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Comcast, Firefox, google, youtube

well, i;ve been following this thread, and it seems its big and it just
hit digg:

On Tue, 2006-09-26 at 15:49 -0400, Matt Shields wrote:
> You're right, level 1 tech is for weeding out the people who claim to
> know what they're talking about, and 99.99999% of the time most people
> fall into this situation.  And when my problem has been a "my service is
> down" I've opened a ticket and left it at that till it's fixed.  And I
> have been in their situation (a long time ago), but I'm not trying to be
> their friend, I'm trying to get a problem fixed.
> For the rare cases where it has been a system wide problem, I have
> forced my way to the right people to get the problem fixed faster.
> There's no sense explaining routing or other type of problems to a level
> 1 tech that's going to try to walk me through some flowchart script
> which doesn't apply to the problem I've called about.  Then having them
> open a ticket and wait for 100's or 1000's of other complaints to come
> in for the network or system engineers to finally look into the problem.
> Think of it this way, if there is a system wide problem I can do two
> things.  Either sit around and do nothing because it's not my company so
> why should I help them.  Or offer to help.  And when I have I've been
> thanked for me taking my time.
> Back in the day when I was at a local ISP (when most of the ISPs were
> local), we knew every other network and system admin in our area and
> called them when we knew of internet wide or Tier1 ISP wide problems and
> they called us.  Even though we were competitors.  Everyone helped each
> other out.
> Matthew Shields
> Sr Systems Administrator
> NameMedia, Inc.
> (P) 781-839-2828
> mshields at
> -----Original Message-----
> From: Matthew Valites [mailto:matthew.valites at] 
> Sent: Tuesday, September 26, 2006 3:26 PM
> To: Matt Shields
> Cc: markw at; Jeff Kinz; discuss at
> Subject: Re: Comcast, Firefox, google, youtube
> > Maybe it's just my attitude, but I won't put up with they're attitudes
> > or their policies of dealing with Tech Level 1.  In cases like this
> > where they are having a network wide problem and I'm trying to help
> them
> > I've always been escalated to the network team.  I also don't waste my
> > time trying to explain to them what I've found out, I make it very
> clear
> > that they are wasting everyone's time by not putting me in touch with
> > who they need to.
> >   
> Have you thought about from the tech's level?  Think of how many people 
> claim to know what they're talking about and ask to get escalated to the
> next level of support.  Most of the first tier support procedures are so
> simple that if you actually follow them, it won't take more than 5 
> minutes. 
> I've had support escalate problems to me because the client claimed they
> knew what they were talking about when in fact they didn't, and our 
> first or second line of support could have solved their problem easily.
> This actually just happened earlier this week.
> Tech Level 1 isn't meant to do anything more than filter out 95% of the 
> problems that people encounter. 
> ~Matt
Matthew Nicholson <sjoeboo at>
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