I expected more Sarcasm. But thanks for the reply anyway. We are small still by 
most standards and I still go on every install so generally customers feel they 
know me a little. That relationship is of course a good thing.  Some texts of 
course I don’t mind  like “ hey the internet has been dropping off today but 
comes back” it’s the shitty attitudes that they would never give me in a phone 
call that generally piss me off.. 

From: Af [mailto:af-boun...@afmug.com] On Behalf Of That One Guy /sarcasm
Sent: Thursday, December 01, 2016 8:31 PM
To: af@afmug.com
Subject: Re: [AFMUG] Customers texting cell phones "hey my internet isn; t 
working"

 

We call into the office and call the customers from there DID or something to 
avoid it. But it happens.

When a customer has my cell, ive given it to them on occasion for 
troubleshooting and most of my contract service have my work and personal.

As long as they dont abuse it, I handle their business (facebook is becoming 
popular for customers to contact me, which is odd because my face book is 
private and highly offensive)

Once they abuse it, they get a couple "call the office"s then they get ignored.

Like right now there is a voicemail from a contract services customer i haven't 
even listened to from two days ago.

 

I do prefer all communications voice or digital go through work channels, or 
phones are recorded and all the digital stuff is logged on company owned 
assets. Better in the long term for liability.

 

On Thu, Dec 1, 2016 at 8:25 PM, Jim Bouse [Brazos WiFi] <j...@brazoswifi.com> 
wrote:

I respond with “The support number is: 979-985-5912 <tel:(979)%20985-5912> ”

 

Short and sweet (maybe not sweet).  Often, I am on call in the evenings so I 
end up answering the support call but It is customer training.  I don’t want 
people calling/texting my personal cellphone and then getting pissed off that I 
don’t respond in a timely manner (vacation or whatnot) when I have paid support 
staff at the office.  Additionally, if they call my cellphone, I tell them the 
same thing.  The sales and support number is: X.  I will be happy to help you 
there.

 

We record 100% of the business calls due to some he-said/she-said incidents.  I 
don’t talk business on the personal cellphone unless the call is routed through 
the PBX.

 

Jim Bouse

Owner

Mobile IT Pro - Brazos WiFi

979-985-5912 <tel:(979)%20985-5912> 

j...@brazoswifi.com 

 

From: Af [mailto:af-boun...@afmug.com] On Behalf Of Brandon Yuchasz
Sent: Thursday, December 01, 2016 8:19 PM
To: af@afmug.com
Subject: [AFMUG] Customers texting cell phones "hey my internet isn; t working"

 

Wondering if anyone else has dealt with this and if so what they used as a 
solution. 

 

I am getting more and more texts from customers as time goes on. They get my 
cell phone number at some point when I call them or from a friend or who knows 
but they hold onto it. 

Instead of emailing the tech support or calling in they send me a text to my 
cell phone.  “hey my internet isn’t working” . I don’t know who the hell they 
are of course since its just some random number with no context. So Then I am 
faced with ignoring the text or replying. “ I’m sorry but I don’t know who this 
is from can you please give me additional information. “

Text back and forth over the next 15 minutes reveal they have the wireless 
turned off on their computer or the router took a shit or they are off line. 
Regardless it’s annoying, I have considered asking them not to text my cell 
phone and instead call or email but half the time they are still going to get 
me. That’s not ideal. Please don’t text my cell phone instead use our online 
contact option or call us at…. 5 minutes later I get a call that forwards to my 
cell phone not ideal.  although that is changing and hopefully in the next 6 
months I won’t be doing any tech support calls anymore. 

 

How do you guys deal with this from a company standpoint. 

 

Just so everyone realizes it… this is at least 65% rant so sarcasm and honest 
real feedback are both welcome. 

 





 

-- 

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.

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