JT is who I work with on the DT, he's pretty sharp and gets the job done.
Josh Luthman Office: 937-552-2340 Direct: 937-552-2343 1100 Wayne St Suite 1337 Troy, OH 45373 On Sun, Sep 3, 2017 at 5:08 PM, Steve Jones <[email protected]> wrote: > Point taken > > On Sep 2, 2017 6:01 PM, "Darin Steffl" <[email protected]> wrote: > >> Steve, >> >> If you're having this much trouble, your decision tree is messed up >> somewhere. We've never had them ask for any MAC address for anything. They >> generally take calls well for the most part. Sometimes there's a call that >> I think WTF are you doing but not many. >> >> We love having serverplus answer calls after hours for us so we at least >> know our customers get a human being if they're having trouble. Most calls >> that don't go well can be fixed with an update to our decision tree. >> >> I don't think you have your process fine tuned with them yet so I highly >> suggest you work with their team to get things figured out. They're easy to >> work with and Layne will do his best to make sure you're happy. Just tone >> down the attitude a little bit so you don't offend them or who will want to >> help you ;) >> >> On Sep 1, 2017 2:36 PM, "Steve Jones" <[email protected]> wrote: >> >>> dispatching for pc support? do you charge for service calls? I can se >>> willy nilly dispatch if you charge, revenue driver. >>> >>> On Fri, Sep 1, 2017 at 2:26 PM, Matt Hoppes < >>> [email protected]> wrote: >>> >>>> No.. that's what outsourced should have determined what the issue was. >>>> Radio is up... customer has no Internet - dispatch. >>>> >>>> On 9/1/17 3:14 PM, CBB - Jay Fuller wrote: >>>> >>>>> >>>>> We got a call today from a customer who also was down last week..... >>>>> radio looks fine.....Router has a connection.....If This Were >>>>> outsourced >>>>> to tech support where they kick it back to us? >>>>> >>>>> Looks like we will be sending someone out there anyway it might even be >>>>> an id10terror.... >>>>> >>>>> Sent from my Verizon 4G LTE Smartphone >>>>> >>>>> ----- Reply message ----- >>>>> From: "Steve Jones" <[email protected]> >>>>> To: "[email protected]" <[email protected]> >>>>> Subject: [AFMUG] Serverplus/powercode users, OT >>>>> Date: Fri, Sep 1, 2017 11:39 AM >>>>> >>>>> youre not going to have them powercycle or verify things are plugged in >>>>> correctly? that's ALOT of truck rolls >>>>> >>>>> On Fri, Sep 1, 2017 at 11:11 AM, Matt Hoppes >>>>> <[email protected] >>>>> <mailto:[email protected]>> wrote: >>>>> >>>>> Exactly... I just signed up with SP and my decision tree is going >>>>> to >>>>> be extremely simple and straight forward... so easy even a cave man >>>>> can do it. >>>>> >>>>> Is your router on? Are you connected to your router? Can you >>>>> ping >>>>> your router? Can you ping our modem? Can I ping our modem? Do >>>>> you >>>>> get proper speeds when plugged into our modem? >>>>> >>>>> ESCALATE. What else is there to troubleshoot locally? Unless >>>>> your >>>>> network is @#$@#. >>>>> >>>>> This entire process should take sub 5 minutes to complete. >>>>> >>>>> END RESULT: >>>>> Your computer is borked. >>>>> Your router is borked. >>>>> Our connection to you is borked -- dispatch. >>>>> >>>>> On 9/1/17 8:58 AM, Chuck McCown wrote: >>>>> >>>>> I have good luck with ServerPlus. Part of the quality