SBC / Yahoo DSL - modem failed - must wait 5-7 business days for replacement modem - but originally told by sales rep for SBC that faulty equipment would be replaced the next business day

Complaints.com received the following on March 29, 2003:

From: Shad Cloud [Email User]

RE: SBC / Yahoo DSL - modem failed - must wait 5-7 business days for replacement modem - but originally told by sales rep for SBC that faulty equipment would be replaced the next business day

When I had my home phone service turned on, I was convinced by the sales rep for SBC to get the

SBC/Yahoo DSL. I work from home and access to the internet is very important. From previous experience

with another carrier in the past, I asked the SBC rep about the length of time it would take for SBC/Yahoo

to replace faulty equipment should a situation arise. He told me that they can get any equipment replacement

to the customer the next business day. On Thursday, the modem for the DSL went out. I called SBC/Yahoo and went through trouble shooting with a

tech. It was determined that the DSL modem would need to be replaced. You can imagine my reaction when I was told 5-7 business days. I explained my situation to the tech and he said it was out of his hands and that

I could contact the customer service dept with any complaint. I called them, after being transferred

around 7 times I finally talked to a real person.

They told me there was nothing they could do about it and that I was misinformed. I asked for the person at

SBC/Yahoo who oversees the DSL area of the company. Know one knew the name of this person. I spoke to a

couple of supervisors who basically gave me the same run around. It came to "Sorry you were misinformed but

we will not do anything different for you and you will have to wait the 5 to 7 business days." So here I sit,

using my VERY SLOW dial up backup that does not work very well with my work programs.

I will be getting rid of SBC/Yahoo DSL as soon as I can find a reputable carrier in the Chicago market. My comments have been forwarded to the Illinois Attorney General and I want to encourage anyone else with SBC issues to do the same. They are in the middle fighting to keep their Illinois monopoly right now and I will do everything I can to assist in that not happening.