WIDESPREAD INCOMPETENCE AT BELL ATLANTIC

Friday, June 9, 2000
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It would seem that in every category of service BA offers, there are a
whole lot of unhappy customers. With the possible exception of
voice-only service, BA has littered the Internet with consumer
horror stories.
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Let's take DSL for example... You need only spend a little time
in COMP.DCOM.XDSL to learn that this is a service that BA is just
not in a position to support and should probably not be offering at all.
Network availability is abysmal (less than 50% for some people); as
evidenced by last weeks' outage, where major parts of the mid-Atlantic and
northeast were without DSL service for 72 hours and longer. 
Multiple subscribers report calling into tech support, only to
be told that there were no reported problems with the network. 
Could anything be more frustrating?
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It also appears that BA is not at all committed to staffing their
tech support and customer service lines with properly trained, 
articulate, informed and technically capable individuals. 
It's as though these people were simply grabbed off the street and
required to man the helpdesk phones - like conscripts into some
rag-tag militia.
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Perhaps the US Government should take a look at Bell Atlantic in
much the same way it's currently looking at Microsoft, with a similar
remedy in mind. 
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