NEED AN INSTALLER! 2

[RightAnswerOnline]

Hi All:
I just don't know where to turn. I just received a new Call Pilot 3 and a Signaling Service w/ Media Card to be installed on my Succession 4 Option 11. The installer that came out did not know how to do the install and neither is working. I can't find anyone that can help me here. Can anyone help!

Carolyn Turner

 

[RightAnswerOnline]

Jneiberger:

I agree totally... In addition to owning my own telcom company, I also hold a law degree and I know that between the contract and other matters, there's no doubt if this went into a court room I would win hands down, however the courts are slow and this is something I needed done yesterday. I talked to my distributor - up to the President and have at least 40 e-mails.. I explained that it was their responsibility to get this installed no matter needs to be done. His response to me what

"I had a tech come out there and he is Nortel Certified - he was unable to do the job - that is the only tech that we have in your area in our database for this install. Having someone come out there from another state is not included in your quote and most of our contractors are not willing to do that. If you want an installer from another state, you would have to research one and contract with them seperately. You can't expect us to make a tech materialize out of nothing. Do you suggest that we pull one out of our a[xx]?"
I of course responded 'yes'. I called Nortel and they said go to my vendor.. I'm just getting the runaround. I explained that the vendor is the problem. They said customers can not talk directly to Nortel, only distributors can. I need to go through a distributor.. None of this makes sense.

 

[jneiberger]

We talk directly to Nortel all the time. Then again, we are fairly squeaky wheels. I'll see what I can do to help.

Can you share the name of the vendor who sold you the equipment? At the very least you should warn everyone not to do business with them.

 

[jneiberger]

Oh, also, which Nortel office did you call? Who did you talk to?

 

[jneiberger]

I would also like to point out that if Nortel really did not offer to get involved after you called them then perhaps that's a sign that you should stop doing business with them, as well.

Nortel really needs to understand that they need to get their act together. The Cisco's of the world (and Avaya, Mitel, etc.) actually understand the words "Customer Service". I'm not sure that Nortel does.

 

[RightAnswerOnline]

The story gets better.. I called Tara at Nortel at their main 8004Nortel #. The Company I went through CTAP is NOT an authorized dealer for Call Pilot. They are a partner for Norstar and some Meridian Equipment, but not Call Pilot. Additionally, she said that she will let the 'team' that deals with the partners know that they sold Grey Market, but they can't really do anything about it and they could not talk to me further. They said I must go through an authorized partner and I could find them on the website. (Which is where I found CTAP),

 

[jneiberger]

Yikes. Okay, do me a favor. Send your contact information (name, company, and phone number) to "jneiberger at gmail.com". I think I know a couple of people at Nortel who can get this straightened out for you.

 

[vztech]

You may want to give Verizon a call.

 

[I2007]

This is a sad, sad story... I'm practicly crying here on behalf of Carolyn. I'm a vendor myself and must admit that sometimes it would have been good to leave the customer behind when I have trouble making things work. But we always stick to it and make it work no matter how long it takes. We are including installation in the sales process so we don't charge by the hour. Sometimes this could be a problem when the customer isn't ready with what he should have been ready with such as the network, locations, power outlets etc. But I'm really angry with the reply she got from her vendor. Really angry. But if there are anything that we temporarily could help you with regarding programming, I'm sure people here will do as good as they can to help you out.

Good Luck

i2007

 

[jneiberger]

The right people at Nortel are now actively trying to solve this problem for Carolyn. Let's keep our fingers crossed and hope that they can get everything working in time for it to go into production.

 

[I2007]

You're the man jneiberger. Now I can sit down for a while and take a beer or two, just relaxing in my own pile of well beeing.

i2007

 

[RightAnswerOnline]

THANK YOU EVERYONE FOR YOUR HELP! JNEIBERGER - you are wonderful! I have never received a call from a Nortel employee that really cared. The Regional VP from Texas contacted me and said that they will get this all worked out somehow. Not only did he give me his office and cell number... He gave me his HOME phone number. I'm still in shock. THANK YOU SO VERY MUCH FOR YOUR HELP! It looks like things are on their way to working out here, and CTAP is on the way to some serious problems with nortel.

If any of you get to Vegas -- Dinner is on me!!

Carolyn

 

[I2007]

I think he's worth a star.......

 

[RightAnswerOnline]

Star has been given.. Wish I could give you more... Take this as a 1,000,000 star post!!!!!!

Carolyn

 

[srmega41]

I have to agree. I can selfishly say he works for me, so HANDS OFF. Funny thing is he is a Cisco guy learning Nortel through a VoIP RFI, sent to several vendors.

He has not been impressed with the process.

Here is hoping all goes well. Please keep us informed as to the outcome.

Scott M.

 

[janchundia]

He made a great job.

Best regards