WOW. After going through the string of emails on this subject, it really amazes me that someone would bash someone else in regards to getting correct support. This appeared to be a legitimate need for support, & Regardless of the nature of the problem, as Mr. Urban suggests, quite correctly, this gentleman Mr. Dills could not get support when he required it, & was shuffled around. In fact, someone suggested that he would have had" greater sympathy " for this gentleman if he was really down. & if it had of been a legitimate routing problem, it would have been " more interesting ". Now, we all can understand with the state of the industry, that support response times & support in general might just be a bit stretched these days. But no sympathy, or would have had greater sympathy, come on. Infact, reading further emails, it appears that this gentleman, Mr. Dills DID have a routing issue. & once he lit into his provider, via NANOG, they did not like the exposure & quickly gave him some assistance. Now, NANOG is really not the place to b****, but if it works... Greater sympathy.... ?? More interesting if it was a routing problem... When it appears it was... Wonder if they treat their customers like that at Sockeye Networks. A customer is a customer, plain & simple. Dont tell him you will call him back in 30 minutes then shuffle him off. For a day. Regards.

-----Original Message----- From: Gregory Urban [mailto:urban@cs.umbc.edu] Sent: Friday, April 05, 2002 11:14 AM To: Daniel Golding; nanog@merit.edu Subject: RE: Qwest Support

You totally missed the point. Had this been a real emergency, he would be unable to get resolution since Qwest was unable to dredge up a clue within their customer support machine.

Greg U