On 11/12/2015 14:48, Ted Lemon wrote:
Friday, Dec 11, 2015 9:40 AM Paul Smith wrote:
Unfortunately, the rest of us live in the real world...
As far as I know it's not possible to live in an unreal world. But if your
point is that most of us just have to accept garbage service, that's incorrect.
Yes it is incorrect that we have to accept garbage service. We don't. We
use good service providers.
But that's not what I was saying. Trying to get a *customer* to change
provider doesn't work. We suggest it all the time - there are many BIG,
crap, providers in the UK, and most people use them, even though they
are obviously crap. The users won't change, however much you tell them
to. I think I could count on one hand the number of our customers who
have changed from a rubbish provider to a good one in the past 10 years.
I've lost count of the number who have gone the other way, against our
recommendation, because the new provider is 'cheaper', or it's who the
MD uses at home or something.
If we say, "we can't help, that's a problem with your ISP, you might
want to consider changing", then the customer just thinks we're passing
the buck, and gets annoyed with us, because there's no way that Big ISP
Inc. can possibly have useless technical support. After all, it's a huge
company and we're only a small one - thus the big company MUST be right.
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