[110207] in North American Network Operators' Group
Re: What to do when your ISP off-shores tech support
daemon@ATHENA.MIT.EDU (Seth Mattinen)
Sun Dec 28 14:05:35 2008
Date: Sun, 28 Dec 2008 11:05:28 -0800
From: Seth Mattinen <sethm@rollernet.us>
To: nanog@nanog.org
In-Reply-To: <web-22184833@remus.csulb.edu>
Errors-To: nanog-bounces@nanog.org
Matthew Black wrote:
> 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.
>
Ask people for recomendations. There were several early in this thread
you dismissed (i.e. dslextreme) because they weren't a CLEC or were too
expensive.
~Seth
