I’ve just had a taste of what happens when the faults of our wired/beamed world collide with [I suspect] with modern “cost-effective” [mis]management. After four days without internet service, I was forcibly reminded just how difficult it is to conduct normal business without such links. I couldn’t even tell most people with whom I exchange emails that I couldn’t reply.
More to the point, I was also reminded just how poorly managed a particular massive telecommunications system [CenturyLink] happens to be. Internet service vanished. When I called to find out what had happened, I was informed that there was a local outage and that service would be restored within four hours. That didn’t happen. Nor did it happen by the next morning, as promised. Nor by the next afternoon. Nor by the following morning. Nor by that night. I kept calling and getting updates…and promises… but no internet. But after almost three days I was reassured that most of the outages had been fixed – just not in my smaller area – but promised my area would be restored in another 24 hours.
That didn’t happen, either. What did happen was that CenturyLink’s automated system assured me that there were no network problems. When I persisted, the system informed me that there was a problem, but that no repair ticket had been processed. For twenty-four hours, that same message persisted.
After three days, after getting really angry and obnoxious, if politely so, because politeness wasn’t getting any results, or any information. I discovered that they’d sent a technician out, but he didn’t have the right parts, and there weren’t any in Cedar City. Now Cedar City isn’t Denver or Phoenix, but the area does have a university and over 50,000 people – and CenturyLink doesn’t have parts and haven’t been able to get them for three days? We have an airport where FedEx and UPS land and take off daily. So does Delta Airlines. It’s only a three hour drive to Las Vegas.
The actual humans whom I contacted could only say that repairs should have been completed in no more than 36 hours, and, outside of the one who had told me about the parts issue, the others could offer neither a reason nor an estimate of the time when internet service would be restored.
In the meantime, the automated problem response system continued to declare that there was no network problem, and that there was a local problem for which no repair ticket had been yet processed. Then, finally, after four days, I had internet service.
So because of their lack of parts, a number of us were shut down off the internet for four days. I wonder just how much of an annual bonus the logistics manager got last year. And if I can send packages overnight to almost anywhere, why can’t CenturyLink? Or is it that they don’t have enough parts in stock? Either way, it doesn’t speak all that well for the company management.
And, oh yes, this is the same company that advertises how much safer and more secure their service is compared to wireless communications.