telecom Subject: Re: Phone Frustration Message-ID: <2394@accuvax.nwu.edu> Date: 24 Dec 89 05:32:22 GMT Sender: news@accuvax.nwu.edu Reply-To: John Higdon Organization: TELECOM Digest Lines: 55 Approved: Telecom@eecs.nwu.edu X-Submissions-To: telecom@eecs.nwu.edu X-Administrivia-To: telecom-request@eecs.nwu.edu X-Telecom-Digest: Volume 9, Issue 592, message 1 of 8 Patrick Townson, the TELECOM Moderator writes: > In the old days when I reported a condition like this, someone looked > into it and repaired it. Now, when I call Repair Service, I am given a > third degree questioning: Have I tested every phone in my house? Have > I unplugged all but one, tested it, and used a process of elimination? > Can I prove it is a central office problem and not a problem on my > end? Am I aware that if telco comes out to my premises a week from > Tuesday and finds the problem on my end I will receive a hefty bill > for having bothered them? I know how telephones work, and I can't get > through their questioning at times; what about the average consumer? Well, with all of my railings about Pac*Bell, I guess it's time for the equal fairness doctrine. I have experienced none of the above. Yes, the frontline person always asks if I am sure my equipment is OK, but all I have to say to end that thread is tell him/her that I have checked it at the "network demark". That ends that. What follows makes the "old days" look like the dark ages. Within minutes, someone is testing the line (the frontline person performs a continuity test while you're talking to them; you can hear the click and they ask you if you are talking on that line). Within about an hour, a technician calls you back if they need additional information. This person will "talk telephone" with you and does not treat you like an idiot. If you speak over his/her head, you are put on the line with yet another, higher level, person. If the trouble cannot be located in the CO, they will dispatch. And it isn't a week from Tuesday; they are very apologetic if they can't send someone out the very same day (you never wait more than 24 hours, including weekends). Now I'll tell you how they handle businesses. That's when they really haul ass. You phone repair service at 1:00 am and the call-back person (who calls before 2:00 am) will ask (again if the problem requires it) if you can wait until business hours for a dispatch, or you need one *now*. The majority of all service calls are handled same day, usually with an hour or two. What else could you want? I don't know how it is in other RBOCs, but Pacific Bell's Repair Service is first class all the way, and a resounding improvement from the days of Pacific Telephone. This is one area where you can keep the old Bell System. John Higdon | P. O. Box 7648 | +1 408 723 1395 john@bovine.ati.com | San Jose, CA 95150 | M o o ! [Moderator's Note: The only people in Chicago who get a premise visit *now* (within an hour or less of their call) are subscribers with emergency requirements such as police/fire departments; hospitals, etc. I'll grant you 24 hour turnaround is pretty common. Work in the CO is usually done within an hour or two, even at night provided the office is attended all night. Otherwise its the next day in the CO. PT]