George Rogato wrote:
Customers are hard to come by to dispose of them so easily.
I wonder, I wonder what it is that is causing the customer to complain?
I'll agree with the principle of this statement, that customers often
have a legitimate reason for their complaints.
Some folks, however, simply love the sound of their own voices. :)
For us, the biggest problem is file-sharing software. If two or three
customers are running Kazaa or Limewire or whatever it is the cool kids
are using these days to download music and movies of questionable
provenance, the other thirty folks on that tower will complain. Those
folks have a legitimate beef, and that's not a problem. We look at the
tower, see who's doing what, and make the problem go away (usually by
temporarily disconnecting the customer running the P2P software).
That's where the problems really start. That guy whose connection is
spitting out about 100 packets per second on Limewire? He didn't read
the contract, didn't listen to our installers (who are instructed to
remind customers this kind of software is a no-no, and to explain in
gentle non-technical terms why this is so), and it couldn't possibly be
my little baby boy why he's a perfect angel (no he's not, he's a
teenager, you remember what you were like when you were fifteen?).
Usually, once is all it takes, but we do have an informal "three
strikes" policy - if you continually annoy us (and all the other
subscribers in your area) eventually we will ask you to find another
ISP. One customer who persists in causing problems for dozens of other
customers isn't worth it.
David Smith
MVN.net
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