Quote:
Originally Posted by Sephiroth
There you have it. Sod the customer's perception and long live non-transparency.
You're from the support side, I'm from the customer side (in this case).
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I'm from the 'been there, done that' side. Ever dealt with things like this or indeed worked for a large consumer ISP in operations or development? This is not an enterprise environment where each customer is paying huge amounts of money and demands individual attention.
Engaging every customer brings little value but involves a lot of extra time. This is a network trial, not a customer trial, it just requires the involvement of customers to work properly.
And again, apart from the tiny % of customers who are nerds, customers simply don't care. They just go 'Ooooh shiny' and carry on using their connections to up/download their porn, send and receive their email and browse their web pages.
Virgin Media is a high volume, mass market, low attention service. If customers want more attention and information than they might get from Virgin Media, Talk Talk, BT, Sky, etc, they have other options. It should of course be noted that these other options tend to be
considerably more expensive.
Customer perception is not a part of these trials. Where it is required customers have the Samknows kit or have been directly engaged. It's purely about the networks.