you get >>>>> from them >>>>> depends on the quality of the decision tree you give them. >>>>> >>>>> *From:* Sterling Jacobson >>>>> *Sent:* Thursday, August 31, 2017 10:22 PM >>>>> *To:* [email protected] <mailto:[email protected]> >>>>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT >>>>> >>>>> >>>>> Not surprising, but sad to hear things haven’t changed one bit >>>>> with >>>>> ServerPlus in the years since I swore I would never use them >>>>> again, lol! >>>>> >>>>> >>>>> >>>>> *From:* Af [mailto:[email protected] >>>>> <mailto:[email protected]>] *On Behalf Of *Steve Jones >>>>> *Sent:* Thursday, August 31, 2017 8:45 PM >>>>> *To:* [email protected] <mailto:[email protected]> >>>>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT >>>>> >>>>> >>>>> >>>>> Supposed to specifically state not to ask for a mac from box. >>>>> Because it >>>>> was an issue. But, i bet we get an accurate bill. The bills are >>>>> always >>>>> consistent. The level of irate i have right now excedes my bac, >>>>> thats >>>>> pretty high at 944 pm >>>>> >>>>> >>>>> >>>>> On Aug 31, 2017 9:31 PM, "Josh Luthman" >>>>> <[email protected] >>>>> <mailto:[email protected]>> wrote: >>>>> >>>>> That idea is coming from somewhere and I too would think it >>>>> comes >>>>> from the DT. None of my calls say anything about MAC (we >>>>> NAT our SM). >>>>> >>>>> >>>>> >>>>> >>>>> Josh Luthman >>>>> Office: 937-552-2340 <tel:937-552-2340> >>>>> <tel:(937)%20552-2340> >>>>> Direct: 937-552-2343 <tel:937-552-2343> >>>>> <tel:(937)%20552-2343> >>>>> 1100 Wayne St >>>>> Suite 1337 >>>>> Troy, OH 45373 >>>>> >>>>> >>>>> >>>>> On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett >>>>> <[email protected] <mailto:[email protected]>> wrote: >>>>> >>>>> What does your DT say to do? >>>>> >>>>> >>>>> >>>>> ----- >>>>> Mike Hammett >>>>> Intelligent Computing Solutions < >>>>> http://www.ics-il.com/> >>>>> <https://www.facebook.com/ICSIL >>>>> <https://www.facebook.com/ICSIL>><https://plus.google.com/+I >>>>> ntelligentComputingSolutionsDeKalb >>>>> <https://plus.google.com/+IntelligentComputingSolutionsDeKalb >>>>> >><https://www.linkedin.com/company/intelligent-computing-solutions >>>>> <https://www.linkedin.com/company/intelligent-computing-solu >>>>> tions>><https://twitter.com/ICSIL >>>>> <https://twitter.com/ICSIL>> >>>>> Midwest Internet Exchange <http://www.midwest-ix.com/> >>>>> <https://www.facebook.com/mdwestix >>>>> <https://www.facebook.com/mdwestix>><https://www.linkedin.co >>>>> m/company/midwest-internet-exchange >>>>> <https://www.linkedin.com/company/midwest-internet-exchange>>< >>>>> https://twitter.com/mdwestix >>>>> <https://twitter.com/mdwestix>> >>>>> The Brothers WISP <http://www.thebrotherswisp.com/ >>>>> <http://www.thebrotherswisp.com/>> >>>>> <https://www.facebook.com/thebrotherswisp >>>>> <https://www.facebook.com/thebrotherswisp>> >>>>> >>>>> >>>>> >>>>> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg >>>>> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>> >>>>> >>>>> >>>>> ------------------------------------------------------------ >>>>> ------------ >>>>> >>>>> *From: *"Steve Jones" <[email protected] >>>>> <mailto:[email protected]>> >>>>> *To: *[email protected] <mailto:[email protected]> >>>>> *Sent: *Thursday, August 31, 2017 9:25:38 PM >>>>> >>>>> >>>>> *Subject: *Re: [AFMUG] Serverplus/powercode users, OT >>>>> >>>>> Reviving a dead one, cause i can. >>>>> >>>>> So serverplus, no matter how many times you ask them to >>>>> stop, >>>>> still asks customers for the mac off their router, even >>>>> though >>>>> 95 percent of the routers on the market list the >>>>> freaking >>>>> wireless mac. They cant seem to follow simple poe >>>>> instructions, >>>>> constantly escalating (and billing) when they hook poes >>>>> up backward. >>>>> >>>>> >>>>> >>>>> If you have another option, look into it. Because right >>>>> now, ill >>>>> get a follow up, solely because of this post, as i did >>>>> from the >>>>> original post im replying to. >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> I dont mind our own mopes being mopes. I dont even >>>>> ming paid >>>>> mopes being mopes. What i dont like is mopes, billing >>>>> us for >>>>> mopery, and escalating response to being mopes when >>>>> called out >>>>> in public only. Promising to deescalate the mopery, and >>>>> continuing to be mopes and billing for mopery. >>>>> >>>>> >>>>> >>>>> At this point, direct dialing saudi arabia is a better >>>>> option. >>>>> At least when amrut answers the phone, our customers >>>>> expectations drop to the level of outsource. And amrut >>>>> will >>>>> actually be consistent. >>>>> >>>>> >>>>> >>>>> On Jul 12, 2017 7:10 AM, "Josh Luthman" >>>>> <[email protected] >>>>> <mailto:[email protected]>> wrote: >>>>> >>>>> I'm not Direct TV and don't want to be compared to >>>>> them. >>>>> >>>>> Josh Luthman >>>>> Office: 937-552-2340 <tel:937-552-2340> >>>>> <tel:(937)%20552-2340> >>>>> Direct: 937-552-2343 <tel:937-552-2343> >>>>> <tel:(937)%20552-2343> >>>>> 1100 Wayne St >>>>> Suite 1337 >>>>> Troy, OH 45373 >>>>> >>>>> >>>>> >>>>> On Jul 11, 2017 10:43 PM, "Darin Steffl" >>>>> <[email protected] >>>>> <mailto:[email protected]>> wrote: >>>>> >>>>> I am happy what we pay with the average hold >>>>> times >>>>> averaging 1-2 minutes. Our residential subs >>>>> don't need >>>>> hold times any shorter than that for after >>>>> hours >>>>> support. Compared to our other WISP's, we're >>>>> the >>>>> only >>>>> one that offers 24/7 support anyway so we're >>>>> already >>>>> ahead of the competition there. >>>>> >>>>> >>>>> >>>>> I know when I call DirecTV or Verizon, >>>>> Centurylink, I >>>>> almost always wait at least 3-5 minutes before >>>>> I >>>>> get a >>>>> rep. Not always but usually. >>>>> >>>>> >>>>> >>>>> On Tue, Jul 11, 2017 at 6:29 PM, Josh Luthman >>>>> <[email protected] >>>>> <mailto:[email protected]>> wrote: >>>>> >>>>> I would pay 30% more from my current rates >>>>> to reduce >>>>> it to sub 30 seconds. >>>>> >>>>> Josh Luthman >>>>> Office: 937-552-2340 <tel:937-552-2340> >>>>> <tel:(937)%20552-2340> >>>>> Direct: 937-552-2343 <tel:937-552-2343> >>>>> <tel:(937)%20552-2343> >>>>> 1100 Wayne St >>>>> Suite 1337 >>>>> Troy, OH 45373 >>>>> >>>>> >>>>> >>>>> On Jul 11, 2017 6:36 PM, "Chuck McCown" >>>>> <[email protected] <mailto:[email protected]>> >>>>> wrote: >>>>> >>>>> I am in the camp of “screw em”, let >>>>> them >>>>> hold or >>>>> else they can call us in the morning. >>>>> >>>>> >>>>> >>>>> I would probably feel different if you >>>>> were the >>>>> first point of contact for all calls. >>>>> >>>>> >>>>> >>>>> But we