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Technology Stocks : Loral Space & Communications
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To: Kenneth B. Thiel who wrote (6116)5/11/1999 8:46:00 PM
From: JMD  Read Replies (2) of 10852
 
Kenneth, I see that RMiethe has responded to your question, but I thought to add this as a very 'real world' example to further buttress his point. When Hughes first brought their ISP satellite service to Joe User the result was an unmitigated disaster: it was hard to use, Hughes had a woefully undermanned service and support operation, customer service was a profane joke, pricing was high, you name it. Funny thing was: the technology worked well--too well. Some guys jumped on the 'all you can eat pricing' and started cramming gargantuan amounts of data through the system. Hughes responded with some lock down rules which hit ALL users rather than the system abusers.
I remember Valueman referred me to some internet thread that sprang up just to bad-mouth Hughes. Let me tell you folks were really upset as in: you couldn't print half the posts in a family newspaper. So, RMiethe is right on the money: it's all in the marketing and business plan that underpins customer service. There is no doubt whatever that birds can blast huge bandwidth at your roof top and mine--doesn't mean we'll be happy campers or that the business will prosper. Which reminds me--anybody have experience with the service at the present time? Seems I heard that Hughes had mended fences and had some good things going on in the second incarnation, but that may be just a pipe dream. Best, Mike Doyle
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