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Comments on news posted 2002-04-30 13:28:39: It's hard to get good help these days. Unless you’re a disgruntled end user, trying to solve a problem in our forums. ..

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Rob Froelich

join:2000-03-26
Saint Charles, IL
clubs:

·Comcast

alas poor phoenix networks

When I was at Phoenix Networks we made it a central part of our business to do whatever we could to provide the best possible support. Once I came on board I took over for the founder reading, and responding when necessary to forum posts here. I've got the stats to show it earned us a lot of business, and customer loyalty, that we were listening and showed it by speaking candidly in a public forum.

I really miss the glory days at phoenix, I think we really had something special but couldn't get the extra funding we needed to keep it going until it was in the black. We built one of the largest DSL ISPs on an amount of funding that most of you would find shockingly small - yet managed better support than all but a couple of our peers (most of whom charged a lot more for service).

Sorry I'll stop reminiscing now. I'm bummed that no one else in the market has seized the opportunity to be a value oriented ISP that has low prices, and good support. It CAN be done, if you have the vision, creativity and discipline to put the customer first, and not squander your cash.

Rob
--
Help! Help! I'm being oppressed!!

permalink · 2002-05-01 11:58:04 · Print ·

manontrack

join:2002-03-13
Seattle, WA

we are glad to help and subvert the man anytime.

I am glad to lend any assistance to an SBC-Ameritech, Pac bell, SWbell, SNET, or Nevada Bell customer. I work for the company who does outsourced support for all of them. I really don't care if "the man" sees me doing it. I have no loyalty to the company I work for because basically they stink... and I feel sorry for the customers (especially if their ISP is Ameritech).

permalink · 2002-05-02 10:34:21 ·

nunya
SEE ROCK CITY 475 MILES
Premium,MVM
join:2000-12-23
O Fallon, MO
clubs:

·AT&T CallVantage

Thanks DSLR

Thanks to DSLR for bringing this story to the front.
Thanks to all of my fellow techs that post here.

I would hope that "the man" will leave well enough alone. Our forums do a wonderful job of helping the customer and we still have the liberty to be brutally honest if necessary. Company involvement would just lead to scripted crap typed by someone with no interest in being here.
--
"It's your world, babe. I'm just livin' in it." - All around cowboy DSL guru.

permalink · 2002-09-04 20:40:24 ·

your comment..

Forums » The Kindness of Strangers

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