Re: [AFMUG] Serverplus/powercode users, OT

[Steve Jones]

Id recommend new serverplus customers get walked through the issue tracker
view of the DTs, Id make that non optional and require sign off. The
flowcharts just dont cut it, seeing what the serverplus folks see makes a
world of difference.

As a new customer, I did ask about what they see, but probably not in a way
intake understood what I was asking.

Would have saved on some rage and a near fistfight here at the shop.

On Tue, Sep 5, 2017 at 4:09 PM, Mike Hammett <af...@ics-il.net> wrote:

> Yeah, don't take Steve too seriously.
>
>
>
> -
> Mike Hammett
> Intelligent Computing Solutions <http://www.ics-il.com/>
> <https://www.facebook.com/ICSIL>
> <https://plus.google.com/+IntelligentComputingSolutionsDeKalb>
> <https://www.linkedin.com/company/intelligent-computing-solutions>
> <https://twitter.com/ICSIL>
> Midwest Internet Exchange <http://www.midwest-ix.com/>
> <https://www.facebook.com/mdwestix>
> <https://www.linkedin.com/company/midwest-internet-exchange>
> <https://twitter.com/mdwestix>
> The Brothers WISP <http://www.thebrotherswisp.com/>
> <https://www.facebook.com/thebrotherswisp>
>
>
> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>
> --
> *From: *"Josh Luthman" <j...@imaginenetworksllc.com>
> *To: *af@afmug.com
> *Sent: *Tuesday, September 5, 2017 1:25:20 PM
> *Subject: *Re: [AFMUG] Serverplus/powercode users, OT
>
> Layne,
>
> It was Steve that said it.  That says plenty :)
>
>
> Josh Luthman
> Office: 937-552-2340 <(937)%20552-2340>
> Direct: 937-552-2343 <(937)%20552-2343>
> 1100 Wayne St
> <https://maps.google.com/?q=1100+Wayne+St+Suite+1337+Troy,+OH+45373=gmail=g>
> Suite 1337
> <https://maps.google.com/?q=1100+Wayne+St+Suite+1337+Troy,+OH+45373=gmail=g>
> Troy, OH 45373
> <https://maps.google.com/?q=1100+Wayne+St+Suite+1337+Troy,+OH+45373=gmail=g>
>
> On Tue, Sep 5, 2017 at 12:15 PM, Layne Sisk <la...@serverplus.com> wrote:
>
>> 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
>>
>> [image: New logo xl] <http://www.serverplus.com/>
>>
>> [image: http://i.imgur.com/VOz763A.png]
>>
>> [image: http://i.imgur.com/xvQYYWa.png]
>> <https://www.facebook.com/ServerPlus365/>
>>
>> [image: http://i.imgur.com/ELG0AB1.png]
>> <https://twitter.com/RealServerPlus>
>>
>> [image: Utah 100]   [image: fast50-01][image: Inc 5000]
>>
>>
>>
>> *From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones
>> *Sent:* Thursday, August 31, 2017 8:26 PM
>> *To:* af@afmug.com
>> *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 t

Re: [AFMUG] Serverplus/powercode users, OT

[Mike Hammett]

Yeah, don't take Steve too seriously. 




- 
Mike Hammett 
Intelligent Computing Solutions 

Midwest Internet Exchange 

The Brothers WISP 




- Original Message -

From: "Josh Luthman" <j...@imaginenetworksllc.com> 
To: af@afmug.com 
Sent: Tuesday, September 5, 2017 1:25:20 PM 
Subject: Re: [AFMUG] Serverplus/powercode users, OT 


Layne, 


It was Steve that said it. That says plenty :) 






Josh Luthman 
Office: 937-552-2340 
Direct: 937-552-2343 
1100 Wayne St 
Suite 1337 
Troy, OH 45373 

On Tue, Sep 5, 2017 at 12:15 PM, Layne Sisk < la...@serverplus.com > wrote: 





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 
New logo xl
http://i.imgur.com/VOz763A.png
http://i.imgur.com/xvQYYWa.png
http://i.imgur.com/ELG0AB1.png
Utah 100fast50-01Inc 5000

From: Af [mailto: af-boun...@afmug.com ] On Behalf Of Steve Jones 
Sent: Thursday, August 31, 2017 8:26 PM 
To: af@afmug.com 
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" < j...@imaginenetworksllc.com > wrote: 



I'm not Direct TV and don't want to be compared to them. 

