* on the Thu, Dec 08, 2005 at 04:05:48PM +0100, Marc Ammann wrote:
> [1] via your Helpdesk
My Helpdesk? _My_ Helpdesk knows Zilch; they turn to me "it does not
work".
> [2] try the website
To find no email, no (useful) phonenumber, but some formular,
where I am supposed to choose between several variants of "services
you have at cablecom" which all do not apply?
> [3] via your account manager
My Account where? This was a (albeit small) inter-ISP problem; between
entities with only technical- but not business-relationships.
That's what I really hate about swisscom, cablecom and several other
"major players" -- they always seem to assume they are the only
ones in the internet, and no other entity apart from their own
customers might have a relationship with them. But you do have.
You have daily doings with other ISPs, with Blacklist-services,
with DNS-admins, with others who spam and attack you, with others
who get spammed and attacked by your customers, with people whose
emails get blocked, with people seeing their rights violated or
want to turn in somebody for fraud or attacks or whatever. That's
quite a lot, and too much to snotty ask for a "customer-ID" or
THIS:
| I have a question or a request regarding the subject
| o Product information
| o Billing / Payment
| o Contract / Subscription
| o Technical support
| o Feedback
Click on technical support, because technical might fit:
| It concerns your subcription
| o cablecom hispeed internet
| o cablecom hispeed office
| o dial-up (SwissOnline)
| o cablecom digital phone
| o cablecom digital tv
| o cablecom tv
Hello?
Guess what do I do if I get this? Right, write a message to the
swinog-ML, with an aggressive subject.
> [..] several other ways
I could call on the phone -- Oh no! They implemented the above
menu into their phone-system!
> [..] even some more ways
Like: Shall I write abuse, because maybe, if the abuse-contact isn't
notoriously overworked and has a mailqueue of several dozens of
problems, he might notice mine, and he most probably is a
technician proficient to solve my problem? Or hostmaster? Does that
exist or is it heavily filtered? postmaster? Nah, that one gets
all the crap he doesn't read.
> [664] inoc dba
> [665] RIPE
> [666] swinog mailing list
Precisly what the list is for, getting technical people together
to solve problems. That, and drinking beer.
It actually helped in some sense. I found out myself, but I also
had a useful answer from a person on this list within 15 minutes.
> I really try to understand the problem and how to figure out i
> can help you.
Don't bother anymore. I managed to get one of your sysadmins onto
the phone who solved the problem in no time. Turn out Cablecom
uses SORBS, and our server most probably was on their list this
morning. So in the future I'll even know that such a problem most
probably is the SORBS (and our) one.
Cheers
Seegras
--
Those who give up essential liberties for temporary safety deserve
neither liberty nor safety. -- Benjamin Franklin
_______________________________________________
swinog mailing list
swinog@lists.swinog.ch
http://lists.swinog.ch/cgi-bin/mailman/listinfo/swinog
