[plug] Westnet

[James Elliott]

I would like to back up what Luke said with regard to Westnet and Windows vs
Linux.

My experience, when I set up Linux, was a good one - I rang the Westnet
Helpdesk and. not surprisingly, the technician could not help with Linux but
took down the details and got another technician, who was experienced in
Linux, to call me back.

After we got the modem, dial-up configuration, and e-mail sorted out and
everything was working fine, he did state Westnet policy to me in a "By the
way .... " and very polite way, when I asked him some more questions, and he
directed me to PLUG, which is why I am here.

I echo Luke's comments in saying that most of us are in business to make a
living and cannot always accommodate the slow moving stock items in a
general store or less popular O/S's in ISP-land, but Westnet certainly went
out of its way to help me and, if there was a demand, I am sure they would
be interested in looking at one of two Linux specialists to help others.

So instead of bagging them (which never achieves a positive result in my
experience) why not talk to them and offer a cooperative deal .... like we
will introduce more of our people to their service if they look after the
ISP type helpdesk queries and let PLUG  take care of more esoteric, non-ISP
matters?

James Elliott
Ravensthorpe Computers
ABN 34 305 232 710
Tel:   08 9838 1043
Fax:  08 9838 1049
Cell:  0428 39 6052
E-mail:  James.Elliott at wn.com.au
Australia Post:
PO Box 228, Ravensthorpe WA 6346
----- Original Message -----
From: "Luke Dudney" <plug at goa-trance.org>
To: <plug at plug.linux.org.au>
Sent: Sunday, May 12, 2002 12:18 PM
Subject: Re: [plug] OT ADSL Price & Service- compare Westnet / Eftel /
Arachnet/others?


> Craig Foster wrote:
>
> >Or from
> >http://www.westnet.com.au/support/faq/showquestion.asp?faq=14&fldAuto=103
> >
> >"Please note: While the WestNet Technical Support Team will endeavour to
> >assist WestNet members with any internet based issue, we are
unfortunately
> >unable to offer technical support for LINUX based systems."
> >
> >Does anyone from WestNet have an insider's POV, or is this the standard
> >disclaimer? (to cover when the two linux gurus have to sleep sometime)
> >
> >Just wondering before I call on Monday....
> >
> This is also in part an answer to Jacqueline McNally's post in
> <4.3.2.7.2.20020512085817.00baad80 at decisions-and-designs.com.au>.
>
> WestNet support staff are not specifically trained to deal with Linux
> issues (eg. they cannot help you set up Evolution or guide you through
> configuring diald to dial your connection).
> That said, they will not refuse to help you simply because you are using
> linux. If you're having general connection issues, your password isn't
> working etc then they'll help you to the best of their ability (of
> course this will not include stepping through your syslog to debug an
> LCP failure or whatever).
> You shouldn't expect to put through to a tech experienced with linux,
> however if your problem remains outstanding then it will be escalated to
> a senior tech who may or may not be able to help you out.
> I think that policy is pretty standard in the ISP industry.
>
> I don't think it's Windows vs. Linux issue.
> The decision to officially support certain software combinations boils
> down to popularity - how limited training resources can best be
> allocated to help the majority.
> If you were to use a non-standard dialler (ie. non-DUN) in Windows or
> some legacy mail program you need for work, you'd come across similar
> difficulties in getting official support from your ISP that you would
> using Linux.
>
> Added to this is the huge number or permutations of distributions /
> diallers / browsers / GUIs / etc available on a Linux system. Sure a
> helpdesk could decide on a specific subset of these to support
> officially, but then how many of your customers would you be helping?
> "The jack of all trades is master of none."
>
> Cheers
> Luke (a WestNet insider)
>
>
>