[VoiceOps] Contact for Adtran Tier 2 or sales rep.

[Matt Yaklin]

I guess I am the opposite then. I call in a ticket, lets say
at 11AM EST, and I am almost guaranteed a call right as I am putting
the first bite of dinner in my mouth at 6-7 PM.

Like clock work. Every single time. Go figure.

What does bother me now days are these secret back doors their
tech support has in their gear to get to the real debugging output.
You could be dealing with a problem in a TA3000 OC3 ATM card and
you will never see a single thing wrong except your customers
complaining something is wrong.

Call in a support ticket and force them to review everything
results in them using a challenge type password to get into the
secret area to see parity errors taking place on the card.

At least their warranty is solid. Seems like the MX3112 gear requires
it every few months around here.

I agree with the regional SE. Jim is top notch for us. Normally a
jack of all trades and knows who to call.

matt

On Wed, 15 Aug 2012, Frank Bulk wrote:

> My experience with ADTRAN's telephone support was very poor -- they don't
> guarantee any kind of estimate to call back time.  Depending on their
> backlog, it could be days.
>
> The solution was to find the SE for the ADTRAN territory I'm in.
>
> Frank
>
> -----Original Message-----
> From: voiceops-bounces at voiceops.org [mailto:voiceops-bounces at voiceops.org]
> On Behalf Of Owen Roth
> Sent: Wednesday, August 15, 2012 7:31 PM
> To: voiceops at voiceops.org
> Subject: [VoiceOps] Contact for Adtran Tier 2 or sales rep.
>
> Oddly, I'm having a hard time getting a call back from Adtran support
> regarding a Tier 2 issue or my sales rep, if he or she exists.
>
> If anyone has a contact that they could supply me off-line, I'd appreciate
> it.
>
> Best,
> ------------
> Owen Roth
> Snr Network Engineer
> Impulse Advanced Communications
> owen at impulse.net
> 805-884-6332
>
>
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