Josh Luthman 
Office: 937-552-2340 
Direct: 937-552-2343 
1100 Wayne St 
Suite 1337 
Troy, OH 45373 





On Jul 11, 2017 10:43 PM, "Darin Steffl" < darin.ste...@mnwifi.com > 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 < j...@imaginenetworksllc.com > 
wrote: 



I would pay 30% more from my current rates to reduce it to sub 30 seconds. 

Josh Luthman 
Office: 937-552-2340 
Direct: 937-552-2343 
1100 Wayne St 
Suite 1337 
Troy, OH 45373 





On Jul 11, 2017 6:36 PM, "Chuck McCown" < ch...@wbmfg.com > 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: af@afmug.com 

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 

Re: [AFMUG] Serverplus/powercode users, OT

[Josh Luthman]

Layne,

It was Steve that said it.  That says plenty :)


Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

On Tue, Sep 5, 2017 at 12:15 PM, Layne Sisk <la...@serverplus.com> wrote:

> 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
>
> [image: New logo xl] <http://www.serverplus.com/>
>
> [image: http://i.imgur.com/VOz763A.png]
>
> [image: http://i.imgur.com/xvQYYWa.png]
> <https://www.facebook.com/ServerPlus365/>
>
> [image: http://i.imgur.com/ELG0AB1.png]
> <https://twitter.com/RealServerPlus>
>
> [image: Utah 100]   [image: fast50-01][image: Inc 5000]
>
>
>
> *From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones
> *Sent:* Thursday, August 31, 2017 8:26 PM
> *To:* af@afmug.com
> *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" <j...@imaginenetworksllc.com>
> wrote:
>
> I'm not Direct TV and don't want to be compared to them.
>
> Josh Luthman
> Office: 937-552-2340 <(937)%20552-2340>
> Direct: 937-552-2343 <(937)%20552-2343>
> 1100 Wayne St
> Suite 1337
> Troy, OH 45373
>
>
>
> On Jul 11, 2017 10:43 PM, "Darin Steffl" <darin.ste...@mnwifi.com> 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 <j...@imaginenetworksllc.com>
> wrote:
>
> I would pay 30% more from my current rates to reduce it to sub 30 seconds.
>
> Josh Luthman
> Office: 937-552-2340 <(937)%20552-2340>
> Direct: 937-552-2343 <(937)%20552-2343>
> 1100 Wayne St
> Suite 1337
> Troy, OH 45373
>
>
>
> On Jul 11, 2017 6:36 PM, "Chuck McCown" <ch...@wbmfg.com> 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:* af@afmug.com
>
> *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.   S

Re: [AFMUG] Serverplus/powercode users, OT

[Layne Sisk]

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:af-boun...@afmug.com] On Behalf Of Steve Jones
Sent: Thursday, August 31, 2017 8:26 PM
To: af@afmug.com
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" 
<j...@imaginenetworksllc.com<mailto:j...@imaginenetworksllc.com>> 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" 
<darin.ste...@mnwifi.com<mailto:darin.ste...@mnwifi.com>> 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 
<j...@imaginenetworksllc.com<mailto:j...@imaginenetworksllc.com>> 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" 
<ch...@wbmfg.com<mailto:ch...@wbmfg.com>> 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: af@afmug.com<mailto:af@afmug.com>
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 h

Re: [AFMUG] Serverplus/powercode users, OT

[Josh Luthman]

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 <thatoneguyst...@gmail.com>
wrote:

> Point taken
>
> On Sep 2, 2017 6:01 PM, "Darin Steffl" <darin.ste...@mnwifi.com> 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" <thatoneguyst...@gmail.com> 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 <
>>> mattli...@rivervalleyinternet.net> 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" <thatoneguyst...@gmail.com>
>>>>> To: "af@afmug.com" <af@afmug.com>
>>>>> 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
>>>>> <mattli...@rivervalleyinternet.net
>>>>> <mailto:mattli...@rivervalleyinternet.net>> 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:* af@afmug.com <mailto:af@afmug.com>
>>>>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>>>>

Re: [AFMUG] Serverplus/powercode users, OT

[Steve Jones]

