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?

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  1. identicon
    ISPtech, 3 Dec 2006 @ 10:09am

    form my view

    I do the tech support you get when you call your ISP. I am as friendly as possible with everyone who calls. Unfortunately a lot of people just want to yell, it is more of a complaint dept than it is tech support. 90% of the people who call do not understand whatthey are talking about just what "their neighbor" said. We work with very limited information, that is when something is not working correctly the only one's who tell us is the one's who call in not the bosses.

    People tend to feel tough when they are are the phone probably because they are wimpy, pathetic people in real life. Do you not realize you just gave the person you are calling a worthless piece of shit all of your information??? You should be very happy the ISP's, at least mine does extensive employee screening. You are not supposed to take it personally but when someone is berates you it is very hard not too. At that point we could really care less. just try to remember you catch more flies with honey.

    And if you are one of those people who like to scream on the phone then FUCK YOU!

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