An AT&T Tech Support Gripe

I recently spent 12 days getting my DSL service upgraded to a higher speed.
I achieved this after going through seven front-line Customer Service Representatives
and one tech manager.
Each tech, though audibly polite and correctly personable as per script
could not tell me why my DSL, though duly provisioned for faster speed
(because their computers told them so), did not function at the advertised higher speed.

I did my own research ("Google is your friend") and
discovered a not-uncommon reason for this issue -
the provisioning of the speed increase is a two-step process:
first, switch the account in the server (either a Shasta or a Redback server) to the designated higher speed, and
secondly, change the user profile script (in my case, in the Redback server).
The profile script change step not getting done is reportedly the most common reason for an incomplete provisioning.
Not one of the front line CSRs had a clue about this speed issue, nor what a Redback server or user profile script was.
All they did was parrot that my account showed as having been provisioned
and that it "should be working".
Sharing my research on the common cause for this issue with them did not sink in.
Almost without fail at this stage, most of these first few CSR folk would ask to place me on hold while they "researched the issue",
my call would be disconnected,
and no promised callback was made.

Okay... I've been a CSR, a tech support person for hardware and software computer support, and even a certified police dispatcher and a computer control room supervisor for a cumulative several years. Not my first rodeo.
I know that 'stuff happens'.
I also know that large companies can be oblivious to good customer service.
I set up a tentative deal for internet service with a rival provider and then placed my last call to my DSL provider's service cancellation queue.
I calmly spelled out my twelve fruitless days experience with their tech support, my own experience as a CSR and tech support person,
and my readiness to dump them for a competitor.
Without hesitation, this last CSR person, got a tech manager on-line with us and introduced me and the service issue.
The tech manager actually listened, (which is 90% of good customer service).
He accepted that I would not further repeat basic troubleshooting steps, and
that my home hardware and connections were clean, tight, and reliable.
He had to place me on hold a few times while he tested my service and researched my issue.
He finally came back on line and announced with a slight "Well! I'll be!" pleased tone in his voice that he'd identified and corrected the problem and that it was "just what you'd said it was", the user profile script.
I ran a standard on-line speed test and the speed change was in the ballpark, "like magic".

I'm disappointed that AT&T has not apparently seen fit to instruct the front-line CSRs
to be alert to this not-uncommon scenario and
to actually take ownership of customer support issues.
First impressions ARE important.
The company exists because of the customer, not the other way around.
We have options and we can remind these companies of that fact.
Once you have their attention, they'll usually listen.

I made a point to complement the tech manager's listening skills, clear patience, professional manner,
and persistence is resolving this issue and retaining a customer's account.
AT&T could use folks on their front line with this tech manager's attitude and initiative.

AT&T, please pay attention.