Looking around to find a new Internet home
Article Abstract:
Dissatisfied customers are searching for new Internet access providers but are finding it ever more difficult to receive satisfactory service. Access providers have become arrogant, turning away the customers they eagerly courted two years earlier. In one example, access provider Pipeline refuses to sign up inexperienced users, claiming that they require too much support. At the other extreme, Netcom On-Line Communications will not provide telephone customer support to experienced users with Unix shell accounts. Instead, in a tactic designed to promote a more expensive service, it requires these account holders to submit questions via E-mail and wait weeks for a reply. When searching for the best access provider, users should elicit advice from friends, asking whether they often receive busy signals when from their providers, whether the help desk offers good advice and if telephone support is available and offered at convenient times.
Publication Name: The New York Times
Subject: Business, general
ISSN: 0362-4331
Year: 1996
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Netcom to seek profitable niche: Internet access just for business
Article Abstract:
Netcom On-Line Communications Services announced that it will gradually discontinue its flat rate pricing in favor of developing higher-priced services for business customers. Netcom, one of the largest domestic Internet access providers, started the trend in 1993 when it offered unlimited access for $19.95 per month. Netcom, as well as the many providers which followed its example, discovered that the flat rate undermined service, leading to more busy signals and slower connections. Netcom Chmn and CEO David W. Garrison said the company will focus on business customers who are willing to pay higher prices for guaranteed access, responsive customer support and customized services. Compuserve and Psinet have made similar announcements. Garrison predicted that the change in focus will result in a 40% to 50% growth rate in 1997. Netcom's 1996 growth rate was 300%.
Publication Name: The New York Times
Subject: Business, general
ISSN: 0362-4331
Year: 1996
User Contributions:
Comment about this article or add new information about this topic:
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