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Technology Stocks : AUTOHOME, Inc -- Ignore unavailable to you. Want to Upgrade?

To: RTev who wrote (9246)	5/8/1999 12:35:00 AM
From: Ted Schnur	Respond to of 29970

Rtev, My expertise is in the operational end of support services. The problem you are describing sounds more like a management problem then one that is forced upon USWest by the open-access rules. It is common for separate companies negotiate Service Level Agreements (SLA's) and/or Cooperative Service Agreements (CSA's) so that each company will act as agents of the other on behalf of the customer. In your case, the USWest ISV should have been able to establish a conference call with the USWest network operation to resolve the problem. Yet you have a very valid point. Regardless of what the corporate attorneys put down on paper, it's the attitude of the technical staff and first line managers that really counts. Athome.net and TCI.net have a very close working relationships, yet there is still a lot of finger pointing between TCI.net customer service center in Denver, the Athome support center in CA, and the TCI field technicians. Now if we add large ISP's like AOL into the mix, it would make USWest look like a very well run organization. Then again, if congress mandates open-access, you will just see customers switching between different ISP's every few months until they find one that can deal with the bureaucracy. Ted