[AusNOG] its 2020 youd think NBN would prevent this

[Mark Smith]

Most companies in my experience try to pretend they're perfect to their
customers. Their customers know this isn't true, because they probably
don't work for a company that is perfect either.

The perfection facade is bad for business. It isn't fooling anybody.

On Mon, 13 Apr 2020, 16:48 Karl Auer, <kauer at biplane.com.au> wrote:

> 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
> ticket.
>
> Regards, K.
>
> --
> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> Karl Auer (kauer at biplane.com.au)
> http://www.biplane.com.au/kauer
> http://twitter.com/kauer389
>
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