What to do when your ISP off-shores tech support

Skywing Skywing at valhallalegends.com
Sun Dec 28 21:08:01 UTC 2008

Of course, in much of the US, "vote with your feet" on residential ISP service might as well be as realistic advice as "pack up and move to a different city".  [Perhaps not in the OP's case, though, if they are fortunate.  Which it seems like they might be.]

- S

-----Original Message-----
From: Martin List-Petersen [mailto:martin at airwire.ie] 
Sent: Sunday, December 28, 2008 3:59 PM
To: Matthew Black
Cc: nanog at nanog.org
Subject: Re: What to do when your ISP off-shores tech support

Matthew Black wrote:
> On Sat, 27 Dec 2008 11:53:18 +0000
>  Martin List-Petersen <martin at airwire.ie> wrote:
>> The problem is, and this was stated by the original poster, that the
>> lads off-shore he deals with have no clue and simply stick to the
>> script. No intention of looking what the real problem is. And that
>> problem lies not in the call center. It is the deal, that $TELCO struck
>> with $CALLCENTER and the procedures, that were put in place, that are
>> the problem.
>> Only solution: find a provider, who's support (off-shore or not) does
>> have a clue, has an escalation process and is willing to find a solution.
> How does one find such a provider? I'm unaware of any company
> that lets potential customers test drive their $SERVICE call center
> before purchase. 

Ask others for their experience :), like for example here.

> Even if one did, how is a potential customer
> supposed to evaluate the competence of said call center when
> customer has no clue as to what problems may arise 5 years after
> purchase of provider's service, whether said test drive provided
> an accurate and appropriate solution, and whether said call center
> quality will exist 5 years after purchase of the service.

Well, if you're not any happy longer with the service, vote with your
feet again and find a better option. It's as easy as that.

Kind regards,
Martin List-Petersen
Airwire - Ag Nascadh Pobal an Iarthar
Phone: 091-865 968

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