RE: [isp-bandwidth] Om Malik supports throttling, gets flamed [Cogent rant]

["James Dogopoulos" <James@dyni.net>]

Riiiiggghhtt.  My opinion doesn't matter, the customer is always wrong. 
This was what I got from them too. You're leaving out the 1000 other
business variables that occur. Such as needing to re-locate a port, or
increase commitments, add IP space, etc. etc. etc.

In my specific case I needed to temporarily suspend/relocate a port due to
reasons beyond my control. I made my case clearly, I was told they cannot
do this so I told them I would cancel and then let them know on the new
location.  I told them I'd pay for another month for not giving 30 days
notice.   I was told that my 1 year contract had just auto-renewed so I'd
be billed for the entire year.  They proceeded to invoice me, I tried
escalating, sending letters, nothing mattered.

So now I have been soured on ever recommending or using Cogent.  This is a
business fundamentals issue, proper thing to do in this situation would
have been to work with the customer in good faith on coming to a
resolution that benefits both.. instead, they chose to STICK IT OT ME,
lose me as a customer and acted like they didn't care.

Meanwhile I am now able to pick up a Cogent port in a new location
(actually two) and I would have been willing to increase my commitment
with them as well as I also mentioned previously to them before the
fiasco.

They are still trying to collect from me. Collection notice just received
a few days ago. :-)



> I don't get it...Cogent dealt with you in bad faith...It's 1 page
> billing.  You sign up for a service, we bill you..and you pay for the
> service.  If there are some other issues regarding something you were
> promised, then it should be in your contract and it must be honored.
>
> Rick...I'm sorry this happened to you. I'd like to know why your credit
> was refused...but if it was escalated, there probably isn't anything new
> I can suggest.  Good luck in your business.
>
> ADR
>
> -----Original Message-----
> From: James Dogopoulos [mailto:James@Dyni.net]
> Sent: Wednesday, April 30, 2008 3:52 PM
> To: isp-bandwidth@isp-bandwidth.com
> Subject: RE: [isp-bandwidth] Om Malik supports throttling, gets flamed
> [Cogent rant]
>
> Enough with random Cogent marketing/sales pitches here. Everybody on
> this
> list knows Cogent is there. I didn't mind your cheap bandwidth, sure it
> has some weird hiccups and little trouble-shooting ability or packet
> filtering/management for their customers. But hey, its cheap and
> generally
> works!
>
> Now, the problem comes with your billing and other customer
> service/management. Support did its job but in regards to their contract
> negotiations and billing I received bad faith dealing and was treated
> like
> crap and I'm not alone with this on this list. They dealt with me in bad
> faith.
>
> Commercial real estate is similar, slumlords treat their tenants like
> they
> are expendable because the landlords assume they can't afford to go
> anywhere better. This was the way I was treated by Cogent.
>
>
>
>
>> Cogent will not be one of them!  Cogent's competitors dislike Cogent
>> because we are ranked among the top ISPs in such a short period of
> time.
>> You can call us the Jeff Gordon of Telecom!
>>
>> Our services are not cheap....Yes, On-Net customers can get bandwidth
>> for $10/meg and that's because our entire network was developed for IP
>> traffic only.  Our competitors wish they had the financial flexibility
>> Cogent has!  Cogent is EBITDA and cash flow positive....
>>
>> Customers pay $1000 for 100meg and they get 100meg!
>>
>>
>> ADR
>>
>
>
>
> ___________

>  __________



> To unsubscribe via postal mail, please contact us at:
> Jupitermedia Corp.
> Attn: Discussion List Management
> 475 Park Avenue South
> New York, NY 10016
>
> Please include the email address which you have been contacted with.
>
> Copyright 2007 Jupitermedia Corporation All Rights Reserved.
>




> To unsubscribe via postal mail, please contact us at:
> Jupitermedia Corp.
> Attn: Discussion List Management
> 475 Park Avenue South
> New York, NY 10016
>
> Please include the email address which you have been contacted with.
>
> Copyright 2007 Jupitermedia Corporation All Rights Reserved.
>







To unsubscribe via postal mail, please contact us at:
Jupitermedia Corp.
Attn: Discussion List Management
475 Park Avenue South
New York, NY 10016

Please include the email address which you have been contacted with.

Copyright 2007 Jupitermedia Corporation All Rights Reserved.