RE: (ASCEND) Who should I talk to?

[Charley Webb <charley@esslink.com>]

  I hate to say this, but considering Lucent's history, the max unit just 
became the most useless trash around.  The only thing Lucent want's to see 
is a hefty bottom line, and for us 'small' company's, well we will just 
vanish sometime soon, at least that's lucent's opinion. If anyone has a 
solution for a decent dial-up server, please let me know. As long as the 
company who makes it doesn't start charging through the roof  for warranty 
or repair. I was impressed to talk with Lucent about a 6000 server that the 
power supply went bad on, because it was over 90 days old, and I didn't 
have a warranty contract with them, Lucent would not do anything for me. 
What I cant believe is that when you spend that kind of money on hardware, 
90 days is BS. The only I am thinking of, because of my electronics 
background, is attempting to repair it myself..... Just another thing to 
add to the list of what an ISP is expected to do I suppose...



At 09:48 PM 2/17/00 -0800, Daniel J. Vance wrote:
>Geeze Tony,
>
>You really got burned.  I hope someone from Lucent is reading this list.
>
>On another note, I have waited over 3 weeks for a return phone call on tech
>support for one of our Ascend Max 6096s.  I'm wondering if I should start
>using another RAS.
>
>Sincerely,
>Daniel J. Vance
>
>-----Original Message-----
>From: owner-ascend-users@max.bungi.com
>[mailto:owner-ascend-users@max.bungi.com]On Behalf Of Tony Ray
>Sent: Thursday, February 17, 2000 6:27 PM
>To: ascend-users@max.bungi.com
>Subject: (ASCEND) Who should I talk to?
>
>
>If anyone knows who I should talk to at Lucent, you'll have my undying
>thanks.
>
>In December I called TACS because I had a 56K modem card on my TNT
>resetting by itself ever 5-10 days.  TACS gave me a whole list of things
>to do before they would give my an RMA under my service contract.
>
>After reloading the card, waiting, moving the card, waiting, a new
>problem developed.  Ever few days all the ethernet ports would stop
>responding including the one on the controller.  Hard booting the box
>would provide a temporary solution.
>
>By now it is January and I receive shipment on another TNT box (my
>second) so I move the card into the new box to see if it will reset.
>Instead the ethernet ports stopped functioning.  Hm...
>
>Waiting a couple weeks after removing the card altogether, no problem
>shows up in either box.
>
>Now I call Lucent and they tell me the trouble ticket has been closed.
>That was news to me since no one at TACS had called me.  Okay, open
>another ticket I say.  No, can't do, my service contract ran out one
>week ago.  Why hadn't I received a renewal notice I ask.  Because Lucent
>no longer offers that contract.  BUT, they have a new one that cost
>exactly 50% more and offers half the service.
>
>Reluctantly, I give the salesman two credit card numbers and the amount
>to put on each.  He calls me back the next day and says they didn't go
>through - he had put the wrong amounts on the cards, knew it because he
>had the numbers right in front of him and couldn't figure out what to
>do.  I told him to credit back the money he had put on the cards and
>forget the contract.  (Good used TNT parts are cheaper than the contract
>on two TNT boxes anyway so I bought a used TNT full of cards instead -
>works great).
>
>Now, Lucent owes me a replacement 56K modem card on the old contract on
>the ticket they had closed without informing me.
>
>So who do I talk to?
>
>Thanks,
>
>Tony
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