I was out of town from Thurs until yesterday and was of course very disappointed to come back to see this post. If you can send me directly the specific example of what happened I would like to address it. It is clear that there is a concern and I would like the opportunity solve it. I am sure you would be frustrated if someone went on social media and said negative things about your company without letting you know there was a problem. It is frustrating to have you publicly disparage my company without contacting me and giving me the chance to resolve it first. It is pretty difficult to resolve an issue I don’t know exists. Please send any specific examples directly to me and I will personally make sure they are addressed.
Layne Sisk ServerPlus 801.426.8283, ext 102<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/ServerPlus365/> [http://i.imgur.com/ELG0AB1.png]<https://twitter.com/RealServerPlus> [Utah 100] [fast50-01] [Inc 5000] From: Af [mailto:[email protected]] On Behalf Of Steve Jones Sent: Thursday, August 31, 2017 8:26 PM To: [email protected] 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)%20552-2340> Direct: 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)%20552-2340> Direct: 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. 1. 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. 1. 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> [New logo xl]<http://www.serverplus.com/> [http://i.imgur.com/VOz763A.png] [http://i.imgur.com/xvQYYWa.png]<https://www.facebook.com/ServerPlus365/> [http://i.imgur.com/ELG0AB1.png]<https://twitter.com/RealServerPlus> [Utah 100] [fast50-01] [Inc 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/> 507-634-WiFi [http://www.snoitulosten.com/wp-content/uploads/2010/01/facebook-small.jpg]<http://www.facebook.com/minnesotawifi> Like us on Facebook<http://www.facebook.com/minnesotawifi>
