Re: What to do when your ISP off-shores tech support

[Seth Mattinen <sethm () rollernet us>]

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. 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.

Ask people for recomendations. There were several early in this thread 
you dismissed (i.e. dslextreme) because they weren't a CLEC or were too 
expensive.

~Seth