Point taken

On Sep 2, 2017 6:01 PM, "Darin Steffl" <darin.ste...@mnwifi.com> 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" <thatoneguyst...@gmail.com> 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 <
>> mattli...@rivervalleyinternet.net> 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" <thatoneguyst...@gmail.com>
>>>> To: "af@afmug.com" <af@afmug.com>
>>>> 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
>>>> <mattli...@rivervalleyinternet.net
>>>> <mailto:mattli...@rivervalleyinternet.net>> 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:* af@afmug.com <mailto:af@afmug.com>
>>>> *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:af-boun...@afmug.com
>>>> <mailto:af-boun...@afmug.com>] *On Behalf Of *Steve Jones
>>>> *Sent:* Thursday, August 31, 2017 8:45 PM
>>>> *To:* af@afmug.com <mailto:af@afmug.com>
>>>> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>>>>
>>>>

Re: [AFMUG] Serverplus/powercode users, OT

[Darin Steffl]

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" <thatoneguyst...@gmail.com> 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 <mattlists@
> rivervalleyinternet.net> 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" <thatoneguyst...@gmail.com>
>>> To: "af@afmug.com" <af@afmug.com>
>>> 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
>>> <mattli...@rivervalleyinternet.net
>>> <mailto:mattli...@rivervalleyinternet.net>> 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:* af@afmug.com <mailto:af@afmug.com>
>>> *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:af-boun...@afmug.com
>>> <mailto:af-boun...@afmug.com>] *On Behalf Of *Steve Jones
>>> *Sent:* Thursday, August 31, 2017 8:45 PM
>>> *To:* af@afmug.com <mailto:af@afmug.com>
>>> *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

Re: [AFMUG] Serverplus/powercode users, OT

[Steve Jones]

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 <
mattli...@rivervalleyinternet.net> 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" <thatoneguyst...@gmail.com>
>> To: "af@afmug.com" <af@afmug.com>
>> 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
>> <mattli...@rivervalleyinternet.net
>> <mailto:mattli...@rivervalleyinternet.net>> 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:* af@afmug.com <mailto:af@afmug.com>
>> *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:af-boun...@afmug.com
>> <mailto:af-boun...@afmug.com>] *On Behalf Of *Steve Jones
>> *Sent:* Thursday, August 31, 2017 8:45 PM
>> *To:* af@afmug.com <mailto:af@afmug.com>
>> *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"
>> <j...@imaginenetworksllc.com
>> <mailto:j...@imaginenetworksllc.com>> 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)%20552-2340>
>> Direct: 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
>> <af...@ics-il.net <mailto:af...@ics-il.net>> 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>><http

Re: [AFMUG] Serverplus/powercode users, OT

[Matt Hoppes]

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" <thatoneguyst...@gmail.com>
To: "af@afmug.com" <af@afmug.com>
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
<mattli...@rivervalleyinternet.net
<mailto:mattli...@rivervalleyinternet.net>> 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:* af@afmug.com <mailto:af@afmug.com>
    *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:af-boun...@afmug.com
<mailto:af-boun...@afmug.com>] *On Behalf Of *Steve Jones
*Sent:* Thursday, August 31, 2017 8:45 PM
*To:* af@afmug.com <mailto:af@afmug.com>
*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"
<j...@imaginenetworksllc.com
<mailto:j...@imaginenetworksllc.com>> 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)%20552-2340>
Direct: 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
<af...@ics-il.net <mailto:af...@ics-il.net>> 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/+IntelligentComputingSolutionsDeKalb

<https://plus.google.com/+IntelligentComputingSolutionsDeKalb>><https://www.linkedin.com/company/intelligent-computing-solutions

<https://www.linkedin.com/company/intelligent-computing-solutions>><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.com/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>>


-

Re: [AFMUG] Serverplus/powercode users, OT

[CBB - Jay Fuller]

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" <thatoneguyst...@gmail.com>
To: "af@afmug.com" <af@afmug.com>
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 
<mattli...@rivervalleyinternet.net> 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:* af@afmug.com

*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:af-boun...@afmug.com] *On Behalf Of *Steve Jones

*Sent:* Thursday, August 31, 2017 8:45 PM

*To:* af@afmug.com

*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" <j...@imaginenetworksllc.com> 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)%20552-2340>

    Direct: 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 <af...@ics-il.net> wrote:



        What does your DT say to do?







