We are the same way. We only have 1 reseller that we will accept new
work from. They were actually able to tell me over the phone, from the
call center, what patch panel number to plug into, and exact locations
of the patch panels on both ends.
The upcharge for the service call might actually cost more than the
service call itself. Trying to get these big companies to pay for
something that varies from the monthly set service price requires alot
of leg work. We're still fighting with a legacy reseller for the $200
repair we charged when a contractor at a large factory site cut the Cat5
while installing a new AC unit several months ago. Probably have spent
more than $200 in time trying to collect it. I wonder how they deal
with it when it's one conglomerate vs another conglomerate. Someone is
paying for all that time. Maybe that's why the AT&T Bills are always so
confusing. Make them a different price every month so that extra can be
slipped in without any triggers.
On 9/18/2020 11:51 AM, Ken Hohhof wrote:
I won't take that kind of reseller business anymore. If someone wants a
referral spiff or commission or residuals or whatever, OK, but we need to
have a direct relationship with the end customer.
I think we need the contract with these resellers to state they get billed
service calls for wild goose chases. Your case is pretty bizarre, but I've
done dispatches to find customer has no power, customer has switched to
another provider, customer is remodeling and all equipment has been
disconnected. Reseller doesn't try to contact customer first, they call the
wholesale ISP and let them do the legwork they should be doing. This should
not be free. Charge 'em $100 for every wasted truck roll. Also when they
call at 2am to open a ticket but can't answer any questions about the end
customer or conditions at the site or who can meet us at the site (all they
know is their monitoring system is showing a ping failure), we can ask do
you want us to do a dispatch? If there's no problem found with our
equipment, there will be a $100 charge, or since it's 2am on a weekend,
that'll be $300. Your call, but we're not doing a truck roll unless you
authorize the charge.
-----Original Message-----
From: AF <af-boun...@af.afmug.com> On Behalf Of Nate Burke
Sent: Friday, September 18, 2020 10:57 AM
To: Animal Farm <af@af.afmug.com>
Subject: [AFMUG] OT: <Sigh> Resellers
Just had a call from a reseller to reinstall an old circuit at a urgent care
clinic. Actually a circuit from a company we acquired, and had been down
since before we took over. Reseller would not give any local contact info,
just 'tell the nurses you're there to install the internet'
Got to the Location, and the building is completely vacant, and up for
lease. Found a phone number on Google for the former clinic, and it
forwarded to another state, who said that all the locations in our state
were closed.
Relayed this back to the reseller, who replied with 'We need to figure out
the next steps for this install' Ummmmm, there's no business there, I'm not
sure what you're expecting to happen. I'm not going up on the roof without
permission from the landlord.
My Guess is that $reseller is still charging $client for the circuit to a
closed location, and now $reseller is trying to get an actual circuit to
show that they've been paying it all this time.
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