Based on prior experience with them, when they tell you they have escalated it, often they have not, if you do not demand to wait on the phone to >speak with someone who can address your issue, getting a callback pretty much will never happen.
I agree with this 100%. They are anxious to tell you they will call you right back, but never do. You cannot let them try that if you want to get anything accomplished. I got lucky. A backline engineer was reading my message on the outages list with his iPhone and accidently hit reply. Once he was outed, he was tremendously helpful and got us fixed within 30 minutes. He agreed that their support system was abysmal. He claimed that senior management was aware of the issues and were working to redo the entire support system, but who knows. We are already looking at other providers. -----Original Message----- From: Peter Serwe [mailto:peter.serwe@gmail.com] Sent: Friday, November 21, 2008 4:01 PM To: Matthew Huff Cc: nanog@nanog.org Subject: Re: NANOG Digest, Vol 10, Issue 71
Message: 1 Date: Thu, 20 Nov 2008 09:32:45 -0500 From: Matthew Huff <mhuff@ox.com> Subject: RE: Level 3 OC-12 cut in SanFran/Hayw To: Brandon Shiers <brandon.shiers@wyoming.com> Cc: "nanog@nanog.org" <nanog@nanog.org> Message-ID: <483E6B0272B0284BA86D7596C40D29F91432284A86@PUR-EXCH07.ox.com> Content-Type: text/plain; charset="us-ascii"
Keep waiting. I've been yet unsuccessful on getting a call back from anyone. They keep saying the same thing "it's part of a oc12 issue, field techs have been dispatch, please wait, no etr". Since that's now over 12 hours, I don't find it acceptable (not the down part, if it's part of a large cut, outage etc, I understand that), but rather their lack of information. I've escalated it to a "level 4 escalation" and they promised a callback within 15 minutes (which was 30 minutes ago).
By any chance, were you originally a Broadwing customer? I have a feeling that the oc-12 that was disconnected was a mistake in their db caused by the acquisition, and since they may have lost the original info, they may have no choice but to re-engineer the circuits.
-----Original Message----- From: Brandon Shiers [mailto:brandon.shiers@wyoming.com] Sent: Thursday, November 20, 2008 9:06 AM To: Matthew Huff; 'NANOG list' Subject: RE: Level 3 OC-12 cut in SanFran/Hayw
I can tell you I have a DS3 here in Wyoming down because of this outage as well. 14 hours now it's been out and we haven't received anything from L3 unless I call and beat it out of them. I am waiting on a CB from a supervisor right now.
-----Original Message----- From: nanog-bounces@nanog.org [mailto:nanog-bounces@nanog.org] On Behalf Of Matthew Huff Sent: Wednesday, November 19, 2008 10:45 PM To: NANOG list Subject: Level 3 OC-12 cut in SanFran/Hayw
We lost a DS3 out of our downtown SF office around 4 hours ago. The Level 3 master ticket for OC-12 outage is #3020259 and is out of Hayworth. Anyone know anything more about this? Getting any info out of level 3 let alone an ETR has been challenging.
Level 3's customer service in general, and trouble resolution is the worst I have ever experienced in the industry. On several occasions, I have had to call them repeatedly (on average 6 times) to get any meaningful response at all. Even then, it has taken weeks to resolve very simple issues. Were I to be making the choice, I would never do business with Level 3 because of it. I also have it directly from Level 3 field engineers that they experience the exact same loss of productivity and level of frustration working with their own organization, and have no direct access to the backline support organization. As long as I don't have any problems I need to call them for, they are reasonably decent otherwise. One additional note: Based on prior experience with them, when they tell you they have escalated it, often they have not, if you do not demand to wait on the phone to speak with someone who can address your issue, getting a callback pretty much will never happen. Peter -- ピーター