Skywing wrote:
Of course, in much of the US, "vote with your feet" on residential ISP service might as well be as realistic advice as "pack up and move to a different city". [Perhaps not in the OP's case, though, if they are fortunate. Which it seems like they might be.]
It isn't different here either :) Solution: if there is no alternative, it might be an idea to create one. We had to do that here and works like a treat. You might find, that you get more custom, that you wished for. Kind regards, Martin List-Petersen
- S
-----Original Message----- From: Martin List-Petersen [mailto:martin@airwire.ie] 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.
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.
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
-- Airwire - Ag Nascadh Pobal an Iarthar http://www.airwire.ie Phone: 091-865 968