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Re: Stop Wcom and SPRINT from merging... customer service nightmare... (Snyder article)
From: Mufti Ahmed <Mufti.Ahmed () reuters com>
Date: Tue, 27 Jun 2000 13:52:49 -0400

The papers for my ISP connection to UUnet was signed just over 3 Months ago
and they haven't installed the circuit.  Customer Service

You Want to know whats really surprising ; i asked them to BGP peer
TWO WEEKS AGO and there reply was i am the first out of the thousands of clients
that they have to ask for this. I thought when i asked two weeks ago the i was
one of
the last people to ask for this. Then they claim that it might be some kind of
Then they were claiming that they might change their routing infrastructure with
different vendors' routers. Routers are Routers and Switches are Switches.

I don't know about you guys but BGP authentication and BGP4 has pretty much
a standard for the last 4-5 years.

I need to ask the nanog group in general; i'm not sure if this question is more
obvious than not but do normal people out there for example BIG Brokerage
firms have route Authentication for BGP Peering or is this a new thing? I'm not
sure where to stand on this...

Mufti Nayeem Ahmed
Network Systems Engineer
Market Data Networks
Reuters America Inc.

Ehud Gavron <GAVRON () ACES COM> on 06/27/2000 10:42:01 AM

To:   nanog () merit edu
cc:   GAVRON () ACES COM (bcc: Mufti Ahmed/NYC/US/Reuters)
Subject:  Stop Wcom and SPRINT from merging... customer service nightmare...
      (Snyder article)

http://www.nwfusion.com/columnists/2000/0626snyder.html :
MCIWorldCom should finish what's already on its plateBy Bottom Line . Joel

Network World, 06/26/00MCIWorldCom is continuing to push hard for its merger
with Sprint, now offering to dispose of one of the Internet's unappreciated
jewels, Sprint's Internet business. All this is in the name of competition,
since WorldCom would presumably control more or less all the packets, phone
calls and fiber optics in the world if no one was watching.

I have one request to make of the regulators in Brussels and Washington: Please,
please, please, don't let WorldCom and Sprint merge. My plea has nothing to do
with competition; it has everything to do with customer service. In his
insatiable quest to beat Bill Gates and Larry Ellison to become the richest
technodude in North America, WorldCom CEO Bernie Ebbers has forgotten those poor
people who actually made him rich -the customers.

Since the megamonolithic-monstrosity of WorldCom was created, service has gone
to hell. Nothing can be done in real time; nobody is empowered to solve
problems. Oh, and prices have gone up. Way up.

All WorldCom has brought to the table is an enormous cadre of obsequious
customer service reps ("I'm terribly sorry you had to hold, sir"), manning the
phones 24 hours a day, who don't seem to be able to do anything.

As a customer of the new, improved, WorldCom, my company hasn't seen the
benefits of consolidation. One bill for all services? That would be OK if the
bill were correct. But when WorldCom acquired Brooks Fiber in 1998, errors were
made in moving the billing data from one system to another. We've been
complaining about it for 20 months, and WorldCom still hasn't figured it out.

One contact for sales? Sounds great, but the benefits escape us. Line installs
and deinstalls now have to move through the WorldCom bureaucracy, and a
six-month delay to do anything is average.

One company for all your needs? That would be wonderful if it were really one
company. In March we ordered a circuit from UUNET, WorldCom's Internet service
provider division, and had every expectation that it would be installed within
30 days. The official UUNET service-level agreement (SLA) is 40 business days.
We're still waiting for that line to be installed - they blew the SLA a long
time ago. Meanwhile, the UUNET techs are trying to figure out a way to make the
combined fiber networks of UUNET, MCI, MFS and WorldCom stretch from Tucson to

Sprint customers, beware! Inside WorldCom there are pockets of excellence,
people who know their stuff and make the network run. But the bureaucratic
monstrosity smothering them makes WorldCom a darn hard company to do business

Will things get better? Perhaps. WorldCom certainly can't continue to do
business this way. As long-term contracts begin to end, customers will search
for other suppliers. The end result, today, is that WorldCom hasn't been able to
completely merge the companies it already has. And now it's hungry for more?
Someone should tell Bernie Ebbers he can't have dessert until he finishes his

Snyder, a Network World Test Alliance partner, is a senior partner at Opus One
in Tucson, Ariz. He can be reached at Joel.Snyder () opus1 com 

Copyright 2000 Network World, Inc. All rights reserved

Sent by: Joel Snyder - mailto:jms () opus1 com

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