RE: [cobalt-users] Looking for Near 100% Up Time for a Very VocalHosting Customer

["Jerry Farquhar" <jerry@xxxxxxxxxxx>]

I think you hit it pretty much on the nose..

We've caught so many different big ISP in lies it's not even funny... and
like you mentioned when either the customer is given information to inquire
with the ISP about or we call on the customers behalf the ISP's make
something up like...  we don't see any problem from our end or it must be
one of our backbone providers or the local Bell company.

A couple of things that really pisses at least one of our customers off is
the that their ISP contact and sales person is more or less a rich kid whose
daddy owns the company.  Not bad in itself but the combination of being
young age wise and having very little knowledge of the real workings along
with his constant comments like.. I wouldn't worry about it... I'm sure
everything is fine.. and just a general conveyance that having an outage is
no big deal.. etc.. simply goes a long way of rubbing people the wrong way
when they need to depend on the Internet and email for the livelihood of
their business.

No one wants to feel like their problem or outage is un-important compared
to anyone's.

Just a little more opinion voiced..

Jerry

-----Original Message-----
From: cobalt-users-admin@xxxxxxxxxxxxxxx
[mailto:cobalt-users-admin@xxxxxxxxxxxxxxx]On Behalf Of Mailing List
Sent: Friday, December 13, 2002 7:44 AM
To: Cobalt Users
Subject: Re: [cobalt-users] Looking for Near 100% Up Time for a Very
VocalHosting Customer


On 12/12/02 6:48 PM, "alan@" wrote:

> Everything else is just maintenance really.
> Better ways of tracking the ups and downs of an isp's service would be
> useful though, as I can't count the number of calls I get saying that a
> customers email is down, but I can connect fine and run all kinds of
> diagnostics, then 2 hours later the problem disappears. It would be nice
to
> prove but also pointless, as the 'user' just sees you baffling them with
> science. I am tempted to blame the weather sometimes, as I'm sure they
would
> accept that.
>
> Go for the money or not, but believe me when I say, that in the long run,
> you will lose their business to somebody who talks bigger prices.

I have never used the weather angle. Have to give that a try :)

As for trying to explain why, you are correct, the more you explain the more
confused they get and then state that they only want it to work. I can't
blame them though. In our area we are competing with 3 very old ISP's that
claim God like status and make the claim back that we are to new or young,
company wise unfortunately, not by age :( to even start to have the super
network they have and yet when there is a problem, I know just what it is
and tell the client to call, make the bitch and wait 1-2 hours and the
problem will go away. Odd, must be the weather.

I think as we keep seeing the greed and stupidity that comes with these
larger ISP's and MSP's that the pendulum will swing our way again, like the
50's so to speak.

My 2 1/2 ¢
--
Thanks!!
David Thurman
List Only at Web Presence Group Net
Join Cobaltfacts
http://list.cobaltfacts.com/mailman/listinfo/cobaltfacts/


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