A migration of all BigPond Support over to the Philippines was completed 
earlier this year. Lovely people, though, and I absolutely agree with your 
sentiments, David.  In so many cases the caller hears an accent and preempts 
their 'bad customer service' experience by behaving in a hostile manner.

With that said technical support can be tricky enough to provide over the 
phone even in your native language. Throw nuance into the mix and there's 
definite cause for some frustrating scenarios!

Matthew


----- Original Message ----- 
From: "David Goldstein" <goldstein_david&#167;yahoo.com.au>
To: ".au DNS Discussion List" <dns&#167;dotau.org>
Sent: Friday, November 20, 2009 3:16 PM
Subject: Re: [DNS] Telstra DNS redirection


> What bollocks Tony.
>
> Having been a BigPond customer for around 3 years after I left iiNet due 
> to their hopeless customer service I can only say whenever I have reason 
> to call BigPond/Telstra I normally get Australian sounding people and get 
> spoken to quite quickly. Just because someone has an accent doesn't mean 
> we need to get racist and assume they are in another country.
>
> Sure, I get infuriated often enough, but it's what one expects from big 
> business.
>
> As for the service, being a cable customer I rarely have outrages and can 
> only say the service is excellent. Yes, it's more expensive than some, but 
> I stay for the perceived reliability and prompt customer service.
>
> Some people just love to whinge... actually, Australians are probably 
> world champions at it.
>
> David
>
>
>
> ----- Original Message ----
> From: Tony Owen <tony&#167;seol.net.au>
> To: .au DNS Discussion List <dns&#167;dotau.org>
> Sent: Fri, 20 November, 2009 2:36:45 PM
> Subject: Re: [DNS] Telstra DNS redirection
>
> I'm probably speaking out of turn here, but Bigpond are in a unique 
> situation ...
>
> I have asked the following questions of some Bigpond users, and below 
> represents loosely their responses:
>
> Q: Do you believe you get great pricing?
> A: Probably not.
>
> Q: Do you get a great service?
> A: Not sure
>
> Q: Do you get good support?
> A: Laugh: from India ?
>
> So, broadly .. I really don't think they will mind.
>
>
>
> ----- Original Message ----- From: "Brett Fenton" 
> <brett.fenton&#167;netregistry.com.au>
> To: ".au DNS Discussion List" <dns&#167;dotau.org>
> Sent: Friday, November 20, 2009 1:55 PM
> Subject: Re: [DNS] Telstra DNS redirection
>
>
>> Hi,
>>
>> Like I think I was correctly quoted as saying.
>>
>> A small number of technical people are going to be upset about this. The 
>> rest
>> of the world is going to be indifferent/ignorant.
>>
>> I think that's where we are at. I'm happy to be swayed, but I'm being
>> agnostic, I need to see some real damage in the real world - Telsra 
>> beaking
>> their own service doesn't count!
>>
>> Past that it's an emotive issue (obviously) those passionately against it 
>> are
>> vocal. As I've also said I'm indifferent, I don't think it's good or bad. 
>> So
>> it's a bit pointless me debating with people who are pretty passionate 
>> about
>> it.
>>
>>> Hi Brett,
>>>
>>> On Fri, Nov 20, 2009 at 2:11 AM, Brett Fenton
>>>
>>> <brett.fenton&#167;netregistry.com.au> wrote:
>>> > Rather than give me a list of hypothetical potential issues, this type 
>>> >  > of
>>> > service has been launched in other markets, Telstra unsuprisingly > 
>>> > aren't
>>> > the first. Are there any real world incidents that are documented that
>>> > show this as being a problem.
>>>
>>> http://www.computerworld.com.au/article/317356/telstra_internet_outage_poin
>>> ts_dns_failure
>>>
>>> How about when they deployed it?
>>>
>>> If they screwed up deployment so badly, why would upgrades be any
>>>  different?
>>>
>>> It is fairly late / early morning where I am (depending on your point
>>> of view), but I'll respond to the
>>>
>>> > I googled for 30 minutes and couldn't come up with anything.
>>>
>>> I googled for 3 minutes but I was not able to determine whom the
>>> technology provider in this case is -- if you were, then I am sure I
>>> can follow the deployed locations to find other instances of problems
>>> occurring in the real world.
>>>
>>> Anand
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