The false assumption that correlation is causation. Everyone wants their complicated IT issues to be a simple snap of the finger fix. No one wants it to be a complicated mess (ie ethernet issues: is it the router, patch cable, poe, line, radio).
On Tue, Feb 1, 2022 at 2:37 AM Craig Baird <[email protected]> wrote: > 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 >> > -- > AF mailing list > [email protected] > http://af.afmug.com/mailman/listinfo/af_af.afmug.com >
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