[TriLUG] RR and pre-meeting subjects :

[Ben Pitzer]

Andy,

Look, here's the deal.  Have you ever worked in an ISP environment?  The
fact is that no matter how well you set something up, people will find a
way to break it.  Have you ever had an ISP that worked flawlessly?  I
sure as hell haven't, and I've worked for almost every one I've had to
date.  Look, we're not imcompetent.  In fact, I'm right now working with
some of the most competent, dedicated, and highly skilled folks I've
ever worked with.  We make the best of what we're given, which to be
honest, is pretty good.  However, if someone out there wants to leave
their mail relay open, well, there's not alot we can do about it right
away.  Our problem with this mail thing has not been us.  It's been
uninformed users who either violate their AUP, or else fail to properly
configure their servers to prevent external abuse.  As an ISP, there's
little we can do about it except scramble to respond when it happens. 
There have been other mitigating factors as well, all outside of our
realm of control, either as engineers, or as a company.

I'm risking my ass here by putting this on a list.  I want you folks to
know, however, that I'm willing to be a resource to you so long as it
doesn't get abused.  I am not front line tech support.  If you can't get
help from them, and they won't escalate you despite repeated calls,
emails, etc., then I'd be willing to listen.  But I am afraid that I
take a little offense to being alluded to as being incompetent by
someone who refuses to ask the facts before ranting.  I take my job very
seriously, and take quite alot of pride in it. I think that I and all my
coworkers do a very good job.  Front line tech support may not be at
your level of computing expertise, but they do not take care of RR's
mail servers.  I do.  Andy, I appreciate your frustration, but people
are much more willing to help out and make things better when you don't
make ignorant, uninformed statments.

Now, that being said, all flames back in my direction for this outburst
will be henceforth killed in queue, and I will not be responding to
them.  If you have a legitimate question, or can make civil replies,
I'll be happy to talk with you.  You can also find me on #trilug on the
irc.openprojects.net network most weekdays.

Regards,
Ben Pitzer
 
On Wed, 2002-06-12 at 23:18, Andrew C. Oliver wrote:
> Kevin - The Alchemist - Sonney wrote:
> 
> >Some quick notes :
> >- First up, before everyone gets their knickers into too big a twist,
> >I've just gotten word from a reliable source that the mail problems on
> >RR are pretty evil, but not their fault. Patience is required, and if
> >you ever meet a RR tech, buy him or her a tasty beverage.
> >  
> >
> After a year of regular problems, who cares WHAT the problem is?  I 
> don't care who's fault it is or
> what the reasons, their stuff doesn't work.  I don't give a large 
> rodant's posterior why or whose fault
> I pay some rediculous sum a month and they can't get it right.  Whether 
> its the little guy who needs
> permission to hug the server's fault or the fat cat sitting in the 
> window office who cares.
> 
> >- next up, I've not managed to get the donated airport configs cleared.
> >If someone would be so kind as to bring a OSX mac that can reconfigure
> >the beast, I'd greatly appreciate it. oh, Thanks again for the Airport
> >Roberto!
> >
> >- I'll have some really cool news at the meeting, and will forward it to
> >the list afterwords. But those of you at the meeting will get first dibs
> >at it *grin*
> >
> >  
> >
> 
> 
> 
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