[AuckLUG] Re: Dialup problem with dialup to Xtra

[Mark Foster]

> On Sat, 17 Mar 2007 15:13:14 +1300, "Tobias Gerschner" <tobias.gerschner at gmail.com> wrote:
>> 2007/3/17, aucklug-request at linux.net.nz <aucklug-request at linux.net.nz>:
>>> Has anyone had problems in the last 24 hours with Xtra dialups
>>>
>>> Specifically a friend of mine with a SuSE Linux laptop now gets a 2nd
>>> prompt saying Login/Network User: which causes his program to interpret
>>> this as a further login: request. The ISP then says that the CLI wants a
>>> keyword: LOGIN NETWROK PPP.
>>>
>>> His setup worked fine up till yesterday.
>>>
>>> Our attempts to use the Xtra helpline 0800 253 878 then 2 then 2
>>> resulted in an Alice in Wonderland conversation with an Oriental
>>> gentleman whoses first reaction was "We don't support Linux".
>>
>> Hi,
>>
>> that's a shame. IMHO this reaction shows the complete incompetence of
>> this helpline. I do not expect any helpline to support Linux and know
>> all the different ways of configuring a connection. But they should be
>> competent enough to divide the technical login procedure from an user
>> interface.
>
> Xtra uses underpaid scriptmonkeys for their frontline "support". They only make around 30 grand or so, maybe less. Staff turnover is something like 20-40%. And from what I have heard if they devait from the script, namely using independent thought, which is what would be required to support M$/MacOS, their ass is out the door. So there is no surprise that Xtra's victims don't get decent support.
>

You're exactly right.  Out of the hundred-plus? people doing tech support 
for Xtra only about 20% are given permission to use their noses.  And they 
don't take dialup calls.

But 'we don't support Linux' is entirely normal for most helpdesks, Xtra 
or not.  Until Linux achieves greater desktop penetration, especially 
amongst the 'newbie' category of user who are likely to use a helpdesk 
more often than those with a bit of cloo, I doubt that'll change either.

Mark.