take our calls directly during >>>>> most >>>>> waking & working hours. >>>>> >>>>> >>>>> >>>>> *From:*Layne Sisk >>>>> >>>>> *Sent:*Tuesday, July 11, 2017 4:30 PM >>>>> >>>>> *To:*[email protected] <mailto:[email protected] >>>>> > >>>>> >>>>> >>>>> *Subject:*Re: [AFMUG] >>>>> Serverplus/powercode users, OT >>>>> >>>>> >>>>> >>>>> So Steve, I am not sure I fully >>>>> understand the >>>>> questions you are posing here, but I >>>>> believe it >>>>> is a simple integration issue that we >>>>> can >>>>> resolve easily. Since you have been >>>>> live with >>>>> us less than 2 weeks I am sure it is >>>>> simply a >>>>> setting that can be adjusted. I will >>>>> email you >>>>> off-list so we can set up a call to >>>>> address the >>>>> concerns. >>>>> >>>>> >>>>> >>>>> To address the comments mentioned by >>>>> some others >>>>> in the thread: >>>>> >>>>> >>>>> >>>>> 1. We do not route calls overseas >>>>> unless it has >>>>> been authorized by the ISP. The >>>>> exception >>>>> mentioned on the list here is that >>>>> if and >>>>> ISP has a complete outage and has >>>>> 50-100 >>>>> calls drop into queue before the >>>>> outage is >>>>> identified we may use the overseas >>>>> agents to >>>>> simply pick up the call and confirm >>>>> to the >>>>> customer there is an outage. Once >>>>> the >>>>> outage is identified we put a >>>>> message up on >>>>> the phone system to stop the >>>>> influx of >>>>> calls. Jeremy if that was a deal >>>>> breaker >>>>> for you we would certainly have >>>>> looked for >>>>> an alternative, sorry that created >>>>> a >>>>> problem. For us it is a balance >>>>> to make >>>>> sure that one ISPs outage does not >>>>> create >>>>> long hold times for all other >>>>> clients. >>>>> >>>>> >>>>> >>>>> 2. Our average hold time is typically >>>>> between 1 >>>>> and 2 minutes. For example today >>>>> it is >>>>> 1:33. Month to date it is approx. >>>>> 1:28. It >>>>> is certainly possible to shorten >>>>> that time, >>>>> but not while maintaining our >>>>> standard >>>>> pricing structure. It is a balance >>>>> between >>>>> cost and service, much in the same >>>>> way that >>>>> a WISP can usually provide more >>>>> bandwidth >>>>> but the balance between cost and >>>>> speed has >>>>> to be considered. >>>>> >>>>> >>>>> >>>>> 3. We definitely do not have a >>>>> mandatory hold >>>>> time, only an average which we are >>>>> always >>>>> working to decrease, most customers >>>>> calls >>>>> are answered within seconds. >>>>> >>>>> >>>>> >>>>> I would pose a question to the group, >>>>> would you >>>>> be willing to pay say 30% more for the >>>>> service, >>>>> if the hold times dropped by 30 >>>>> seconds? Most >>>>> people I have spoken with have said no, >>>>> but it >>>>> was admittedly a small sample size. >>>>> We have >>>>> considered a scaled pricing model with >>>>> a >>>>> hold >>>>> time SLA of < 3 min, < 2 min, < 1 min. >>>>> What >>>>> are your thoughts? >>>>> >>>>> >>>>> >>>>> Layne Sisk >>>>> >>>>> ServerPlus >>>>> >>>>> 801.426.8283, ext 102 >>>>> <tel:801.426.8283%2C%20ext%20102> >>>>> <tel:801.426.8283%2C%20ext%20102> >>>>> >>>>> New logo xl < >>>>> http://www.serverplus.com/> >>>>> >>>>> http://i.imgur.com/VOz763A.png >>>>> >>>>> http://i.imgur.com/xvQYYWa.png >>>>> <https://www.facebook.com/Serv >>>>> erPlus365/ >>>>> <https://www.facebook.com/ServerPlus365/>> >>>>> >>>>> http://i.imgur.com/ELG0AB1.png >>>>> <https://twitter.com/RealServerPlus >>>>> <https://twitter.com/RealServerPlus>> >>>>> >>>>> Utah 100 fast50-01Inc 5000 >>>>> >>>>> >>>>> >>>>> *From:*Af [mailto:[email protected] >>>>> <mailto:[email protected]>] *On >>>>> Behalf Of *Steve Jones >>>>> *Sent:* Monday, July 10, 2017 9:49 PM >>>>> *To:* [email protected] <mailto: >>>>> [email protected]> >>>>> *Subject:* Re: [AFMUG] >>>>> Serverplus/powercode >>>>> >>>>> users, OT >>>>> >>>>> >>>>> >>>>> I also meant offlist, not OT >>>>> >>>>> >>>>> >>>>> On Jul 10, 2017 10:31 PM, "Steve Jones" >>>>> <[email protected] >>>>> <mailto:[email protected]>> wrote: >>>>> >>>>> Oh yeah, the powercode ticket vs >>>>> the >>>>> email >>>>> ticket formatting is night and day >>>>> awful, >>>>> why bother with an api if you cant >>>>> actually >>>>> tell what the heck is happening. >>>>> ... and >>>>> the api generated ticket cant be >>>>> reassigned >>>>> for the customer, though i believe >>>>> thats a >>>>> powercode issue... and given the >>>>> "new" >>>>> powercode, i dont see that getting >>>>> fixed....simon... simon, where are >>>>> you? >>>>> >>>>> >>>>> >>>>> On Jul 10, 2017 10:27 PM, "Steve >>>>> Jones" >>>>> <[email protected] >>>>> <mailto:[email protected]>> wrote: >>>>> >>>>> Im not sure how they pay, but >>>>> it >>>>> looks >>>>> alot like when we used to >>>>> comission new >>>>> sales, a new account for each >>>>> call based >>>>> on who answered the phone.... >>>>> if >>>>> thats >>>>> tje case, comission calls, then >>>>> why bother >>>>> >>>>> >>>>> >>>>> Ive seen multiple existing >>>>> tickets >>>>> restarted... bad juju on that. >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> Anybody know if they actually >>>>> look at >>>>> existing tickets? >>>>> >>>>> >>>>> >>>>> Closing and resolving >>>>> unresolved >>>>> issues >>>>> is bad business for me too. >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> Im thinking its just a matter >>>>> of >>>>> getiing >>>>> on the same page, but if others >>>>> have had >>>>> similar issues and found >>>>> workarounds ... >>>>> or walked away, please let me >>>>> know. >>>>> >>>>> >>>>> >>>>> Serverplus was not my first >>>>> choice for >>>>> an outsourced it, so i may be >>>>> jaded. >>>>> >>>>> >>>>> >>>>> On Jul 10, 2017 10:13 PM, >>>>> "Steve >>>>> Jones" >>>>> <[email protected] >>>>> <mailto:[email protected]>> wrote: >>>>> >>>>> Not impressed, a short time >>>>> in, by >>>>> any means. Serverplus >>>>> guys, no >>>>> offense, i need info to >>>>> make >>>>> this >>>>> work outside a retention >>>>> response. I >>>>> know luthman uses them, but >>>>> anyone >>>>> else with powercode, please >>>>> OT me so >>>>> i can find out whats broke >>>>> on our >>>>> side before i have the boss >>>>> talk. >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> -- >>>>> >>>>> Darin Steffl >>>>> >>>>> Minnesota WiFi >>>>> >>>>> www.mnwifi.com <http://www.mnwifi.com> >>>>> <http://www.mnwifi.com/> >>>>> >>>>> 507-634-WiFi >>>>> >>>>> <http://www.facebook.com/minnesotawifi >>>>> <http://www.facebook.com/minnesotawifi>> Like us on >>>>> Facebook <http://www.facebook.com/minne >>>>> sotawifi >>>>> <http://www.facebook.com/minnesotawifi>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>
