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As in an independent contractor, I have a whale of a time with this
stuff.<br>
For every client stuck in a loop, attempting to talk to some call
centre somewhere,<br>
and following a script, which the individual doesn't understand, nor
care, they<br>
hang up and call their local "go to" guy.<br>
<br>
And I spring a few dollars out of them for resetting the router,
checking the line, and<br>
making sure the DSL connection is up and running. And maybe spring
another few dollars<br>
checking they actually do have anti-virus, and not an ancient
subscription to Nortons<br>
that expired in 1999.<br>
<br>
It isn't hard, but I can understand how the average punter feels
about all this.<br>
They bought a service, and it stopped working.<br>
<br>
So.... they call the provider.........and it all turns to custard
after that.<br>
A bunch of people who talk a different language- and I'm not talking
about<br>
call centres in the Philippines, just the guy on the phone.<br>
<br>
Joe Blow wouldn't know a DSL filter from a Rothman's Filter.<br>
And more importantly, he doesn't care.<br>
<br>
Something broke, and he wants it fixed.<br>
<br>
If you are an ISP, you need to sort this stuff out better, or cut me
a slice to<br>
do it for you. (Sorry-delete that... I already have enough ISP
fallout to deal with)<br>
<br>
Not that it matters too much, I already do this anyway.<br>
And I take the dollar off the end user, rather than rely on some
corporate payment<br>
scenario that often gets "delayed".<br>
<br>
My reputation is good- how about yours?<br>
<br>
And don't get me started on the price of spare parts for HP/Compaq
gear.<br>
Yes, I am an electronics bod, with a few clues on the rest of the
stuff.<br>
<br>
Fighting the FUD is my mission.<br>
Computers are simple. <br>
Corporates complicate things for a reason, mostly to do with
marketing.<br>
Routers are simple- see the above.<br>
People are complicated, and need to be restrained.<br>
Or re-trained.<br>
<br>
Alan<br>
<br>
<br>
<br>
<br>
<div class="moz-cite-prefix">On 11/11/2014 8:55 p.m., Mark Dignam
wrote:<br>
</div>
<blockquote cite="mid:03e101cffd84$d8c82720$8a587560$@innaloo.net"
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<p class="MsoNormal"><span
style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">Real
World CEO Answer: Cut both – Engineers are only a drain on
the spreadsheet, and customer facing staff just need to
knuckle down and work harder. And less wages means happy
shareholders and more options for the board.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">the
sad fact is – its often a true answer </span><span
style="font-size:11.0pt;font-family:Wingdings;color:#1F497D">L</span><span
style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D">dig.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D"><o:p> </o:p></span></p>
<div>
<div style="border:none;border-top:solid #B5C4DF
1.0pt;padding:3.0pt 0cm 0cm 0cm">
<p class="MsoNormal"><b><span
style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:windowtext"
lang="EN-US">From:</span></b><span
style="font-size:10.0pt;font-family:"Tahoma","sans-serif";color:windowtext"
lang="EN-US"> AusNOG
[<a class="moz-txt-link-freetext" href="mailto:ausnog-bounces@lists.ausnog.net">mailto:ausnog-bounces@lists.ausnog.net</a>] <b>On Behalf
Of </b>Shane Short<br>
<b>Sent:</b> Tuesday, 11 November 2014 3:33 PM<br>
<b>To:</b> Shain Singh<br>
<b>Cc:</b> <a class="moz-txt-link-abbreviated" href="mailto:ausnog@lists.ausnog.net">ausnog@lists.ausnog.net</a><br>
<b>Subject:</b> Re: [AusNOG] TPG NOC CONTACT<o:p></o:p></span></p>
</div>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I'm not saying I disagree/agree either way,
but would you rather cut costs on some customer facing staff
which a smaller percentage of your customer base utilises day
to day, or do you cut it from infrastructure/engineering,
which all your customer base uses?<br>
<br>
It's a tricky one that I don't have the answer for.<br>
<br>
-Shane<br>
<br>
Shain Singh wrote: <o:p></o:p></p>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
<div>
<div>
<p class="MsoNormal">On 11 November 2014 18:11, Shane
Short <<a moz-do-not-send="true"
href="mailto:shane@short.id.au" target="_blank">shane@short.id.au</a>>
wrote:<o:p></o:p></p>
<div>
<p class="MsoNormal">To be honest-- getting someone
who's capable of doing that level of troubleshooting
ad-hoc is hard, especially if you don't have the
budgets because you're in a price war with your
competitors.<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">Bingo! And that's the mindset
across the board with small and large players - that
budgetary constraints mean that staff is typically the
first place to look for cost cutting.<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">When I worked years ago at KBS
Internet and also Connect.com we only had a T2
helpdesk to deal with corporates/wholesales. I also
had config access to ALL core/dist/edge routers and
sudo access to hosting servers, etc. Things have
changed since those days, but they could do it, so
surely others can....<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">We are now stuck in a world where
the members of this list hire T1 people themselves and
expect better service from the T1 staff of their
transit providers. T1 skill-sets don't really change
much in companies, and nor do their pay grades. <o:p></o:p></p>
</div>
</div>
<p class="MsoNormal"><br clear="all">
<o:p></o:p></p>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<p class="MsoNormal">-- <o:p></o:p></p>
<div>
<p class="MsoNormal">Shaineel Singh<br>
e: <a moz-do-not-send="true"
href="mailto:shain.singh@gmail.com" target="_blank">shain.singh@gmail.com</a><br>
p: +61 422 921 951<br>
w: <a moz-do-not-send="true"
href="http://buffet.shainsingh.com" target="_blank">http://buffet.shainsingh.com</a><br>
<br>
--<br>
"Too many have dispensed with generosity to practice
charity" - Albert Camus<o:p></o:p></p>
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