[92113] in North American Network Operators' Group
Re: comast email issues, who else has them?
daemon@ATHENA.MIT.EDU (Warren Kumari)
Thu Sep 7 16:06:30 2006
In-Reply-To: <Pine.GSO.4.58.0609070007380.284@marvin.argfrp.us.uu.net>
Cc: nanog@nanog.org
From: Warren Kumari <warren@kumari.net>
Date: Thu, 7 Sep 2006 13:05:29 -0700
To: "Christopher L. Morrow" <christopher.morrow@verizonbusiness.com>
Errors-To: owner-nanog@merit.edu
On Sep 6, 2006, at 5:11 PM, Christopher L. Morrow wrote:
>
> On Wed, 6 Sep 2006, Stephen Sprunk wrote:
>>
>> Because Comcast's tools are broken and when other mail admins or even
>> their own customers call them on it, they're not even competent
>> enough
>> to understand the complaint and refuse to escalate?
>
> I hate to say this, and get involved in the melee, but... Perhaps the
> problem is that for an average customer service employee there are
> 1000
> calls about something meaningless and not-wrong and only 1 call about
> something truly wrong? So escalating every problem that seems even
> half
> baked isn't an option?
>
Agreed.
While working at a small ISP many years ago I used to make it a point
to take a few first level support calls a week -- it gives you a new
appreciation for the tech support people and helps you understand
what really bothers your customers. I also used to get some of the
other NEs to take a few calls a week -- understanding the pain it
caused (and making customers into real people) cut down on the more
intrusive "testing"[1].
It can also provide you with much entertainment -- for example, I
used to get calls asking things like "Can I get the Internet in my
house?". A few times I asked "Depends, how big is your house?", but
no one ever got it... Or the little old lady who would call up every
few days and say " Dearie, the internet is broken again, can you
please reboot it?"...
Warren
[1] Where testing means "Eh, lets just reload it and see if the
problem goes away"...
