ISP Customer Service a Dead Art Form?

from the lets-hope-nobody-notices-our-screw-up dept

The e-mail and connection reliability of major ISPs frequently leaves plenty to be desired. MIA e-mail is most frequently thanks to botched spam fighting efforts, such as when Verizon customers suddenly stopped getting e-mail from outside the country. Or more recently when BellSouth's spam fighting system was so poorly implemented, people weren't getting any e-mail, forcing them to revert to their previous spam fighting solution. Huge outages thanks to network upgrades or transfers is also a concern, as many of the customers caught in the Adelphia, Comcast, and Time Warner cable switcharoo can attest.

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?

Reader Comments

Subscribe: RSS

View by: Time | Thread


  1. identicon
    Carole, 2 Dec 2006 @ 2:33pm

    DSL

    I would love to upgrade ,,but where I live it is impossible..We are close enough to a large town and I have a large town phone # but we are still told its unavailabe..How do you get them (the internet providers) to bring in the High Speed to the outlying areas

Add Your Comment

Have a Techdirt Account? Sign in now. Want one? Register here



Subscribe to the Techdirt Daily newsletter




Comment Options:

  • Use markdown. Use plain text.
  • Remember name/email/url (set a cookie)

Follow Techdirt
Special Affiliate Offer

Advertisement
Report this ad  |  Hide Techdirt ads
Essential Reading
Techdirt Deals
Report this ad  |  Hide Techdirt ads
Techdirt Insider Chat
Advertisement
Report this ad  |  Hide Techdirt ads
Recent Stories
Advertisement
Report this ad  |  Hide Techdirt ads

Close

Email This

This feature is only available to registered users. Register or sign in to use it.