        -

        Mike Hammett

        Intelligent Computing Solutions <http://www.ics-il.com/>

        
<https://www.facebook.com/ICSIL><https://plus.google.com/+IntelligentComputingSolutionsDeKalb><https://www.linkedin.com/company/intelligent-computing-solutions><https://twitter.com/ICSIL>

        Midwest Internet Exchange <http://www.midwest-ix.com/>

        
<https://www.facebook.com/mdwestix><https://www.linkedin.com/company/midwest-internet-exchange><https://twitter.com/mdwestix>

        The Brothers WISP <http://www.thebrotherswisp.com/>

        <https://www.facebook.com/thebrotherswisp>





        <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>



        



        *From: *"Steve Jones" <thatoneguyst...@gmail.com>

        *To: *af@afmug.com

        *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 custo

Re: [AFMUG] Serverplus/powercode users, OT

[Josh Reynolds]

They have to pull up the docs for your network, log into aircontrol or your
billing system or both, maybe login to the radio, check a few things,
document everything they are doing, etc. Then go through the flow chart.

Heck ours even did speed tests from the radio/AP, would check things out by
logging into the customer router, etc.

At the end of the day, it easily cut out 85% of "tier 2/3" calls.  Techs
got to sleep at night, which made them safer, happier, and more productive.
Etc. Pay was also saved, because any time they are answering the phones as
an hourly employee after business hours is .

On Sep 1, 2017 11:52 AM, "Matt Hoppes" <mattli...@rivervalleyinternet.net>
wrote:

> Yes of course...  I'm just saying it's a pretty simple flow chart.
>
> On 9/1/17 12:39 PM, Steve Jones wrote:
>
>> 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
>> <mattli...@rivervalleyinternet.net
>> <mailto:mattli...@rivervalleyinternet.net>> 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:* af@afmug.com <mailto:af@afmug.com>
>> *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:af-boun...@afmug.com
>> <mailto:af-boun...@afmug.com>] *On Behalf Of *Steve Jones
>> *Sent:* Thursday, August 31, 2017 8:45 PM
>> *To:* af@afmug.com <mailto:af@afmug.com>
>> *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"
>> <j...@imaginenetworksllc.com
>> <mailto:j...@imaginenetworksllc.com>> 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)%20552-2340>
>> Direct: 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
>> <af...@ics-il.net <mailto:af...@ics-il.net>> 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
>> &l

Re: [AFMUG] Serverplus/powercode users, OT

[Matt Hoppes]

Yes of course...  I'm just saying it's a pretty simple flow chart.

On 9/1/17 12:39 PM, Steve Jones wrote:

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
<mattli...@rivervalleyinternet.net
<mailto:mattli...@rivervalleyinternet.net>> 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:* af@afmug.com <mailto:af@afmug.com>
    *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:af-boun...@afmug.com
<mailto:af-boun...@afmug.com>] *On Behalf Of *Steve Jones
*Sent:* Thursday, August 31, 2017 8:45 PM
*To:* af@afmug.com <mailto:af@afmug.com>
    *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"
<j...@imaginenetworksllc.com
<mailto:j...@imaginenetworksllc.com>> 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)%20552-2340>
Direct: 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
<af...@ics-il.net <mailto:af...@ics-il.net>> 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/+IntelligentComputingSolutionsDeKalb

<https://plus.google.com/+IntelligentComputingSolutionsDeKalb>><https://www.linkedin.com/company/intelligent-computing-solutions

<https://www.linkedin.com/company/intelligent-computing-solutions>><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.com/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" <thatoneguyst...@gmail.com
    <mailto:thatoneguyst...@gmail.com>>
*To: *af@afmug.com <mailto:af@afmug.com>
*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
9

Re: [AFMUG] Serverplus/powercode users, OT

[Josh Reynolds]

It took sws about 2 months to get them squared away. Our experience with
them is/was great.

Listen, at the end of the day, they're just people. People who are working
a fairly low rate job. If you're personal with them and get to know the
techs, form a relationship, they'll take care of you.

Sometimes people have bad days. Hopefully they have more good than bad. And
nobody, nobody, will ever do it the "perfect" way every time - the
motivation to do so just isn't there.

On Sep 1, 2017 11:09 AM, "Matt Hoppes" 
wrote:

GTC is no better.   The experience I've had with GTC are the techs do not
sound engaged at all.  They sound like they are miles away from the phone.
They sound like they are busy doing other things on the computer while they
should be talking to you.  They are slow to address the customer dragging a
simple support call out 10-15 minutes (even though it's a flat pay rate).




