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« Incompetence Considered Harmful | Main| Another of Domino's magic numbers : 42220 »

Customer Service

I got a number of bounced email that were apparently send by a virus infected PC. Since the mail header reveals the IP (and ISP) where it came from, it's a matter of courtesy to forward the message to abuse@isp. Hurray, the ISP made VERY sure that they are not bothered by such messages!

Dear Stephan H. Wissel,

Emails sent directly to our mailbox are no longer attended to with
immediate effect.  Please use the online form at
http://www.singnet.com.sg/tou/misc/ia_incidentreport.asp to submit your
Internet Abuse Incident Report.

For more information on Internet Security, please visit our website at
http://www.singnet.com.sg/tou/security.asp

We wish you a pleasant day ahead!


Yours sincerely,

SingNet Internet Security Team
(this is a system automated reply)

SingNet Homepage - http://www.singnet.com.sg
Internet Security - http://www.singnet.com.sg/tou/security.asp

I checked the online form.To make it more fun for users:
1) one incident per form
2) request to cut & past email headers & text

Speak after me: Customers need service!
 

Comments

Gravatar Image1 - Check out Spamcop, http://www.spamcop.net/
They have a free reporting service and DNS blacklist. If more submit spams, the faster the spammers will get blacklisted!

Gravatar Image2 - read: we know our customers are infected by viruses but we're not going to help them! that ain't our job!

Gravatar Image3 - Hi Johan,
I'm aware of Spamcop. Since it's a Dialup/ADSL connection it is already listed as a non-static IP, thus can be blocked easily.
What infuriated me: I want to tell my ISP, that a fellow customer needs help or at least be alerted to take care of the infected machine thus removing the need for blocking. But they make it difficult. abuse@isp is common practise and it is a shame that they don't care. Making a wild guess it would conclude, that a process got optimized ("Isn't it better to have the reports directly in a structured database?") and quality of service got forgotten.
stw

Gravatar Image4 - I fully agree with you! Too bad that that kind of service is neglected in many companies.

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