Thank you all for your responses to my
letter regarding the extension
of our contract for Internet service on
military installations within
AAFES PACRIM. Only three percent
of our customers requested that we
resolicit at this time. Based on
the fact that 97 percent of our
Internet customers want us to continue
with AT&T Jens, we are
proceeding in that direction.
[Webmaster's note: If you read www.gorio.com/discuss/, then you know that people have already voiced concerns regarding Mr. Pelphrey's statement regarding "97 percent of our internet customers want us to continue with AT&T Jens." Very misleading, Mr. Pelphrey. You mean you got back 100% feedback from ALL of Jens' customers?? And only 3% were for resolitictating? Or do you mean that 97% of the people responding wanted us to continue your contract with Jens? I think you took those who did not answer regarding the extension and heap them in the "continue" category. What manipulation.]
You brought several areas of concern to
my attention. We have been
working on many of these concerns, but
your comments were very helpful
in directing us in where we should focus
our efforts to improve the
areas of service most important to you.
I would like to address the
questions that were commonly asked.
Q: WHY DON'T YOU PROVIDE UNLIMITED ACCESS?
A: When AT&T Internet Access Service
was initially launched, our
customers received unlimited
access. However, due to a combination
of factors, including 1)
a small number of customers remaining
logged on to the network
for 24 hours a day, seven days a week, and
2) high demand for limited
infrastructure resources, we determined
that we needed to develop
an alternate plan. The result, Value
Base Pricing, allowed us
to serve more customers without taxing the
network or the available
resources. It also allowed a majority of
our customers to reduce their
expenses. The bottom line, however,
is that the infrastructure
does not allow high-demand, unlimited
access. Although there
are other Internet services available that
do offer unlimited access,
they do not offer customers toll-free
connections.
[Webmaster's note:
1) A small number of
customers remained logged on to the network for 24 hours a day.....and
you punish the whole contingent of servicemembers and their families by
going the non-flatrate route. I think you guys were just thinking
of fattening your wallets with dead presidents. Come up with some
legalese for your customers stating that they CANNOT maintain a "permanent
connect." Also, come up with some software that boots people off
at a set time, to get rid of idle accounts logged on for 24 hours a day.....any
ISP worth it's salt has software like that, except AT&T Jens.
2) The value base pricing scheme sucks. You are monopolizing us because you know you are vital to our needs to link with the internet at a price where we won't have to donate an extremity. You know you can get the highest amount of money from us since you are the only ISP within Japan that will support servicemembers without making them pay a toll. BTW, we ARE paying a toll.....the toll is $30/month for 90 hours. It all adds up to the same crap. Ordinarilly, I wouldn't complain, since not paying a toll is a very good deal, but we are still limited to 90 hours, and the customer service is in a vacuum.]
Q: WHY DOESN'T THE SYSTEM SUPPORT 56K?
A: There are a limited number of lines
available that support 56K and,
unfortunately, we do not
have a sufficient number of T-1 lines on
most installations to expand.
We have implemented alternative
solutions that include the
use of analog lines, but these analog
lines do not support 56K
connections. Please keep in mind that
factors such as your modem,
base telephone lines, and the port you
connect to will also affect
your connection speed.
[Webmaster's note: I've kept in mind that my modem, what port I connect to, and the base phone lines dictate what type of connect I will have. But, 80% of the time, I'm at either 19kbps or 28.8kbps. Every planet and star alignment, I get 31.2kbps. Sounds abnormal to me. It's ridiculous that the internet standard is now 56K and you guys cannot support it. Please don't give us the excuse that you're doing the best you can with the equipment you have in a foreign country. Japan is NOT a 3rd-world country. It's a country that creates leading technology.]
Q: WHY AREN'T PRICES COMPETITIVE WITH CONUS?
A: The costs of providing Internet access
in an overseas environment
are substantially higher
than in CONUS. Costs to transport data
from one country to another
are much higher than the costs of
transporting data within
the same country. In addition, there are
the costs of providing you
toll-free access, procuring and
installing the same sets
of equipment at multiple sites, leasing
telephone lines, and maintaining
and upgrading the system.
[Webmaster's note: Why is it high? Give us numbers. Why is the cost higher here when you are pushing raw data across phone lines they same way you do in the states? I assume it's the same as the U.S. Why would data transfer be any different here? In addition, you are providing us toll-free access, but at the slow rate of data transfer, we use up our 90 hrs a whole lot quicker. You claim you upgrade the system also. Like what? You surely do not upgrade your lines.....you said that yourself in the above paragraph. No support for 56K. You can buy analog lines but they don't support 56K.....uhmmm....ok.]
