Date: Thu, 27 Oct 2011 05:40:31 -0400
From: Chris Garriss
Subject: Embarq – Centurylink
First level support for 99% of IT related issues at almost all vendors is by people that either have no clue or have forcefully been instructed to follow the script, period. If you are a commercial entity with a support contract you almost always have a separate access for support. In truth about 90% of calls can be handled by these guys – they follow a script, based on responses it branches & they end with “help” info in a database. Quite frustrating in some situations. If you have a more complex problem or if in a relatively short period of time all you are getting is frustrated and “nowhere” there is usually an “out”. Ask to be transferred to 2nd level support – sometimes you may need to get a supervisor on the line to get transferred. PLEASE don’t start by pushing for upper tier support immediately – in the long run you will not only hurt yourself but the entire customer base.
Often 1st level support has been outsourced, but upper tiers are in the US.
Conversation is easier. Quite often upper level support will give you a direct dial number if you are either IT professional or seem to be tech literate – and reasonable. Hang on to it, use it only for non-simple issues. Frustrating as it can be, use the “robots” for simple things, at least as a starting point.
If you are an IT professional, or really tech savvy, the robots are Extremely frustrating.
Using the above has generally served me well, personally & professionally, especially with Earthlink and Embarq / Centurylink.
Chris Garriss
CISA (Certified Information Systems Auditor)
CPA
(The previous is not professional advice, and is does not encompass either professional opinion or legal guidance. The information is offered solely as a personal opinion and cannot be relied upon for professional or legal matters)