Here’s a special “Guest Note” from one the readership, Craig Willson:
Monday evening September 16thCraig is right: the front line people at Island Tel are good. Indeed the techs at Island Tel are good too: I’ve received some of the best customer service ever, period, from Island Tel installers. This leaves me thinking that the company is under-resourced and/or poorly managed.
7:30 pm my dial-up lines goes funky with static and what sounds like wailing banshees in the background. My connection to ISN is dropped.
7:45 pm I check all lines and devices in house — all is in order and line is still not usable. Bless ISN for using USR modems because my USR can at least connect at 12000.
7:50 PM to speak with nice lady at customer service. I call on the bad line so that she will hear the problem. Yep, she gets it. (I have always encountered pleasant and helpful CSR’s)
7:51 PM (we are shouting at each other to speak over the static) — she says she will be right back as she will give me a time that the repair person will come.
7:53 PM She is back and says she can have someone here on THURSDAY! (not possible to give a time)
7:54 PM I explain the importance of having a reliable access for the internet access — and that THURSDAY is far to long.
7:54:30 PM She calmly explains that I am not deemed urgent as we can still hear each other. Yup, that is what she said. (Remember, we are shouting to speak over the static.)
7:55 PM Thank you I reply — gently hanging up the phone in wonder.
Now walking around the house staring at the ceiling wondering when someone will figure out a way to do something about these incompetent morons. Do they actually think that going from Monday to sometime Thursday is acceptable? Jeeze, this is 2002 I think. For what it is worth, the last time this happened the telcoheads were at my home 9 times before I called Fred Morash personally.