What’s obvious from notes from Christopher Ogg and Dan James is that I could have probably skipped the queue, phoned Kevin at home, and got at my email last night, therein avoid the customer service assault.
Perhaps next time Island Tel loses its DNS, or has routing problems, I will call Stephen Wetmore and test Christopher’s hypothesis (which I have a feeling is completely correct).
It seems that Kevin’s intrinsic understanding of how customer service works broke down last night largely because of outsourcing issues. This goes to a point that I raise time and time again, which is don’t outsource your customer service. Customer service is what an ISP is about. Technical issues don’t matter. Bandwidth doesn’t matter. Customer service is an ISP’s product, not bandwidth.