Speakeasy Upgrade Progress
posted in Business, Technology |I thought I’d share a few interesting notes on the progress of my Speakeasy DSL upgrade. First, Speakeasy is doing an impressive thing where every day they send me an email with the current status of my order. This email has a set of checked off steps, but it also have the complete details of every communication between Speakeasy (ISP), Covad (DSL line provider), and Qwest (line infrastructure). Its an interesting way to approach the issue of having three vendors that don’t always see eye to eye. Speakeasy is still the main touch point with the customer, so even if they can’t always control their vendors, they can at least provide full visibility of what is going on. I’m impressed.
Also, they emailed me today to double check on the install date to make sure that I’ll be home. It turns out I need to take care of some aircraft maintenance that day so I asked to reschedule. They said that the next install date was 2 weeks out, but hey, can you do this Friday? Again, very impressive, both that they made sure they were in touch, and also that they did it through email (which is by far my preferred mode of communication).
A bit later I was wondering if they were going to have time to ship me the DSL-modem. I was about to email the guy back when I got my daily status update and I see from the notes in it that they realized the issue and are going to make sure that the guy who comes out Friday brings one with him. So far today Speakeasy is 3 for 3…