[97478] in North American Network Operators' Group
Re: FBI tells the public to call their ISP for help
daemon@ATHENA.MIT.EDU (Roland Perry)
Sat Jun 16 09:10:10 2007
Date: Sat, 16 Jun 2007 14:07:39 +0100
To: nanog@merit.edu
From: Roland Perry <lists@internetpolicyagency.com>
In-Reply-To: <20070615141750.22A0E4B6@resin11.mta.everyone.net>
Errors-To: owner-nanog@merit.edu
In article <20070615141750.22A0E4B6@resin11.mta.everyone.net>, Scott
Weeks <surfer@mauigateway.com> writes
>If Joe Sixpack has a Mac, calls his ISP for help, is told the ISP only
>supports Micro$loth, asks for escalation and can't get that (or even
>doesn't ask for escalation) I would think Joe would move to another
>ISP. Thus my earlier statement that the ISP which does this
>we-support-Micro$loth-only crazyness is doomed to failure.
No, they are only doomed to service the 90% (or whatever) of the market
that is running that particular software.
I'm surprised no-one has said it's largely a training issue: you can
have people on the helpline who are experienced at talking customers
through issues on a well know and well understood (warts and all)
platform, but when the customer is using something with minority market
penetration it gets really difficult really quickly.
--
Roland Perry
