I worked for two companies that had opposite positions on this topic.
IMO It is easier for everyone to just cover it. The cost of replacing a
certain number of CPE needs to be built in. And maybe this part is off
topic, but you should also build in the cost of upgrading the CPE in 5
years (or less).
At the company that charged for repairs there was always conflict with
the customer over it, and it caused stress and resentment among
customers and staff. I never understood their justifications for it.
The same company tried to charge for upgrading CPE. The result was
upgrades WE needed to improve OUR capacity didn't happen because some of
the customers would decline to pay for it.
The only time I would support charging for repairs is if the customer
was negligent in some way.
Of course, If you're talking about customer owned equipment then it's a
whole different ball game.
On 6/22/2020 11:41 AM, Lewis Bergman wrote:
We did it the same way as Jim when we were in that business. We built
enough into the price to provide the service. They expect it, it is
easier to just charge them for it and give them what they expect.
On Mon, Jun 22, 2020 at 10:38 AM Jim Bouse [Brazos WiFi]
<[email protected] <mailto:[email protected]>> wrote:
We cover everything up to their router at no cost to the
customer. Acts of God are our responsibility.
Jim Bouse
Owner - Brazos WiFi
979-999-7000
http://www.brazoswifi.com <http://www.brazoswifi.com/>
*From:* AF <[email protected]
<mailto:[email protected]>> *On Behalf Of * Darin Steffl
*Sent:* Monday, June 22, 2020 10:34 AM
*To:* AnimalFarm Microwave Users Group <[email protected]
<mailto:[email protected]>>
*Subject:* [AFMUG] Lightning/Grid Damage to Gear
Hey guys,
We typically perform free service calls when we find defective
gear with no signs of damage.
When we see lightning damage with black ethernet connectors or
other signs of physical damage, we always bill labor and hardware
and sometimes credit back a portion of it but never all of it.
Many customers think that their monthly bill should cover acts of
God like lightning and power surges but I don't believe that at
all. If there's a power surge, the power utility won't pay to
replace your appliances and electronics. Paying your Verizon bill
doesn't get them to replace your phone if it dies.
Why do customers think we will come out and work for free and give
them free hardware?
What do you guys do just so I know I'm not being crazy by billing
for damage that we didn't cause?
--
Darin Steffl
Minnesota WiFi
www.mnwifi.com <http://www.mnwifi.com/>
507-634-WiFi
<http://www.facebook.com/minnesotawifi> Like us on Facebook
<http://www.facebook.com/minnesotawifi>
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--
Lewis Bergman
325-439-0533 Cell
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