The Business-Technology Weave

Feb 1 2011   11:46AM GMT

Service Outage? Just another opportunity for up sell…

David Scott David Scott Profile: David Scott

 

Last evening as I was writing some content, I noticed my internet connection had gone out – my broadband modem indicated that I was offline.  Rebooting my modem put me back on… until about 15 minutes later, I was off again.  It went like that for a couple hours – naturally, I was corresponding with a client in Bangladesh throughout some critical work.

 

This morning I was online briefly around 4 a.m. – and then, out completely.  Rebooting  and monkeying with connections didn’t help.

 

A call to my friendly internet service provider (ISP) indicated that there were no service outages in my area, and confirmed that I had already tried everything; a service visit was in order – for next day.  I politely mentioned that I have international clients and have critical work.  When I asked if there would be an adjustment to my bill (“yes”) given my inconvenience, the tech support representative told me that I might wish to consider  a business-class line.

 

I haven’t looked into that.  At that moment, I wasn’t interested in an up sell to business-class (undoubtedly more expensive) – but what was really interesting is what happened next – this morning.

 

I received a call from another tech rep who told me that a technician was in my area and could show at my home between 8 a.m. and 10 a.m.  Bring him on.

 

Turned out there was no problem at the street, and nothing apparent in my home office.  However, a splitter in the ceiling of my basement showed itself to be the culprit.  The tech said, literally, “They’ve been fluctuating the signal some lately, and about 5 out of a thousand of these old splitters don’t like it.”

 

Me:  “Oh.”  And also, “By the way, add to your notes that I want an adjustment on my bill.”  All well and good – we’ll see how much it is.

 

Sooo… maybe I don’t need business-class just yet.  And maybe my provider can consider a better management for the weave of their technology to my business, thank you very much.  My day is off to a rocky start – it’s catch up time.

 

If only a few splitters fail to handle a new signal configuration, I guess it’s not too practical to replace an entire population involving thousands and thousands of customers.   

 

But I darn sure don’t need an up sell when I’m offline due to their equipment mismatches and malfunctions. 

 

Thoughts… opinions… stories?  Let’s hear ‘em!

February 1st:  On this day in 1914, the New York Giants and the Chicago White Socks played an exhibition baseball game in Egypt. 

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