I wonder how much of it is pschological vs. real. For example, ever post to your customers about how you made an upgrade to something like your mail server, and then they start calling tech support and say things like "ever since you all upgraded the server, I can't connect fast". I often thought, if you told the customers all of them, that you were upgrading your modem code tonight, and wanted their feedback the following day,and you really didn't touch anything, I am betting 25% would say they connect faster, 25% would say they connect slower, and 50% would notice no change.........i'm telling you I believe in this :) Its like those customers who's modems report the DTE speed of 115,200, and when you fix them up, it only reports say 28800, yet they swear the connection is not as fast anymore. Well if a customer visually sees a v90 connect, and its a terrible connection, would they claim that connection was faster than a really solid v.34 connect? What I am getting at, is raw data and numbers are the best, rather than the more subjective data of customers opinions about their connections. On Sun, 17 Oct 1999, Greg Coffey wrote:
I've never had a customer call the v90 connection "unreliable" to the competition's Ascends. The feedback that I've got from customers is that they get better throughput and are not dissatified with the connects to the Ascends. They are using USR modems to dial and they connect consistently with Ascends at v90 rates, usually 40something. They never connect at v90 to our TC racks from the same location, using the same PC, software, phone lines, config, etc. I don't know the exact cause, they seem to be on the fringe of the v90 availability area. 3Com described it to me as a "bug" in the Ascend server firmware. All I know is that it has cost me customers in the past and continues to be an issue that I have no answer for when it comes up. I have gone to great lengths to explain to them what I have learned many months ago from 3Com but I don't think they believe me. Would you believe that 3Com/USR modems connect better to the competition than their own racks? Thankfully, it is a somewhat rare occurance and I only have to explain once or twice a month. I really don't know for sure to what extent it really occurs. I do know that I have lost customers over this and it continues to be an issue. I am getting tired of no news to update the situation though. I'm also afraid that it will harm our reputation if this continues as is. Word of mouth is still our best marketing and this will grow in significance with time.
At 11:15 AM 10/17/99 -0700, you wrote:
Ed writes...
. . . Let him know you are having the 3com V90 problems and you want it resolved. I think they believe it is a rare scenerio not effecting very many people. We told them it was more widespread than they knew... and that if 3com client modems connect to Ascends they should darn well connect to a 3com TC. No ifs ands or buts.
If modem X connects at an unreliable V.90 speed to an Ascend, and connects at a reliable v.34 rate to a 3com, that's a problem?
-- Aaron Nabil
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Thanks,
Greg Coffey, Visionary Communications V 307-234-5443 F 307-234-5446 ===================================================================== 100 N. Center St., Casper, WY 82601 WWW.VCN.COM
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----------------------------------------------------- Brian Feeny (BF304) signal@shreve.net 318-222-2638 x 109 http://www.shreve.net/~signal Network Administrator ShreveNet Inc. (ASN 11881) - To unsubscribe to usr-tc, send an email to "majordomo@xmission.com" with "unsubscribe usr-tc" in the body of the message. For information on digests or retrieving files and old messages send "help" to the same address. Do not use quotes in your message.