Ascend Archive
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Re: (ASCEND) Re: Ascend 900-number
At 02:25 AM 10/31/97 +0000, James Fischer wrote:
> Scott R. Chrestman wrote:
>
>>>Tried calling Ascend Tech. Support on this yesterday, and to my amazement,
>>>I was directed to a 1-900 number.
>
> Kevin Smith explained:
>
>>Actually, the 800 number now *offers* an alternative way to get priority
>>service when you DO NOT have an Advantage Services contract (the 900
number).
>>You can still use the 800 number for free access to support, and contract
>>access.
>
> I can see how Scott got the wrong impression.
> I recently called tech support myself, and briefly had
> the same thought.
OK, I figured I'd give it a try myself and see what my wife thought. She
wondered
what the confusion is all about....?
> Where there were two choices that were clearly "post-sales
> tech support", the ACD prompts now give the impression that
> 900-number support is the ONLY option if one does not have
> an Ascend Advantage contract, since the other choice sounds
> like "customer service", meaning logistical issues and
> paperwork questions, rather than bits, bytes, and DS-3s.
Customer service is the right term since it is the department that will
handle all other issues - RMAs, trouble tickets, general questions - of
a post-sales nature.
The 900-number gives an alternative path to bypass the call-directors, and
the longer wait-times on the 800 number.
> (Has anyone else noticed that the female voice that comes on
> when one is on hold for tech support seems to be barely able
> to keep from laughing when she offers the option of leaving
> a message for a callback, or am I just imagining things?)
We asked her to re-record a couple of them. Let me know if you still think
she's "too happy" (I'll break the news to her about todays Stock price ;)
Kevin
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