🚀 go-pugleaf

Sysop (MarchHare@mome.apk.net) wrote:
: Lines: 19

: In article <mDsrxgiGkocI088yn@en.com>, ljduchez@en.com (Lou Duchez) wrote:
: >The other thing is, the guy who started this thread did indeed have a
: >desire to trash EN.

: I admit (and have admitted) taking a chance jumping in on this thread 
: that there was any validity to his statements.  While it is a danger
: inherent in newsgroups that you don't always know the other person or
: their intent, it also is a strength in that things are more in the 
: open.  Your response seems not only plausible but probable.

: John

The complaints are valid, but en has really, _really_ come quite a bit
since its inception. At its inception tech, admin, pr and billing was
all pretty much handled by one person: mike krause. As the link became
faster and the machines grew, and demand became more and more taxing
for mike, additional people were hired to help, including Sue Weiser,
Mike's half-brother Dan Crews, Dan Krause, John Hacker and others.. Of
those people, Dan, Dan and Sue are still with thje company, and John
continues to help out. During the adolescency of ExchangeNet I was put
on for tech support during the evenings. As a tech support peon, I
would sometimes take 40 to 50 calls a night, which I had to deal with
by myself. Often I would put in 2 or 3 extra hours a night and the job
of working tech support could be very stressful. Often, smaller
companies have considerable problems meeting the demands of a growing
client base in the first few years of the companies existance. You
problems and those of others are the problems of frustrated clients
who feel they have been miffed by overworked tech support staff.

I am however quite convinced that en.com is currently staffed well
enough to deal with just about any problem within a reasonable time
frame.

As a post script - I need to add that a good deal of the problems that
people would complain about in en.problems were often neither
exchange-net's or the user's fault but in fact problems with the
network itself (if you will remember, there were a great deal of
network outtages later on in the winter and in the early spring due to
storms, network upgrades and cut-overs leading to problems with
musical routers and broken fddis).. I feel that en.com did the most
they could as fast as they could without putting theirselves in the
red or effecting cost-to-consumer.


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