On 9/1/17 12:23 AM, Josh Reynolds wrote:

> Checkout ygtc
>
> On Aug 31, 2017 11:22 PM, "Sterling Jacobson"  > wrote:
>
> 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:af-boun...@afmug.com
> ] *On Behalf Of *Steve Jones
> *Sent:* Thursday, August 31, 2017 8:45 PM
> *To:* af@afmug.com 
> *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"  > 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 
> Direct: 937-552-2343 
>
> 1100 Wayne St
> Suite 1337
> Troy, OH 45373
>
> __ __
>
>
> On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett  > wrote:
>
> What does your DT say to do?
>
>
>
> -
> Mike Hammett
> Intelligent Computing Solutions 
>  telligentComputingSolutionsDeKalb> company/intelligent-computing-solutions>
> Midwest Internet Exchange 
>  com/company/midwest-internet-exchange>
> The Brothers WISP 
> 
>
>
> 
>
> 
> 
>
> *From: *"Steve Jones"  >
> *To: *af@afmug.com 
> *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 

Re: [AFMUG] Serverplus/powercode users, OT

[Steve Jones]

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 <
mattli...@rivervalleyinternet.net> 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:* af@afmug.com
>> *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:af-boun...@afmug.com] *On Behalf Of *Steve Jones
>> *Sent:* Thursday, August 31, 2017 8:45 PM
>> *To:* af@afmug.com
>> *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" <j...@imaginenetworksllc.com>
>> 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)%20552-2340>
>> Direct: 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 <af...@ics-il.net>
>> wrote:
>>
>> What does your DT say to do?
>>
>>
>>
>> -
>> Mike Hammett
>> Intelligent Computing Solutions <http://www.ics-il.com/>
>> <https://www.facebook.com/ICSIL><https://plus.google.com/+In
>> telligentComputingSolutionsDeKalb><https://www.linkedin.com/
>> company/intelligent-computing-solutions><https://twitter.com/ICSIL>
>> Midwest Internet Exchange <http://www.midwest-ix.com/>
>> <https://www.facebook.com/mdwestix><https://www.linkedin.
>> com/company/midwest-internet-exchange><https://twitter.com/mdwestix>
>> The Brothers WISP <http://www.thebrotherswisp.com/>
>> <https://www.facebook.com/thebrotherswisp>
>>
>>
>> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>
>>
>> 
>> 
>>
>> *From: *"Steve Jones" <thatoneguyst...@gmail.com>
>> *To: *af@afmug.com
>> *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 esca

Re: [AFMUG] Serverplus/powercode users, OT

[Matt Hoppes]

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:* af@afmug.com
*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:af-boun...@afmug.com] *On Behalf Of *Steve Jones
*Sent:* Thursday, August 31, 2017 8:45 PM
*To:* af@afmug.com
*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" <j...@imaginenetworksllc.com> 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)%20552-2340>
Direct: 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 <af...@ics-il.net> wrote:

What does your DT say to do?



-
Mike Hammett
Intelligent Computing Solutions <http://www.ics-il.com/>

<https://www.facebook.com/ICSIL><https://plus.google.com/+IntelligentComputingSolutionsDeKalb><https://www.linkedin.com/company/intelligent-computing-solutions><https://twitter.com/ICSIL>
Midwest Internet Exchange <http://www.midwest-ix.com/>

<https://www.facebook.com/mdwestix><https://www.linkedin.com/company/midwest-internet-exchange><https://twitter.com/mdwestix>
The Brothers WISP <http://www.thebrotherswisp.com/>
<https://www.facebook.com/thebrotherswisp>


<https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>



*From: *"Steve Jones" <thatoneguyst...@gmail.com>
    *To: *af@afmug.com
*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"
<j...@imaginenetworksllc.com> 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"
<darin.ste...@mnwifi.com> 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
 

Re: [AFMUG] Serverplus/powercode users, OT

[Matt Hoppes]

GTC is no better.   The experience I've had with GTC are the techs do 
not sound engaged at all.  They sound like they are miles away from the 
phone.  They sound like they are busy doing other things on the computer 
while they should be talking to you.  They are slow to address the 
customer dragging a simple support call out 10-15 minutes (even though 
it's a flat pay rate).




On 9/1/17 12:23 AM, Josh Reynolds wrote:

Checkout ygtc

On Aug 31, 2017 11:22 PM, "Sterling Jacobson" > wrote:

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:af-boun...@afmug.com
] *On Behalf Of *Steve Jones
*Sent:* Thursday, August 31, 2017 8:45 PM
*To:* af@afmug.com 
*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" > 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 
Direct: 937-552-2343 
1100 Wayne St
Suite 1337
Troy, OH 45373

__ __

On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett > wrote:

What does your DT say to do?



