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This story was told to me second-hand by a CW that used to answer tech support calls for a Satellite ISP who is now with us.
This ISP has something called a "Fair Access Policy," or FAP. Basically, it's a limit to how much you can download per month before they throttle you down to near dial-up speed for a couple of days (or a week, if you violate the FAP twice in a row).
First, the SC called to lodge a complaint about being throttled:
SC: I demand you raise my speed back to what I signed up for! I need the speed for the business files I download and send for my job and this is really hurting me!
Note: CW said she had a residential service, not a business service.
CW: You signed up for our service per terms and conditions. Per terms if you go over the limit and violate the FAP, your speed is reduced.
SC: How was I supposed to know that? Not everybody reads the fine print!
CW: Ma'am I'm sorry but until the 48 hour limit has passed you speed will stay at the throttled level.
SC: Your service sucks! I'm going to have to go into the city and to the library just because you feel I'm downloading too much. I paid for this!
CW: When you signed up one of things you agreed to was the FAP. There is nothing I can do other than tell you your speed will be restored in 48 hours.
SC: Goodbye!
*Click.*
Then, my CW gets the same SC again a couple of days later and apparently, she got into a car accident while going to the library....
SC: Thanks to your stupid policy of slowing me down I had to go to the library and on the way there I got into a wreck!
CW: I'm sorry to hear that....
SC: Sorry doesn't cut it! I want you to reimburse me for the damage to my car and my medical bills!
CW: Excuse me?
SC: You heard that right! If you didn't slow me down to nothing I would not have had to go to the library and I wouldn't have gotten into an accident!
CW: We can't do that, ma'am.
SC: WHY THE HELL NOT?!
CW: You violated the terms of service. After that, if you want to explore other outside avenues to get online quicker and something happens, that is out of our responsibility
SC: You are responsible when your policy directly led to me getting into an accident!
CW: You CHOSE to go the library on your own accord, ma'am. That is not something we can control.
SC: AGAIN IF YOU DIDN'T SLOW ME DOWN DUE TO YOUR RIDICULOUS POLICY I WOULD NOT HAVE HAD AN ACCIDENT! I WANT TO ESCALATE THIS NOW!
So, CW gleefully escalates the call. She said the escalation team told her she violated the terms of service and that's it, anything else afterward was not their problem. My CW said that she didn't bother checking what happened after that, because she had enough of her after dealing with her twice.
This ISP has something called a "Fair Access Policy," or FAP. Basically, it's a limit to how much you can download per month before they throttle you down to near dial-up speed for a couple of days (or a week, if you violate the FAP twice in a row).
First, the SC called to lodge a complaint about being throttled:
SC: I demand you raise my speed back to what I signed up for! I need the speed for the business files I download and send for my job and this is really hurting me!
Note: CW said she had a residential service, not a business service.
CW: You signed up for our service per terms and conditions. Per terms if you go over the limit and violate the FAP, your speed is reduced.
SC: How was I supposed to know that? Not everybody reads the fine print!
CW: Ma'am I'm sorry but until the 48 hour limit has passed you speed will stay at the throttled level.
SC: Your service sucks! I'm going to have to go into the city and to the library just because you feel I'm downloading too much. I paid for this!
CW: When you signed up one of things you agreed to was the FAP. There is nothing I can do other than tell you your speed will be restored in 48 hours.
SC: Goodbye!
*Click.*
Then, my CW gets the same SC again a couple of days later and apparently, she got into a car accident while going to the library....
SC: Thanks to your stupid policy of slowing me down I had to go to the library and on the way there I got into a wreck!
CW: I'm sorry to hear that....
SC: Sorry doesn't cut it! I want you to reimburse me for the damage to my car and my medical bills!
CW: Excuse me?
SC: You heard that right! If you didn't slow me down to nothing I would not have had to go to the library and I wouldn't have gotten into an accident!
CW: We can't do that, ma'am.
SC: WHY THE HELL NOT?!
CW: You violated the terms of service. After that, if you want to explore other outside avenues to get online quicker and something happens, that is out of our responsibility
SC: You are responsible when your policy directly led to me getting into an accident!
CW: You CHOSE to go the library on your own accord, ma'am. That is not something we can control.
SC: AGAIN IF YOU DIDN'T SLOW ME DOWN DUE TO YOUR RIDICULOUS POLICY I WOULD NOT HAVE HAD AN ACCIDENT! I WANT TO ESCALATE THIS NOW!
So, CW gleefully escalates the call. She said the escalation team told her she violated the terms of service and that's it, anything else afterward was not their problem. My CW said that she didn't bother checking what happened after that, because she had enough of her after dealing with her twice.
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