[110216] in North American Network Operators' Group
RE: What to do when your ISP off-shores tech support
daemon@ATHENA.MIT.EDU (Skywing)
Sun Dec 28 16:08:21 2008
From: Skywing <Skywing@valhallalegends.com>
To: Martin List-Petersen <martin@airwire.ie>, Matthew Black <black@csulb.edu>
Date: Sun, 28 Dec 2008 15:08:01 -0600
In-Reply-To: <4957E8A7.9020804@airwire.ie>
Cc: "nanog@nanog.org" <nanog@nanog.org>
Errors-To: nanog-bounces@nanog.org
Of course, in much of the US, "vote with your feet" on residential ISP serv=
ice might as well be as realistic advice as "pack up and move to a differen=
t city". [Perhaps not in the OP's case, though, if they are fortunate. Wh=
ich it seems like they might be.]
- S
-----Original Message-----
From: Martin List-Petersen [mailto:martin@airwire.ie]=20
Sent: Sunday, December 28, 2008 3:59 PM
To: Matthew Black
Cc: nanog@nanog.org
Subject: Re: What to do when your ISP off-shores tech support
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=
.
>=20
>=20
> 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.=20
Ask others for their experience :), like for example here.
> 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.
Well, if you're not any happy longer with the service, vote with your
feet again and find a better option. It's as easy as that.
Kind regards,
Martin List-Petersen
--=20
Airwire - Ag Nascadh Pobal an Iarthar
http://www.airwire.ie
Phone: 091-865 968