-
Mike Hammett
Intelligent Computing Solutions 


Midwest Internet Exchange 


The Brothers WISP 








*From: *"Steve Jones" >
*To: *af@afmug.com 
*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"
> wrote:

I'm not Direct TV and don't want to be compared to them.

Josh Luthman
Office: 937-552-2340 
Direct: 937-552-2343 
1100 Wayne St
Suite 1337
Troy, OH 45373

__ __

On Jul 11, 2017 10:43 PM, "Darin Steffl"

Re: [AFMUG] Serverplus/powercode users, OT

[Chuck McCown]

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: af@afmug.com 
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:af-boun...@afmug.com] On Behalf Of Steve Jones
Sent: Thursday, August 31, 2017 8:45 PM
To: af@afmug.com
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" <j...@imaginenetworksllc.com> 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
  Direct: 937-552-2343
  1100 Wayne St
  Suite 1337
  Troy, OH 45373

   

  On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett <af...@ics-il.net> wrote:

What does your DT say to do?



-
Mike Hammett
Intelligent Computing Solutions

Midwest Internet Exchange

The Brothers WISP








From: "Steve Jones" <thatoneguyst...@gmail.com>
To: af@afmug.com
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" <j...@imaginenetworksllc.com> wrote:

  I'm not Direct TV and don't want to be compared to them.

  Josh Luthman
  Office: 937-552-2340
  Direct: 937-552-2343
  1100 Wayne St
  Suite 1337
  Troy, OH 45373

   

  On Jul 11, 2017 10:43 PM, "Darin Steffl" <darin.ste...@mnwifi.com> 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 
<j...@imaginenetworksllc.com> wrote:

  I would pay 30% more from my current rates to reduce it to sub 30 
seconds.

  Josh Luthman
  Office: 937-552-2340
  Direct: 937-552-2343
  1100 Wayne St
  Suite 1337
  Troy, OH 45373

   

  On Jul 11, 2017 6:36 PM, "Chuck McCown" <ch...@wbmfg.com> 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: af@afmug.com 

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 conce

Re: [AFMUG] Serverplus/powercode users, OT

[Josh Reynolds]

Checkout ygtc

On Aug 31, 2017 11:22 PM, "Sterling Jacobson" <sterl...@avative.net> wrote:

> 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:af-boun...@afmug.com] *On Behalf Of *Steve Jones
> *Sent:* Thursday, August 31, 2017 8:45 PM
> *To:* af@afmug.com
> *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" <j...@imaginenetworksllc.com>
> 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 <(937)%20552-2340>
> Direct: 937-552-2343 <(937)%20552-2343>
> 1100 Wayne St
> Suite 1337
> Troy, OH 45373
>
>
>
> On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett <af...@ics-il.net> wrote:
>
> What does your DT say to do?
>
>
>
> -
> Mike Hammett
> Intelligent Computing Solutions <http://www.ics-il.com/>
> <https://www.facebook.com/ICSIL>
> <https://plus.google.com/+IntelligentComputingSolutionsDeKalb>
> <https://www.linkedin.com/company/intelligent-computing-solutions>
> <https://twitter.com/ICSIL>
> Midwest Internet Exchange <http://www.midwest-ix.com/>
> <https://www.facebook.com/mdwestix>
> <https://www.linkedin.com/company/midwest-internet-exchange>
> <https://twitter.com/mdwestix>
> The Brothers WISP <http://www.thebrotherswisp.com/>
> <https://www.facebook.com/thebrotherswisp>
>
>
> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>
> --
>
> *From: *"Steve Jones" <thatoneguyst...@gmail.com>
> *To: *af@afmug.com
> *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" <j...@imaginenetworksllc.com>
> wrote:
>
> I'm not Direct TV and don't want to be compared to them.
>
> Josh Luthman
> Office: 937-552-2340 <(937)%20552-2340>
> Direct: 937-552-2343 <(937)%20552-2343>
> 1100 Wayne St
> Suite 1337
> Troy, OH 45373
>
>
>
> On Jul 11, 2017 10:43 PM, "Darin Steffl" <darin.ste...@mnwifi.com> 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 <j...@imaginenetworksllc.com>
> wrote:
>
> I would pay 30% more from my current rates to reduce it to sub 30 seconds.
>
> Josh Luthman
> Office: 937-552-2340 <(937)%20552-2340>
> Direct: 937-552-2343 <(937)%20552-2343>
> 1100 Wayne St
> Suite 1337
> Troy, OH 45373
>
>
>
> On Jul 11, 2017 6:36 PM, "Chuck McCown" <ch...@wbmfg.com> wrote:
>
> I am in the camp of “scr

