My on-going dialogue with Aliant

I am going to cut and paste my on-going discussion with Bell Aliant here – please rest assured that I am cutting and pasting this so the spelling and grammar mistakes are not my transcription errors.

Last night Jeff noticed our phone line was dead. I found a place on Aliant’s website where I could report the problem online. I filled out the form and got this response:

Hello!

Thank you for contacting Aliant Trouble Resolution.

Please try the following:

1. Unplug all telephone sets from all of the telephone jacks
throughout the home.

2. Aside from telephones, also unplug all Internet modems [dial and
HSI], fax machines, high-speed microfilters or any other phone
devices.

3. All phones and phone-devices must be left unplugged for 3 to 4
minutes.

4. After waiting 3 to 4 minutes, each phone must be plugged back in
one at a time. For testing purposes, plug the phone directly in the
jack [not through a micro-filter or fax machine, as the micro-filter
or fax machine may be causing the issue].

5. After each set is plugged in, check to see if the issue still
exists.

If the trouble persists, please reply and we will set up an
appointment for a technician to visit and fix the trouble.

If you have any other requests or inquiries, please do not hesitate
to contact us again via email or by phone at 1-800-773-2121.

Thank you for choosing Aliant. We appreciate your business.

Luc
Aliant Trouble Resolution
E-Contact Agent

So we followed their suggestions and the line is still dead. So I responded today at noon (I was home sick from work today).

We still have no phone service – since last evening. Is there a community outage or is this localized?

Lisa & Jeff Schuyler.

Hello Lisa & Jeff,
Thank you for contacting Aliant Trouble Resolution.

An appointment has been booked to send a tech on Friday, Sept 19/08
between the hours of 8AM and 5PM to fix the ongoing issue. If the
selected date doesn’t meet your requirements, please notify us and
we’ll make the proper modifications.

There are potential charges applied if a jack or inside wiring needs
to be replaced or fixed. The installer will advise you before doing
any changes.

If you have any other requests or inquiries, please do not hesitate
to contact us again via email or by phone at 1-800-773-2121.

Thank you for choosing Aliant. We appreciate your business.

Mike

My response:
We will both be at work from 7:30 until 4:30 on Friday and will not be home.

Hello,
Thank you for the quick reply. When would be a better time for you?

Should you have any further questions, or if you require assistance,
please feel free to contact us.

Thank you for choosing Aliant. We appreciate your business.

Have a great day,

Mike

I am home from work today. Tomorrow we are home after 4:30. I don’t know if your technicians only work regular hours or not.

Hello,
Thank you for replying. That is the only availible appointment we
have for Friday. The next Availible appointment would be for Monday,
Sept 22/08.

Should you have any further questions, or if you require assistance,
please feel free to contact us.

Thank you for choosing Aliant. We appreciate your business.

Have a great day,

Mike

Can you specify a specific time rather than the entire day??

Hello!

Thank you for contacting Aliant Trouble Resolution.

Can you provide us with your phone number, i’ll have a look if we
specify a visit.

If you have any other requests or inquiries, please do not hesitate
to contact us again via email or by phone at 1-800-773-2121.

Thank you for choosing Aliant. We appreciate your business.

Luc

Our home line that isn’t working is 902-783-28xx
You can reach us by cell at 902-968-06xx.
Even if we had 30 minutes notice before the technician was due to arrive, one of us could arrange to leave work to meet him/her.

Hello,
Thanks for replying. Unfortunately this is the only time we have
availible for a technician to visit. Is there any way to arrange for
someone to bet there?
Should you have any further questions, or if you require assistance,
please feel free to contact us.

Thank you for choosing Aliant. We appreciate your business.

Have a great day,

Mike

As I just said, there is a way to arrange someone to be here if we could have 30 minutes notice when you will arrive, rather than telling me anytime between 8 and 5.
Call me at 902-968-06xx with 30 minutes notice and I’ll leave work tomorrow during the day.

Lisa

Hello!

Thank you for contacting Aliant Trouble Resolution.

I have updated the information in our ticketing system to advise to
call 30 minutes in advance.

If you have any other requests or inquiries, please do not hesitate
to contact us again via email or by phone at 1-800-773-2121.

Thank you for choosing Aliant. We appreciate your business.

Have a great day!

Luc

As of 10pm this evening, our phone line is back in service! Yahoo!