Sorry, can't tell you the name for it, but I experienced this very thing in a major way when my partner and I sold our WISP back in 2014. We sold it to the local telco, which had a less than stellar reputation at the time. We announced the pending sale to our customer base probably a month or so before the actual date that it changed hands. And we put the best spin on it that we could. As part of the deal, my partner and I went to work for the telco. The day of the handover came, and the phones blew up with calls from customers screaming about all these problems they were suddenly having. Not only that, but the local town Facebook classifieds page (which also doubles as the town gossip & gripe forum) blew up as well with similar complaints and all kinds of conspiracies about how the telco was intentionally sabotaging their formerly awesome Internet service in order to force them to switch over to DSL. The interesting thing was that there was nothing wrong with the network. Nothing had changed from the day prior, and in fact, nothing had changed from back before we started talking to the telco about selling. We had not even interconnected the two networks yet. The network was humming along just as it always had. My partner and I were still running it. The telco's techs didn't even have access to the network, and even if they had, they didn't have any login credentials to anything. Yet, for a lot (and I mean A LOT) of people, the world was coming to an end and they were utterly convinced that the telco had intentionally destroyed their Internet service.
To this day, I still have people tell me how much they wish we hadn't sold, and how it went bad from the very day the telco took over. It was a very interesting lesson in human psychology. Craig On Mon, Jan 31, 2022 at 11:11 PM Steve Jones <[email protected]> wrote: > You guys are a bunch of nerds, somebody has to know the term Im looking > for to describe this phenomena. > > When an inert even triggers customers to believe there is an issue that > doesnt exist, or they notice an existing issue and assign it to the event. > > Some examples: > > You put up a notification that site A is undergoing maintenance, so a > customer on Site B that is totally isolated sayas that ever since that > maintenance, there has been a problem. > > We did a mass change of our defalt WPA keys on managed routers. Probably 1 > percent of the customers claimed that "ever since the change" there has > been some issue. Changing they WPA key wont impact performance. > > I just completed a network wide rate plan naming convention change, every > non custom account will have anew name for their rate plan on their > invoice. this had zero service impact, its just clerical, but as the bills > go out, probably 1 percent (probably that same 1 percent) will call in with > an "ever since the change" complaint. > > Im not looking to argue with the customer as to whether there is an issue > or not, Im simply looking for the name of the phenomenon. > > Id like to incorporate this into tier 1 support training so that this > doesnt continually generate nuisance escalations. Some reference material > on it would be the bees knees. Everything has a name, like Petrichor: the > way it smells outside after rain or Phosphenes: the lights you see when you > close your eyes and press your hands to them. > -- > AF mailing list > [email protected] > http://af.afmug.com/mailman/listinfo/af_af.afmug.com >
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