RE: Unflattering comments about ISPs and DDOS

"reconfigure their mail programs to point at Comcast's
servers, and each phone call to the help desk costs $9."

And they couldn't spend say:

$1.00 per CD with a vb script or instructions on doing this

$100.00 (far fetched price) to have an interactive step-by-step flash
video created to show their customers

$1000.00 (far fetched price) to set up some VXML based number with a
"Press 1 to RTFM... Press 2 to RTFM again"

Even at an uber high charge (800/866 toll) of say $4.00 per call, they
could still implement the changes save tons of money, and tons of aspirin
when their headaches go away. Maybe someone here can draft up a
$10,000,000.00 pitch it to them become an instant millionaire and save
Comcast some money at the same time.

> "reconfigure their mail programs to point at Comcast's servers, and
> each phone call to the help desk costs $9."

And they couldn't spend say:

$1.00 per CD with a vb script or instructions on doing this

$100.00 (far fetched price) to have an interactive
step-by-step flash video created to show their customers

$1000.00 (far fetched price) to set up some VXML based number
with a "Press 1 to RTFM... Press 2 to RTFM again"

Even at an uber high charge (800/866 toll) of say $4.00 per
call, they could still implement the changes save tons of
money, and tons of aspirin when their headaches go away.
Maybe someone here can draft up a $10,000,000.00 pitch it to
them become an instant millionaire and save Comcast some
money at the same time.

Speaking as someone who has run a (admittedly small) help/support desk,
I can say in no uncertain terms that you would be astounded at the
number of customers who will ignore every single one of these solutions
and fight their way through to a live person simply because "that
couldn't possibly have anything to do with MY problem".

Not saying Comcast is right to not do it (though I'm also not saying
they SHOULD do it), but I am saying that their figures, while likely
somewhat inflated, probably aren't nearly as inflated as some might
think they are.

Or why don't they just create the $0 flash video or html step by step
instructions? Why doesn't the dummy series create "Comcast for
dummies", as they have for AOL users.

Even at an uber high charge (800/866 toll) of say $4.00 per call, they
could still implement the changes save tons of money, and tons of

aspirin

when their headaches go away. Maybe someone here can draft up a
$10,000,000.00 pitch it to them become an instant millionaire and save
Comcast some money at the same time.

Far cheaper to capture their http connection and put up
a page asking them if they use:

1. Normal mail - all email is sent via Comcast's mail
                 servers using software like Outlook,
                 Eudora and similar programs. For more
                 info click here.

2. Own mail server - all mail is sent using an in-house mail
                     server running software like sendmail,
                     Postfix, QMail, etc. For more info
                     click here.

They have to make a choice and click the SEND button in
order to free up their web browsing and there are links
to info pages that explain what this is all about and
how to configure their mail programs to play nicely.

People who choose choice number 2 can now be invited
to make sure that their mail servers are properly
configured etc. Whenever you need to solve this kind
of a problem involving lots of customers, you really
need to put a good techie and a good marketing person
together to brainstorm ideas. On their own, neither
can solve the problem.

--Michael Dillon