I understand your frustration. I too had my private e-mail blocked by
a large ISP (who also happened to be my employer at the time!)due to
an open relay issue from another person using the same web hosting as
myself.
Even with me working for the ISP, and knowing the protocols and
procedures to handle such things (in this case, the ISP expects to
hear from the admin running the banned mail server) it did no good in
speeding things up, due to the fact that the webhosting co was slow to
straighten things out.
I can certainly relate to the frustration of being given the run
around by the people that answer the phones... I have been on both
ends of that situation and let me tell you it's no fun on either side.
What most people don't realize is that when you call for customer
support, the people answering the phone are usually VERY limited on
what they can do. In fact, 99% of the time their supervisors can't do
much either. When people used to try and escalate a call on me, I
would simply tell them "My supervisor is in charge of ordering chairs,
passing out headsets, and making sure I am here on time, he/she is in
no more of a position to help you with this than I am." It never makes
people happy to hear "no" when they ask to speak to a supervisor, but
trust me, it's far worse for the operator to have to ask their
supervisor to come to the phone, knowing that the customer is asking
for something impossible for them to give. Back when I was on the
phones, we used to actually get into serious trouble if we weren't
able to de-escalate a call.
Most likely in this case, Dan probably couldn't give the contact
information for data center security team because he probably doesn't
have access to that information. And if he does, and would not give it
to you, it is probably because he'd risk loosing his job if he did,
and the same could be probably said for any of his supervisors.
Even though situations like this affect many, unless your verizion, or
the appropriate person at the other isp, your out of the loop and
neither party will usually deal with you directly on this matter.
And when it comes to executives, that is kind of a broad and vauge
description.
There are executives that work in all different areas. Regardless,
even if you got a hold of lets say, an Operations Security Executive,
or someone similiar, at the executive level, they usually know about
as much as Dan would. Someone once told me that "in the IT world,
executives only know what is above them, not what is below them."
However, you might try contacting their legal department, but if they
are like most big companies, the legal department usually wont speak
to you directly, and will instead ask your lawyer to call them.
Best of luck to you in getting this straightened out!
chellphill-ga |
