I think I've figured out how SBC DSL help works. It's been really nice to be able to get through to a real person after navigating their menus without any wait, but every time I've called, I've been placed on hold for an insane amount of time with some odd excuses: "My computer isn't working, let me try this on the other end of the office," "Our trouble ticket system is down, let me pass this information on to my supervisor," and, "Let me transfer you to another department." So after getting right through to a person who should be there to help me, I've been put on hold for a long time. I figure, during that time, they just answer the phones and put other people on hold. This way, they can get good feedback because they answered the phones right away - you just were put on hold after giving them your information (phone & name). Yesterday, I was put on hold for over 30 minutes before hanging up because I had to go to class and just before that, I was put on hold to be transferred to a supervisor and I got "disconnected."

Needless to say, I'm still on dial-up, still chugging along with no speed and still waiting 1/2 hour+ to download my e-mail in the morning...after work today, I'll be calling them up again because last night when I called, I just missed SBC's maintenance department - they close at 10:00pm, I called at 10:10. But at least when I called last night, I got someone competent on the phone. I wasn't on hold for more than 2 minutes and she actually seemed to know what to do. One in eight competent workers isn't all that bad - is it?

URL: SBC Yahoo! Help - Home