Tech Notes from the Field

AT&T.  T-1 line issues.
1.  Tests good.
2.  Data slips lead to audio outage and AT&T documents they see an issue.
3.  Dispatch.  Tech tests OK, but states he did not like what he saw.  Claims he will head back to the CO (central office) to test again and may refer it to “engineering design.”
4.  One day later, no phone calls with results or plan of attack.
5.  I call to check.  Trouble ticket is closed.  Open and new ticket called an “informational ticket.”
6.  Return call4 hours later.  Ticket was closed as the line tested good.  No referral to engineering.  No reason for not calling with status.  We are back on the circuit.  So far, so good.

I ask why we were never informed of the status of the circuit.  If it was cleared, why did I have to make the extra effort to find out what happened?  Why would a tech tell me it would most likely be referred to engineering design?  I fell for this as the copper cable to this site is old.  It is worn.  It is susceptible to moisture and temperature changes.  What else should I suspect?

I figure AT&T has a very high volume of calls, so it could let a menial thing as a status update to fall through the cracks.  I also figure that any company which wishes to maintain customer loyalty and professionalism would have procedures to prevent this info loss.

I see this as a growing trend among companies, even within our own.  No follow-through.  No professional courtesy.  The drive to be the best is missing.  Oh, the commercials on T.V. and radio say otherwise, but actions speak loudly.  I am going to personally act and be the best I can be.  How about you?