🚀 go-pugleaf

I'm very sorry to read about the problems you've had. I did a bit of
research before getting DSL. I talked to people I knew who had taken the
local Telco service and read through this Newsgroup as well as reading a
lot of evaluations at www.dslreports.com. before making a decision

It seems to me that the problems fall mostly into 2 areas:

1. Telco/state of the wiring in the area
2. Installation service (Covad, Northpoint....etc), state of the internal
wiring at the residence/business AND the quality of the technicians.

You as the ultimate customer should be shielded from all the crap that goes on.
Your ISP (Speakeasy?) should champion your cause by escalating your
situation with Covad. It's Covad's job to liase with the Telco, and if
there are problems Covad should get them resolved. Your ISP has
subcontracted the installation of, and provision thereafter, of your DSL
service. Covad install their DSLAM's in the local Telco's CO's. They are
in contact with Telco staff every day, and they should know who to talk to
about getting a problem fixed. I know the Telco's bitterly resent the
arrival of DSL competition. These guys still think like the old,
pre-breakup AT&T (We don't care because we don't have to, we're TPC). As
far as they are concerned these guys are trespassing because *they* own
the 'final mile'. Trouble is, despite all their litigation and 'dirty
tricks' the regulatory authorities do not share their views of the world.
If Covad do their job, you should get your service.

If I were in your position I would certainly write/email the CEO of
Speakeasy a short synopsis of your problem (just the facts, strip out the
emotion and get somebody who isn't aware of the situation to proof read
your letter)and also copy your State PUC. If this person realizes that you
will not go quietly into the night and that you will share your
unhappiness with whoever appropriate, I do believe you will get results.
You have to make it abundantly clear that the pain of doing nothing will
vastly outweigh the pain of getting the situation resolved. In fact I'd
also email Walt Mossberg at The Wall Street Journal. He is very
influential and the progress of broadband is bound to be an important
issue for him. 
 
Good luck, and remember it's not your fault, it's that others cannot be
bothered to do the job that they are paid for.

Regards

Pajoh

In article <Lcms4.3579$qf4.9690@news1.mco>, "Ian Storrs"
<storrs@bellsouth.net> wrote:

> Below is the final e-mail concerning my order for DSL from COVAD and
> SPEAKEASY. These two companies failed to get the line working in 4 months.
> Indeed it seems that all they are capable of doing is opening and closing
> trouble tickets in an effort to stall the end users. They openly lie to
> customers about resolution dates for technical issues. In short they are
> unprofessional and border on fraudulent.
> 
> Open letter to COVAD, SPEAKEASY and their potential customers (victims).
> 
> "Covad came to my house for the 3rd time, only to confirm that the line
> still does not
> work, which should have been obvious from my almost continuous calls to TAC.
> It soon became evident that NOTHING had been done to resolve this issue,
> despite assurances by e-mail, phone and in TAC updates. This was a total
> waste of my time, as were all previous visits. This level of service is
> totally unacceptable. This order is cancelled, and the Covad technician had
> possession of the router when he left. All good faith has been exhausted.
> 
> 
> Furthermore, I am billing Speakeasy and Covad for 7 hours of wasted time on
> this order at $75 per hour totalling $575. Let me make it clear to both
> companies that I am so upset by the way I have been treated that I will take
> full advantage of the legal system to secure this compensation.
> 
> 
> Finally I would like to make it clear to both companies that their current
> methods for installation and support are totally inadequate. As I have
> spoken and emailed with at least 20 different agents of these two companies
> it has become evident that NO ONE seems to have control over how orders are
> handled, there is no internal communication between or within these
> companies, and customers are treated with absolute disregard. This is by far
> the worst end user experience I have had in any commercial transaction.
> Please have the decency to forward this complaint to you quality control
> departments, if such a thing exists.
> 
> Regards,
> Ian Storrs
> "
-- 
Do I dare disturb the universe, 
for in a minute comes 
decisions and revisions, 
that a minute will reverse.