SBC yahoo DSL - customer service problems - struggling to convert Pacbel DSL accounts to SBC Yahoo

Complaints.com received the following consumer message on December 25, 2002:

From:

RE: SBC yahoo DSL - customer service problems - struggling to convert Pacbel DSL accounts to SBC Yahoo

If you really want to make your service more "user friendly", please just do the right thing and restore the morrisaa subaccount to the primary account Email User, unless you have people queueing up to take the username Email User If you need to escalate to your management, please do so and call us at 650-424-8849 if they wish to discuss it. In the past as a pacbell customer we could delete and remake subaccounts. The new sbc-yahoo page for adding and deleting subaccounts looks very similar to pacbell's old one, AND HAS NO WARNING ABOUT THE IRREVOCABILITY OF DELETIONS!!!! It's only way down at the bottom of the FAQ (which doesn't even have a link from the subaccount page!) that users are told that oh, by the way, you can never ever ever ever remake a subaccount with the same name. We have been struggling with converting our pacbell dsl accounts to sbc-yahoo and are REALLY SICK of all the problems. Not a single step along the way has worked. First the software refused to install, complaining about our hardware being too slow. The software documentation is nonexistent.

There were no instructions for coping with a failure to install (we finally worked around, without help from sbc technicians). Second, we were not originally told we would have to re-register our account.

We found this out by accident. Third, we had an outage of several days past our provisioning due date. The help desk didn't have a clue about what was wrong, claiming that provisioning was simply incomplete and that therefore we couldn't get escalation to the troubleshooting technicians.

But it turned out that there was indeed a configuration problem on SBC's end after all. Finally, SBC won't automatically credit us for downtime due to its error -- we have to call sales and beg for a credit. Please just do the right thing and restore the morrisaa subaccount to the Email User account. Dr. Constance Stillinger

Email User