North American Network Operators Group|
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Re: Different customer service reactions (was Re: Wanted: Clueful Individual @ TeleGlobe.net)
On Sun, 16 July 2000, Alex Bligh wrote: > I guess argues for the 'hop-by-hop' methodology of interprovider > cooperation and problem resolution. However, given there are > some NOC's who won't open a trouble ticket for *peers*, or > (sometimes amusingly) for *upstreams*, perhaps this is a > broken metaphor. Some NOCs won't open a trouble ticket for *customers* for another part of the same company. I've had trouble getting Sprintlink to troubleshoot problems with Sprint ICM. Sprintlink told me to call ICM, ICM told me I should call Sprint. So if you won't open trouble tickets for customers, peers or upstreams who will you open a trouble ticket for? Why does GlobalCenter tell people to call AT&T instead of GlobalCenter contacting AT&T directly? IOPS tried to set up a common trouble ticket system between its members. But I don't know how much use it gets.