ISP Customer Service a Dead Art Form?
from the lets-hope-nobody-notices-our-screw-up dept
PBS's Bob Cringely laments that there really are no consumer protections for these kinds of outages, and that ISPs are increasingly willing to bumble their way through botched network upgrades or capacity issues while hoping impacted customers don't notice. Users seem increasingly willing to click through mouse-print EULAs that leave them with no room to complain if their service stinks. One obvious solution would be to upgrade to a business line with some kind of reliability guarantee - but if the best solution is to upgrade to a more expensive business line, isn't this just encouraging ISPs to make their consumer lines worse and worse in order to convince everyone to upgrade?