nanog mailing list archives
Re: comast email issues, who else has them?
From: Warren Kumari <warren () kumari net>
Date: Thu, 7 Sep 2006 13:05:29 -0700
On Sep 6, 2006, at 5:11 PM, Christopher L. Morrow wrote:
On Wed, 6 Sep 2006, Stephen Sprunk wrote:Because Comcast's tools are broken and when other mail admins or eventheir own customers call them on it, they're not even competent enoughto understand the complaint and refuse to escalate?I hate to say this, and get involved in the melee, but... Perhaps theproblem is that for an average customer service employee there are 1000calls about something meaningless and not-wrong and only 1 call aboutsomething truly wrong? So escalating every problem that seems even halfbaked isn't an option?
Agreed.While working at a small ISP many years ago I used to make it a point to take a few first level support calls a week -- it gives you a new appreciation for the tech support people and helps you understand what really bothers your customers. I also used to get some of the other NEs to take a few calls a week -- understanding the pain it caused (and making customers into real people) cut down on the more intrusive "testing"[1].
It can also provide you with much entertainment -- for example, I used to get calls asking things like "Can I get the Internet in my house?". A few times I asked "Depends, how big is your house?", but no one ever got it... Or the little old lady who would call up every few days and say " Dearie, the internet is broken again, can you please reboot it?"...
Warren[1] Where testing means "Eh, lets just reload it and see if the problem goes away"...
Current thread:
- RE: comast email issues, who else has them? Sean Donelan (Sep 01)
- Re: comast email issues, who else has them? Steven Champeon (Sep 01)
- Re: comast email issues, who else has them? Brandon Galbraith (Sep 01)
- Re: comast email issues, who else has them? David Ulevitch (Sep 01)
- Re: comast email issues, who else has them? Brandon Galbraith (Sep 01)
- Re: comast email issues, who else has them? Stephen Sprunk (Sep 06)
- Re: comast email issues, who else has them? Christopher L. Morrow (Sep 06)
- Re: comast email issues, who else has them? Simon Lyall (Sep 06)
- Re: comast email issues, who else has them? Sean Donelan (Sep 07)
- Re: comast email issues, who else has them? Stephen Sprunk (Sep 07)
- Re: comast email issues, who else has them? Warren Kumari (Sep 07)
- Re: comast email issues, who else has them? S. Ryan (Sep 07)
- Re: comast email issues, who else has them? Christopher L. Morrow (Sep 07)
- Re: comast email issues, who else has them? Christopher L. Morrow (Sep 06)
- Re: comast email issues, who else has them? Steven Champeon (Sep 01)
- Re: comast email issues, who else has them? Nick Burke (Sep 06)
- Re: comast email issues, who else has them? Bill Stewart (Sep 07)
- <Possible follow-ups>
- Re: comast email issues, who else has them? Fergie (Sep 01)
- Re: comast email issues, who else has them? Sean Donelan (Sep 06)
- Re: comast email issues, who else has them? Chris Adams (Sep 06)
- Re: comast email issues, who else has them? Robert Boyle (Sep 06)
- Re: comast email issues, who else has them? Tony Finch (Sep 11)
- Re: comast email issues, who else has them? william(at)elan.net (Sep 11)
- Re: comast email issues, who else has them? Sean Donelan (Sep 06)