Ascend Archive
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Re: (ASCEND) Re: Net.Medic ain't very helpful
At 05:43 PM 8-11-97 -0700, Shiloh Costa wrote:
>
>Has anyone come up with any solid explanation as to why Net.Medic is
>not an accurate diagnostic tool? I briefly checked the program over,
>and it reports things that a normal user wouldn't even notice.
[snip]
>The real question is how to convince the user that they "helpful information"
>that Net.Medic provides really isn't very useful and it will not help to
>"cure" the network.
>
>Any ideas?
Usually, simply telling the customer that the program is not a valid
diagnostic tool, along with a quick lecture in the realities of network
routing and the programming of error messaging, will do. Even to most
novices, the messages tend to sound bogus. Once you affirm that they are,
it will usually end the situation.
If they're persistant, remind them that the program a) can only see things
from their end of the connection, which is not a good place to be looking
at it; b) is still not as smart as the system administrator who's actually
looking at the system monitors; and c) only costs a few bucks, while we've
got thousands invested in the hardware and the software that runs and
monitors it.
If they remain stubborn, look up their call record and ask them if they're
so smart, why couldn't they get their modem initialized two weeks ago? ;-)
If they get militant about it... Well, our TOS policy on e-mail
harrassment is pretty clear, and it applies to mail sent to the helpdesk.
If they like sending this stuff so much, they can send it to the helpdesk
of their next provider. :-)
Seriously, though: In my experience we've never had to ask more than once
to make this thing go away. It just keeps popping up in the hands of other
folks who don't know any better.
Marty Nix
mnix@ispalliance.net
ISPA Technical Support
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