Re: [AFMUG] Serverplus/powercode users, OT

[Sterling Jacobson]

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:af-boun...@afmug.com] On Behalf Of Steve Jones
Sent: Thursday, August 31, 2017 8:45 PM
To: af@afmug.com
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" 
<j...@imaginenetworksllc.com<mailto:j...@imaginenetworksllc.com>> 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)%20552-2340>
Direct: 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 
<af...@ics-il.net<mailto:af...@ics-il.net>> wrote:
What does your DT say to do?


-
Mike Hammett
Intelligent Computing Solutions<http://www.ics-il.com/>
[http://www.ics-il.com/images/fbicon.png]<https://www.facebook.com/ICSIL>[http://www.ics-il.com/images/googleicon.png]<https://plus.google.com/+IntelligentComputingSolutionsDeKalb>[http://www.ics-il.com/images/linkedinicon.png]<https://www.linkedin.com/company/intelligent-computing-solutions>[http://www.ics-il.com/images/twittericon.png]<https://twitter.com/ICSIL>
Midwest Internet Exchange<http://www.midwest-ix.com/>
[http://www.ics-il.com/images/fbicon.png]<https://www.facebook.com/mdwestix>[http://www.ics-il.com/images/linkedinicon.png]<https://www.linkedin.com/company/midwest-internet-exchange>[http://www.ics-il.com/images/twittericon.png]<https://twitter.com/mdwestix>
The Brothers WISP<http://www.thebrotherswisp.com/>
[http://www.ics-il.com/images/fbicon.png]<https://www.facebook.com/thebrotherswisp>[http://www.ics-il.com/images/youtubeicon.png]


<https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>

From: "Steve Jones" 
<thatoneguyst...@gmail.com<mailto:thatoneguyst...@gmail.com>>
To: af@afmug.com<mailto:af@afmug.com>
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" 
<j...@imaginenetworksllc.com<mailto:j...@imaginenetworksllc.com>> 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" 
<darin.ste...@mnwifi.com<mailto:darin.ste...@mnwifi.com>> 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 
<j...@imaginenetworksllc.com<mailto:j...@imaginenetworksllc.com>> 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" 
<ch...@wbmfg.com<mailto:ch...@wbmfg.com>> 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

Re: [AFMUG] Serverplus/powercode users, OT

[Steve Jones]

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" <j...@imaginenetworksllc.com> 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 <(937)%20552-2340>
Direct: 937-552-2343 <(937)%20552-2343>
1100 Wayne St
Suite 1337
Troy, OH 45373

On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett <af...@ics-il.net> wrote:

> What does your DT say to do?
>
>
>
> -
> Mike Hammett
> Intelligent Computing Solutions <http://www.ics-il.com/>
> <https://www.facebook.com/ICSIL>
> <https://plus.google.com/+IntelligentComputingSolutionsDeKalb>
> <https://www.linkedin.com/company/intelligent-computing-solutions>
> <https://twitter.com/ICSIL>
> Midwest Internet Exchange <http://www.midwest-ix.com/>
> <https://www.facebook.com/mdwestix>
> <https://www.linkedin.com/company/midwest-internet-exchange>
> <https://twitter.com/mdwestix>
> The Brothers WISP <http://www.thebrotherswisp.com/>
> <https://www.facebook.com/thebrotherswisp>
>
>
> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>
> ----------
> *From: *"Steve Jones" <thatoneguyst...@gmail.com>
> *To: *af@afmug.com
> *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" <j...@imaginenetworksllc.com>
> wrote:
>
>> I'm not Direct TV and don't want to be compared to them.
>>
>> Josh Luthman
>> Office: 937-552-2340 <(937)%20552-2340>
>> Direct: 937-552-2343 <(937)%20552-2343>
>> 1100 Wayne St
>> Suite 1337
>> Troy, OH 45373
>>
>> On Jul 11, 2017 10:43 PM, "Darin Steffl" <darin.ste...@mnwifi.com> 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 <
>>> j...@imaginenetworksllc.com> wrote:
>>>
>>>> I would pay 30% more from my current rates to reduce it to sub 30
>>>> seconds.
>>>>
>>>> Josh Luthman
>>>> Office: 937-552-2340 <(937)%20552-2340>
>>>> Direct: 937-552-2343 <(937)%20552-2343>
>>>> 1100 Wayne St
>>>> Suite 1337
>>>> Troy, OH 45373
>>>>
>>>> On Jul 11, 2017 6:36 PM, "Chuck McCown" <ch...@wbmfg.com> 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

