[122318] in North American Network Operators' Group
AT&T Mind Boggles...
daemon@ATHENA.MIT.EDU (Mark Tinka)
Thu Feb 11 13:13:30 2010
From: Mark Tinka <mtinka@globaltransit.net>
To: NANOG list <nanog@nanog.org>
Date: Fri, 12 Feb 2010 02:12:18 +0800
Reply-To: mtinka@globaltransit.net
Errors-To: nanog-bounces+nanog.discuss=bloom-picayune.mit.edu@nanog.org
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<not usually my style to whine, but...>
So I send an online request for Wholesale IP Transit to AT&T=20
via their web site, and several days later, I get an e-mail=20
from one of their staff directing me to another link where I=20
should fill up my information (again). Suffice it to say her=20
e-mail to me already included my information, but anyway...
So I hit the link, fill in my data, hit "Submit" and bam!=20
"Page not found".
I send an e-mail back to the lady who asked me to follow=20
that link and ask her for help on how to proceed. She writes=20
back to say, in many words, "Sorry, that link is the only=20
way you can get your query answered. Oh by the way, here's a=20
toll-free number you can call, it's not the actual=20
department, but they should be able to direct you".
Several more e-mails go back and forth arguing why this is=20
such rocket science - meanwhile, I'm thinking, "She is=20
staff, she can put me in touch since it's their web site=20
that's flaky".
The final option I was given was to have a friend in the=20
States help me call AT&T on the toll-free number given. I=20
live outside the States, toll-free numbers don't work for me=20
(yes, they are free on Skype, but that's beside the point).
The whole experience was robotic and efficient; efficient at=20
me thinking, "There goes my business".
AT&T, what gives?
</not usually my style to whine, but...>
Mark.
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