I literally have to update support ticket in this manner regularly: "CS, this customers connection dropped RX substantially on the 19th, then on the 28th it went though a further decline
STILL FOLLOW STANDARD SUPPORT it could just have been an uptime issue, and even if we upgrade his equipment our goal would be to get his service at least functional between today and the day we get there AFTER it is visually verified, while the customer is on the line that the equipment is correctly connected and appropriate lights are on and the correct color, please schedule an upgrade of his equipment" the worst part about it is that based on historical trends, the next CSR update will be "Scheduled upgrade with customer" When the tech gets back from the upgrade, he will report in his update "upon arrival, inspection showed the customer had their radio cable plugged directly into their laptop and the power supply was in the microwave" -- If you only see yourself as part of the team but you don't see your team as part of yourself you have already failed as part of the team.
