[463] in North American Network Operators' Group
RE: Sprint violations
daemon@ATHENA.MIT.EDU (Mathew Lodge)
Fri Sep 22 18:44:14 1995
Date: Fri, 22 Sep 1995 16:36:40 -0600
From: lodge@houston.omnes.net (Mathew Lodge)
To: jnc@ginger.lcs.mit.edu (Noel Chiappa)
Cc: nanog@MERIT.EDU, cidrd@iepg.org
Resent-From: nanog@MERIT.EDU
At 9:10 9/22/95, Noel Chiappa wrote:
>On the other hand, if Sean et al are willing to take the arrows (arrows ->
>pioneers, right? :-), good for them; it will provide cover for providers to
>tell their own customers "sorry, there's no use sending out your /28; Sprint
>will just filter it". It's always easier to tell a paying customer "no" when
>you're just relaying someone else's decision, not your own, no?
Well, no, actually. Customers don't care who's fault it is -- as far as
they're concerned, it's broken. I had a similar situation impressed on me
today: one of our customers wants to send e-mail with MIME attachments to
one of his customers who has a CompuServe account. The attachments never
make it through the CompuServe e-mail gateway.
Now, we know that this is not a problem with our TCP/IP network and SMTP
implementation -- it's a problem at the CompuServe end. The customer knows
nothing about e-mail gateways, and nor does he care. As far as he's
concered, it doesn't work. And Omnes, as his solutions provider, had better
fix it.
I still haven't worked out how to appease this particular individual: but
my point is that customers dislike "finger pointing" when it comes to
resolving a problem. It won't wash.
Regards,
Mathew
| Mathew Lodge: lodge@houston.omnes.net |5599 San Felipe, 4th Floor |
| Internet Specialist, Omnes -- A |Houston, Texas 77056, USA |
| Schlumberger/Cable & Wireless company |Phone: +1 713 513 3237 |
| "Bibunt omnes sine lege" |Fax: +1 713 513 3126 |
