[SATLUG] ISP support - how to get the best support possible

Henry Pugsley henry.pugsley at gmail.com
Thu Feb 19 18:24:04 CST 2009

Yeah, keep in mind that most tech support is just a call center where
the primary performance stat is how many calls are answered and how
long they take. Agents are given a crash course in 90 percent of what
people call for and the rest are escalated or blown off. This way they
can keep costs down with minimal investment in new employees .. many
use temp agencies for staffing too. Its too risky to spend resources
training "experts" who may leave.
Seems like customer service is considered unskilled laber these days
and 2 weeks of training is sufficient for a technical call center rep.


On 2/18/09, D Villarreal <dvprogs at gmail.com> wrote:
> Having worked with major ISPs and vendors of computer equipment/services, I
> would urge you to remember that you're dealing with people under time
> constraints and with non-existent to limited knowledge about operating
> systems other than those from Microsoft . A lot of my teammates knew nothing
> about GNU/Linux, and so they figured that by getting you off the phone
> quickly they were able to save face, as well as help their stats. Even
> though I'm working with very expensive equipment, I am still under a time
> constraint, but it's not so limited as with an ISP. Generally speaking, ISP
> helpdesk personnel are going to go by scripts to a certain degree, and they
> can't get around that. Your challenge is to be pleasant to the person on the
> other end of the line and get them to want to help you. I can't emphasize
> that enough, you'd be surprised what you can get accomplished if you are
> nice to the helpdesk people. I used to have to deal with a lot of people who
> would be nasty and it's part of the business, but I've never seen a negative
> customer get better support than a friendly, understanding customer.  If you
> have to call and get a modem provisioned or something else, one can still
> get help, by using certain phrasing. Beyond dealing with provisioning and
> certain things that require you to deal with the ISP, try to do everything
> yourself and search the internet for settings and so forth, it will save you
> a lot of frustration. I've posted previously about my ISP experiences, and
> about how to deal with ISP personnel, so you might look up my messages.
> Date: Tue, 17 Feb 2009 18:47:17 -0600
>> From: "Todd W. Bucy" <toddwbucy at grandecom.net>
>> Subject: [SATLUG] AT&T DSL
>> To: "The San Antonio Linux User's Group Mailing List"  <satlug at satlug.org>
>> does anyone know of a legitimate reason why ATT DSL does not support
>> Linux?
>> background
>> I recently worked on my neighbor's a HP Ze2000.  It was loaded with
>> Winblows XP ... installed Xbuntu 8.04. has a little problem with the wifi
>> but I got it figured out and was able to connect to his DSL modem with no
>> prob... and while I am gone AT&T calls back... the tech support guy says
>> that AT&T doesn't support Linux.  what is there for an
>> ISP to support its the same DAMN Internet ARGGGGGGG!!!! I hate lazy tech
>> support people! Now I have to use my afternoon tomorrow to talking to AT&T
>> for my neighbor anyone have any ideas how to handle my next encounter with
>> AT&T?
>> sorry for the rant I hate to get it off my chest.
>> Todd
> --
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