Q: WHY CAN'T I VERIFY MY USAGE?
A: AT&T Jens is currently developing
the program that will allow you
to verify your usage.
When this program is available, tentatively
scheduled for the end of
April, you will be notified of its
availability and how to access
it.
[Webmaster's note: MESSAGE TO THE MASSES, you can use netMedic, by Vital Signs. It is shareware that can be upgraded to fullware. I use it to monitor my internet time usage.]
Q: WHY DO I HAVE TO GO IN TO THE SHOP TO
PAY MY BILL?
A: You have the option of mailing your
payments in to AT&T. In the
fall of last year, AAFES
and AT&T Jens managers worked to
coordinate mail-in sites.
Please contact your local Surf Shop or
Personal Telecommunications
Center for the address:
Kadena Air Base 632-7657
Misawa Air Base 222-8180
Yokota Air Base 225-4164
Camp Zama 263-7868
Osan Air Base 784-1894
Kunsan Air Base 782-7392
[Webmaster's note: If I'm not mistaken, bills can be paid by credit card also.]
Q: WHEN ARE WE GOING TO GET A PERSONAL
WEB PAGE?
A: AT&T has been working on this,
and we hope to have it available
within 60 to 90 days.
[Webmaster's note: My advice, don't waste your time with AT&T Jens' web page service. If they leave you high and dry when it comes to customer service, then how do you think they'll leave you when you have page problems? If you have an extensive page like I do, you will be pissed when something goes wrong with your pages and can't access them through some fault of Jens'. There are plenty of free web services out there that are 100 times more competent than AT&T Jens. Just my opinion. I've also heard that they've been talking about web pages for over 2 years! I wouldn't hold my breath waiting for this service.]
Q: WHAT ABOUT THE AAFES/MCI CONTRACT THAT
WAS JUST ANNOUNCED?
A: The AAFES news release was not very
clear regarding the Internet
service portion of the MCI
contract. MCI will offer only Internet
access that allows customers
to plug into a phone jack and use
their lap top computers.
It will not provide in-home Internet
access service.
[Webmaster's note: Anyone know exactly why MCI Worldcom didn't embrace the in-home internet access service?]
Q: HAVE YOU LOOKED INTO CABLE SERVICE?
A: We have looked into this and we are
still reviewing options in both
cable service and satellite
Internet service.
[Webmaster's note: Hopefully, as I found out at Greg Williams' page, Americable will provide cable internet access to Japan. I hear they have it or are talking about going cable in Okinawa. Americable, please don't disregard the mainland. Also, there are other bases besides Yokota and Yokosuka....like Camp Zama, Sagami Depot and Sagamihara Housing Area, amongst others (North Dock, Misawa...). Let's get ALL of Japan servicemembers in on this one!]
Again, thanks to everyone who provided
their comments on the Internet
service. We've taken a hard look
at all the comments and we have
responded individually to some of you.
I encourage you to let us know
when you have service problems of any
kind, whether it's regarding
Internet or any other AAFES activity.
I've listed contact information
for the AAFES General Manager in your
area:
AAFES GENERAL MANAGERS PHONE NUMBER/E-MAIL
Okinawa Steve Mitchell 645-7709/mitchells@taogate.aafes.com
Misawa George Bass 222-7410/bass@taogate.aafes.com
Yokota Phil Martin 225-3700/martinp@taogate.aafes.com
Camp Zama Rick Harpham 263-3775/harpham@taogate.aafes.com
Osan Glenn Schubert 764-4710/schubert@taogate.aafes.com
Kunsan Glenn Schubert 764-4710/schubert@taogate.aafes.com
If you give our managers the opportunity,
I think you'll be pleased
with their efforts to improve our service
to you. If that fails, then
please contact me or my staff at our PACRIM
headquarters at Camp Lester,
Okinawa. Please feel free to contact
me at DSN 645-7716 if you have
any further questions.
[Webmaster's note: I've tried the management at Zama but they were no help. A few people who have true expertise in this type of environment would help....hint hint. I've also heard that you are very notorious for not being able to be contacted. Excellent support, you guys really set a standard.]
Sincerely,
Phil Pelfrey
Senior Vice President
AAFES PACRIM
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Last Updated on 4/7/99
By Ron Sinclair
Email: sinclair@zma.attmil.ne.jp