While Fractals of Change is about more than VoIP or even technology, you have to give Tom Evslin lots of room as he’s one smart cookie with experience, much learned at AT&T where he had WorldNet as his playground.
He picked up on my comments about his post. Now he’s gone deeper, telling a story or two along the way. Give it a read.
On the subject of customer service, I’m in the AOL VIP trial group. I had a question and called the VIP support team. They were off for the weekend. I guess VIP’s don’t work on the weekend at AOL.