North American Network Operators Group|
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RE: Sprint violations
At 16:36 9/22/95, Mathew Lodge wrote: >Well, no, actually. Customers don't care who's fault it is -- as far as >they're concerned, it's broken. I had a similar situation impressed on me >today: one of our customers wants to send e-mail with MIME attachments to >one of his customers who has a CompuServe account. The attachments never >make it through the CompuServe e-mail gateway. > >Now, we know that this is not a problem with our TCP/IP network and SMTP >implementation -- it's a problem at the CompuServe end. The customer knows >nothing about e-mail gateways, and nor does he care. As far as he's >concered, it doesn't work. And Omnes, as his solutions provider, had better >fix it. > >I still haven't worked out how to appease this particular individual: but >my point is that customers dislike "finger pointing" when it comes to >resolving a problem. It won't wash. There is NO problem sending MIME Email with attachments to Compuserve accounts (I do it all the time). The only requirement (until Compuserve rolls out their promised MIME-Aware Gateway and support) is that the user must save the message as a Text File and then pass it through Mpack to do the actual MIME Extraction. If the customer needs handholding, pass him/her my Email address and I'll provide Step-by-Step instructions (for both the sender and recipient).