Re: Has been better but could be worse

Re: Has been better but could be worse
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anon @ 14th Nov 09:06AM:
Re: Has been better but could be worse

Update:
I left the chat session open, but left the building at 5:00 PM. I returned this morning to find that somebody actuall did pick up the chat session. Here's the transcript of the entire session:
Logged in
There are 2 people ahead of you.
There is 1 person ahead of you.
Please wait for the next available representative to help you.
Please wait for the next available representative to help you.
You are next in line.
Travis has joined the chat
Hello
The number you should call is 877-283-3982
Travis has left.
Error: socket closed
Connection closed.

So, it took at least 2.5 hours before somebody picked up, but most likely much longer. Furthermore, the number he gave me was not a number given by any other representatives. I'm calling the number right now (7:29 AM, 11/14/07).
I got right through to a human within a minute. He's starting a trouble ticket for me and I'm being told I will be called back. We'll see. Call ended at 8:04 AM, and I was told it's most likely an ordering issue again because they're showing my client doesn't have any static addresses assigned to them, despite the belief that they'd paid for five when signing up with Cavalier (which I'll try to verify).
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anon @ 14th Nov 10:59AM:
Re: Has been better but could be worse

Update:
I was told I'd be called back by 10:00 AM by Cavalier. I did not get called back, so I called again at 10:19 AM. I got right through to the same person who was working with me earlier this morning. He seems like he's really trying to help and I appreciate that, but it's not looking like he's having much luck dealing with their own internal processes. He put me on hold while attempting to contact the other people who need to be involved to get this resolved. I was on hold for 30 minutes before somebody else picked up and answered that they were with DSL repair. They had to transfer me over to the T1 people, who picked up immediately. I had to explain again what I was looking for and the lady who answered said they should have called me back within two hours of the initial report (which they had recorded as 7:46 AM). She has now escalated the request. I verified they have my cell number in the ticket and she said I should be called back soon. Again, we'll see. So now I'm wondering... just exactly how do people could think this could get much worse? I suppose the people on the phones could be rude, which they haven't been so far. So that must be the silver lining, I suppose.
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anon @ 14th Nov 12:13PM:
Re: Has been better but could be worse

Update:
I received a call back from a T1 engineer at 11:58 AM. When we were talking, she mentioned that she sees one of our T1 circuits is actually down. While we were on the phone, she said there are now two T1 circuits that are actually down. She is going to work on getting these circuits back up and will call me back. It's now at the point where it's comical. It's lucky for my client that I'm not billing for my time wasted with Cavalier, as we'd have just passed the one thousand dollar mark with no forward movement on this issue.
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anon @ 16th Nov 11:31AM:
Re: Has been better but could be worse

Final update:
We never actually got this issue resolved. We've spoken with a technician on-site and a sales representative who both told us to go with a different service provider because there's nothing they can do to get the answers we're all looking for within the company. I will be glad when the client has new service in place from a different ISP. The good news from all of this is we've been told they won't come after my client for breaking out of the contract early.
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