Thoughts 04 Aug 2007 11:44 am
Embarq
At a friends place of work they have a T1 that is supposed to be down for no more than 4 hours absolute max.
They are in a new building in an older neighborhood, so the 3m and switch are old.
Regardless of who they buy service from, Embarq is supposed to maintain the connection, but they have so few properly trained techs that the new construction in the area has created chaos in the phone system.
There is no dial tone on a T1 so every new person who goes into the switch seems to try to use it for the latest new install.
And God forbid that you should see the same people twice on any trouble ticket, much less that they should label the lines.
The trouble tickets are invariably wrong, and only a couple of people have the keys to the switch.
Embarq outsources everything they can, so they don’t have to worry about social security, unemployment or benefits.
This leads to their people trying to blame the customer and a lot of band aids.
Now they are trying to re-punch the connections in the building, when they’ve been told where the trace from the outside ends. –Back in their switch.
I know good help is hard to find, but when you’re used to your own people creating most of your problems, by playing beat the clock, how are you supposed to know what’s broken.
If you have a set amount of time to fix things, and something requires more time to be made right, but you get written up, or lectured, if you take the time, how long would it be before you just gave up and did it their way?
All together now.. M-I-C.. K-E-Y.. M-O-U-S-E