We had a similar situation. We apologized and lowered the speed/price with the promise that we would call him back after the upgrade was fixed.
A month later, we called back and he moved up again and was pleasantly suprised with the improvement. He then went on to brag on his NextDoor app about our transparency and how great it was. Jim Bouse Owner Brazos WiFi 979-985-5912<tel:979-985-5912> j...@brazoswifi.com -------- Original message -------- From: CBB - Jay Fuller <par...@cyberbroadband.net> Date: 04/04/2016 5:48 PM (GMT-06:00) To: af@afmug.com Subject: [AFMUG] we have a bottleneck... Temp, hope to relieve it tomorrow. A customer who just upgraded to faster service says slow it back down - not getting any faster speed (he probably did before the bottleneck happened) would you: a) give him some money back on his last bill and ask him to stick it out another month? b) go ahead and lower his speed back to the former package? i'd certainly like to explain what happened but the customer isn't going to care much for technobabble anyway. i'm pretty sure i know how i'm going to handle this but - say - for example - i know a certain brand of radio (actually TWO brands) can get stuck on the wrong ethernet duplex...so i'm sure this has happened in another network before. just curious how you'd handle it. thanks :)
