Monday, December 04, 2006

TechDirt on RBOC ISP Email

TechDirt discusses Customer Service at the RBOC ISP's:

The e-mail and connection reliability of major ISPs frequently leaves plenty to be desired. MIA e-mail is most frequently thanks to botched spam fighting efforts, such as when Verizon customers suddenly stopped getting e-mail from outside the country. Or more recently when BellSouth's spam fighting system was so poorly implemented, people weren't getting any e-mail, forcing them to revert to their previous spam fighting solution. Huge outages thanks to network upgrades or transfers is also a concern, as many of the customers caught in the Adelphia, Comcast, and Time Warner cable switcharoo can attest.PBS's Bob Cringely laments that there really are no consumer protections for these kinds of outages, and that ISPs are increasingly willing to bumble their way through botched network upgrades or capacity issues while hoping impacted customers don't notice. Users seem increasingly willing to click through mouse-print EULAs that leave them with no room to complain if their service stinks. One obvious solution would be to upgrade to a business line with some kind of reliability guarantee - but if the best solution is to upgrade to a more expensive business line, isn't this just encouraging ISPs to make their consumer lines worse and worse in order to convince everyone to upgrade?

This is an opportunity for independent ISP's to tout their email service. BTW, KYISPA is planning on trying the shared email system. I hope it works for them, because it can reduce costs and provide redundancy. Email is the Number 1 reason that people have internet access. If you can't get this right - and I know it isn't a piece of cake - people will leave.

No comments: