RE: Unflattering comments about ISPs and DDOS
"reconfigure their mail programs to point at Comcast's servers, and each phone call to the help desk costs $9."
And they couldn't spend say: $1.00 per CD with a vb script or instructions on doing this $100.00 (far fetched price) to have an interactive step-by-step flash video created to show their customers $1000.00 (far fetched price) to set up some VXML based number with a "Press 1 to RTFM... Press 2 to RTFM again" Even at an uber high charge (800/866 toll) of say $4.00 per call, they could still implement the changes save tons of money, and tons of aspirin when their headaches go away. Maybe someone here can draft up a $10,000,000.00 pitch it to them become an instant millionaire and save Comcast some money at the same time. =+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+ J. Oquendo GPG Key ID 0x51F9D78D Fingerprint 2A48 BA18 1851 4C99 CA22 0619 DB63 F2F7 51F9 D78D http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x51F9D78D sil @ politrix . org http://www.politrix.org sil @ infiltrated . net http://www.infiltrated.net "How can we account for our present situation unless we believe that men high in this government are concerting to deliver us to disaster?" Joseph McCarthy "America's Retreat from Victory"
"reconfigure their mail programs to point at Comcast's servers, and each phone call to the help desk costs $9."
And they couldn't spend say:
$1.00 per CD with a vb script or instructions on doing this
$100.00 (far fetched price) to have an interactive step-by-step flash video created to show their customers
$1000.00 (far fetched price) to set up some VXML based number with a "Press 1 to RTFM... Press 2 to RTFM again"
Even at an uber high charge (800/866 toll) of say $4.00 per call, they could still implement the changes save tons of money, and tons of aspirin when their headaches go away. Maybe someone here can draft up a $10,000,000.00 pitch it to them become an instant millionaire and save Comcast some money at the same time.
Speaking as someone who has run a (admittedly small) help/support desk, I can say in no uncertain terms that you would be astounded at the number of customers who will ignore every single one of these solutions and fight their way through to a live person simply because "that couldn't possibly have anything to do with MY problem". Not saying Comcast is right to not do it (though I'm also not saying they SHOULD do it), but I am saying that their figures, while likely somewhat inflated, probably aren't nearly as inflated as some might think they are. ++++++ D. Campbell MacInnes
Or why don't they just create the $0 flash video or html step by step instructions? Why doesn't the dummy series create "Comcast for dummies", as they have for AOL users. On Mon, 6 Dec 2004 21:45:30 -0500, D. Campbell MacInnes <haleon@sennicam.com> wrote:
"reconfigure their mail programs to point at Comcast's servers, and each phone call to the help desk costs $9."
And they couldn't spend say:
$1.00 per CD with a vb script or instructions on doing this
$100.00 (far fetched price) to have an interactive step-by-step flash video created to show their customers
$1000.00 (far fetched price) to set up some VXML based number with a "Press 1 to RTFM... Press 2 to RTFM again"
Even at an uber high charge (800/866 toll) of say $4.00 per call, they could still implement the changes save tons of money, and tons of aspirin when their headaches go away. Maybe someone here can draft up a $10,000,000.00 pitch it to them become an instant millionaire and save Comcast some money at the same time.
Speaking as someone who has run a (admittedly small) help/support desk, I can say in no uncertain terms that you would be astounded at the number of customers who will ignore every single one of these solutions and fight their way through to a live person simply because "that couldn't possibly have anything to do with MY problem".
Not saying Comcast is right to not do it (though I'm also not saying they SHOULD do it), but I am saying that their figures, while likely somewhat inflated, probably aren't nearly as inflated as some might think they are.
++++++ D. Campbell MacInnes
-- Joshua Brady
Even at an uber high charge (800/866 toll) of say $4.00 per call, they could still implement the changes save tons of money, and tons of aspirin when their headaches go away. Maybe someone here can draft up a $10,000,000.00 pitch it to them become an instant millionaire and save Comcast some money at the same time.
Far cheaper to capture their http connection and put up a page asking them if they use: 1. Normal mail - all email is sent via Comcast's mail servers using software like Outlook, Eudora and similar programs. For more info click here. 2. Own mail server - all mail is sent using an in-house mail server running software like sendmail, Postfix, QMail, etc. For more info click here. They have to make a choice and click the SEND button in order to free up their web browsing and there are links to info pages that explain what this is all about and how to configure their mail programs to play nicely. People who choose choice number 2 can now be invited to make sure that their mail servers are properly configured etc. Whenever you need to solve this kind of a problem involving lots of customers, you really need to put a good techie and a good marketing person together to brainstorm ideas. On their own, neither can solve the problem. --Michael Dillon
participants (4)
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D. Campbell MacInnes -
J. Oquendo -
Joshua Brady -
Michael.Dillon＠radianz.com