I figure we can give a customer about 15 minutes of phone support on any topic before telling them to “call the guy”, as long as we’re careful to avoid something that could do harm and we would be blamed. Also at install time we will _attempt_ to connect whatever devices they have at the time. My most hated are smart TVs, satellite TV receivers, and wireless printers.
What we will never do is open a customer’s computer. Luckily we rarely get the situation any more where the computer is so old it doesn’t have an Ethernet port or WiFi. But we did learn not to install a PCI card, but instead use a USB dongle so we didn’t have to open the computer. My thoughts on the matter: a) You don’t want to make any significant changes to the customer’s computer or other devices, because then you own any problems down the road. “It was fine until your guy worked on it, now 6 months later I have a blue screen, it must be your fault.” Comcast won’t even let their guys configure or factory default your Linksys router, which I think is too cautious, but I can see where they’re coming from. b) The local computer shops are my friends. I want them to recommend our service. How are they going to feel if I fix people’s computers for free or for cheap? Phone support is one thing. Or if you actually run a computer shop, or sell computer support plans, so that it generates significant revenue, enough to afford alienating the local guys. Support plans also resolve the “it must be your fault” liability, if you are already providing fixed price computer support, you have taken ownership of any problems down the road as long as they keep the support plan. From: joseph marsh Sent: Saturday, May 16, 2015 11:22 AM To: [email protected] Subject: Re: [AFMUG] Customer equipment He has all apple stuff he claims. He has a backup on the router for his personal files He's annoying at times he wants some there when he says jump We got a install next door today and I'm going out there to do testing my self and see what's up On May 16, 2015 11:12 AM, "Darin Steffl" <[email protected]> wrote: Apple routers absolutely SUCK and not sure why people like buying them personally. You need some stupid app to configure it and there's no Web GUI. If its his router and his playstation, you as an ISP have no part in fixing it. It's very hard sometimes to explain to the customer that you provide internet to the home ending at the POE or modem. After that it is their router and their end devices. We get calls sometimes where 7 devices are working great but one device isn't working and they want it to be our problem. We have to explain if the whole house is offline then it is our problem. On Sat, May 16, 2015 at 11:08 AM, joseph marsh <[email protected]> wrote: This customer has had his PlayStation working and it stopped working he's getting 10 meg and he wants us to fix it Its connected to a apple router and they are within a foot of each other BTW I hate apple routers my opinion On May 16, 2015 10:54 AM, "Rory Conaway" <[email protected]> wrote: Nothing formal but the process we use with all devices that aren’t computers 1) Does the device see the broadcast SSID? 2) If not, then the WiFi doesn’t work on the device and you need an external WiFi adapter or get it fixed. Lots of Xboxes fall into this category. 3) If it does see it, test without encryption, see if that works. We run into a couple of options with this issue, can’t negotiate security, devices only supports WEP, WPA, or WPS which Ubiquiti doesn’t support. 4) If it still doesn’t work, check all updates and firmware 5) From there, try replacing the AP or testing with another AP 6) At the point, replace the playstation or the device From: Af [mailto:[email protected]] On Behalf Of joseph marsh Sent: Saturday, May 16, 2015 8:28 AM To: [email protected] Subject: [AFMUG] Customer equipment Is anyone got a sop for working on customer equipment. Such as calling to say sons PlayStation not working ? -- Darin Steffl Minnesota WiFi www.mnwifi.com 507-634-WiFi Like us on Facebook
