[110204] in North American Network Operators' Group
Re: What to do when your ISP off-shores tech support
daemon@ATHENA.MIT.EDU (Matthew Black)
Sun Dec 28 13:49:51 2008
From: "Matthew Black" <black@csulb.edu>
To: Martin List-Petersen <martin@airwire.ie>,nanog@nanog.org
Date: Sun, 28 Dec 2008 10:47:45 -0800
In-Reply-To: <4956172E.1070706@airwire.ie>
Reply-To: Matthew Black <black@csulb.edu>
Errors-To: nanog-bounces@nanog.org
On Sat, 27 Dec 2008 11:53:18 +0000
Martin List-Petersen <martin@airwire.ie> wrote:
>
> The problem is, and this was stated by the original poster, that the
> lads off-shore he deals with have no clue and simply stick to the
> script. No intention of looking what the real problem is. And that
> problem lies not in the call center. It is the deal, that $TELCO struck
> with $CALLCENTER and the procedures, that were put in place, that are
> the problem.
>
> Only solution: find a provider, who's support (off-shore or not) does
> have a clue, has an escalation process and is willing to find a solution.
How does one find such a provider? I'm unaware of any company
that lets potential customers test drive their $SERVICE call center
before purchase. Even if one did, how is a potential customer
supposed to evaluate the competence of said call center when
customer has no clue as to what problems may arise 5 years after
purchase of provider's service, whether said test drive provided
an accurate and appropriate solution, and whether said call center
quality will exist 5 years after purchase of the service.
matthew black
long beach, ca
