4 Jul 2002
(updated 4 Jul 2002 at 02:12 UTC) »
I guess I'm naive. For some reason I assumed that, with the current
tech slowdown, there would be both a glut of at least reasonably
talented people needing work, and a new commitment on the part
of companies to keep the customers they have, and win new ones.
So why, then, has service in every segment of the tech industry (that
I'm a customer of) begun to suck so badly? Is it really that companies don't have enough money to provide decent customer service any more? Or are people just too stunned and depressed to care?
I bring this up as I wait for the second day for someone at
my ISP to clean out the /var partition on my hosting server:
since that partition filled up sometime early yesterday morning major
chunks of my site no longer work: I can't ssh into the box (I have a
session still running from before the disk filled, which is how I know
what's going on), various parts of my pages, like counters, no longer
work, and anyone trying to send email to my mailing lists gets it
rejected with an error about "insufficient resources". I've filed
numerous cases with no response at all, and now even that doesn't work.
How hard is it to delete some log files? If it comes to that, how hard
is it to install some trivial scripts to proactively email the admins when a system
disk is getting full?
And as bad as that is, I don't even want to get into the experiences
my wife has had with her new Treo--she loves the Treo, but the customer
service for everything ranging from the rebate offer to the email
account to the phone service has been a nightmare.
So, what is it? Are companies broke? Did they fire anyone who knew
anything? Are employees too depressed to care? I always used to assume
bad customer service was due to record low unemployment--but now there
are people who need work, and companies who need customers, and yet the
customer service seems worse than ever.