[AusNOG] its 2020 youd think NBN would prevent this

Karl Auer kauer at biplane.com.au
Mon Apr 13 16:48:10 EST 2020

On Mon, 2020-04-13 at 06:06 +0000, Mark Delany wrote:
> Yes, maybe NBNCo should be better, but they are no worse than
> historical industry standards - such as they are.

I don't like mistakes, but I understand them and have some sympathy for
those that make them. I've made a few doozies in my time.

It's not about making no mistakes; that's basically impossible. It's
about how a company deals with having made one.

So many companies seem to have no ability to deal with mistakes, or
even awareness that they might ever make one.

It took me weeks of multiple calls per day to get Telstra to understand
that their tech had made changes at the exchange that had not been
followed up with changes at the premises, and had then marked the job
done in their ticket system. I can still vividly remember the relief
when at long last a wonderful lady at Telstra said "Hm. I think the
computer has it wrong. I'll send someone out. No charge."

Far more enraging than the delay itself was the fact that upon enquiry,
it turned out that not ONE of the many different people I had explained
the problem to had ever thought it necessary to add my clear and
concise description of the problem (and the cure) to the trouble

Regards, K.

Karl Auer (kauer at biplane.com.au)

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