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Technology Stocks : Cisco Systems, Inc. (CSCO) -- Ignore unavailable to you. Want to Upgrade?

To: Techplayer who wrote (27701)	8/17/1999 9:36:00 PM
From: JRH	Read Replies (3) \| Respond to of 77400

Hi Brian: It is understandable that this was probably not only LU's fault, but the fact that LU is pointing the finger back at the MCI people, even if it is true, shows that they are not following "the customer is always right" mentality that Cisco used and continues to use with the AT&T network and others. As soon as Cisco found out about the equipment problem they had, they immediately accepted complete responsibility for the problem, whether it was a process problem or not. I think that lifted a huge load off of AT&T's back. I wish that LU would have done the same, even if it wasn't their fault!! And I believe that it was pretty weak of Ebbers to point fingers. This is what happens when neither party wants to accept the responsibility... BWDIK, Justin

To: Techplayer who wrote (27701)	8/17/1999 9:54:00 PM
From: DownSouth	Read Replies (1) \| Respond to of 77400

briand, no doubt WCOM has some blame in this, just as my customers almost always do. But would I say to the customer that its a procedural problem not a software problem? Hell no. There were LU people on site during the upgrade and troubleshooting, according to the reports. If there is a procedural problem, it may be a documentation problem or an installation project management problem. "It don't matter". It is my software. It's broke. I'll take the blame. I'll fix it. And I will document what went wrong and be sure "it don't happen agin". Whatever you do, don't make the customer look bad!!!!