Re: [AFMUG] Serverplus/powercode users, OT

[Josh Luthman]

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
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

On Thu, Aug 31, 2017 at 10:27 PM, Mike Hammett <af...@ics-il.net> wrote:

> What does your DT say to do?
>
>
>
> -
> Mike Hammett
> Intelligent Computing Solutions <http://www.ics-il.com/>
> <https://www.facebook.com/ICSIL>
> <https://plus.google.com/+IntelligentComputingSolutionsDeKalb>
> <https://www.linkedin.com/company/intelligent-computing-solutions>
> <https://twitter.com/ICSIL>
> Midwest Internet Exchange <http://www.midwest-ix.com/>
> <https://www.facebook.com/mdwestix>
> <https://www.linkedin.com/company/midwest-internet-exchange>
> <https://twitter.com/mdwestix>
> The Brothers WISP <http://www.thebrotherswisp.com/>
> <https://www.facebook.com/thebrotherswisp>
>
>
> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>
> --
> *From: *"Steve Jones" <thatoneguyst...@gmail.com>
> *To: *af@afmug.com
> *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" <j...@imaginenetworksllc.com>
> wrote:
>
>> I'm not Direct TV and don't want to be compared to them.
>>
>> Josh Luthman
>> Office: 937-552-2340 <(937)%20552-2340>
>> Direct: 937-552-2343 <(937)%20552-2343>
>> 1100 Wayne St
>> Suite 1337
>> Troy, OH 45373
>>
>> On Jul 11, 2017 10:43 PM, "Darin Steffl" <darin.ste...@mnwifi.com> 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 <
>>> j...@imaginenetworksllc.com> wrote:
>>>
>>>> I would pay 30% more from my current rates to reduce it to sub 30
>>>> seconds.
>>>>
>>>> Josh Luthman
>>>> Office: 937-552-2340 <(937)%20552-2340>
>>>> Direct: 937-552-2343 <(937)%20552-2343>
>>>> 1100 Wayne St
>>>> Suite 1337
>>>> Troy, OH 45373
>>>>
>>>> On Jul 11, 2017 6:36 PM, "Chuck McCown" <ch...@wbmfg.com> 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:* af@afmug.com
>>>> *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 liv

Re: [AFMUG] Serverplus/powercode users, OT

[Mike Hammett]

What does your DT say to do? 




- 
Mike Hammett 
Intelligent Computing Solutions 

Midwest Internet Exchange 

The Brothers WISP 




- Original Message -

From: "Steve Jones" <thatoneguyst...@gmail.com> 
To: af@afmug.com 
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" < j...@imaginenetworksllc.com > wrote: 



I'm not Direct TV and don't want to be compared to them. 


Josh Luthman 
Office: 937-552-2340 
Direct: 937-552-2343 
1100 Wayne St 
Suite 1337 
Troy, OH 45373 


On Jul 11, 2017 10:43 PM, "Darin Steffl" < darin.ste...@mnwifi.com > 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 < j...@imaginenetworksllc.com > 
wrote: 



I would pay 30% more from my current rates to reduce it to sub 30 seconds. 


Josh Luthman 
Office: 937-552-2340 
Direct: 937-552-2343 
1100 Wayne St 
Suite 1337 
Troy, OH 45373 




On Jul 11, 2017 6:36 PM, "Chuck McCown" < ch...@wbmfg.com > 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: af@afmug.com 
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 
8

Re: [AFMUG] Serverplus/powercode users, OT

[Steve Jones]

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" <j...@imaginenetworksllc.com> wrote:

> I'm not Direct TV and don't want to be compared to them.
>
> Josh Luthman
> Office: 937-552-2340 <(937)%20552-2340>
> Direct: 937-552-2343 <(937)%20552-2343>
> 1100 Wayne St
> Suite 1337
> Troy, OH 45373
>
> On Jul 11, 2017 10:43 PM, "Darin Steffl" <darin.ste...@mnwifi.com> 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 <
>> j...@imaginenetworksllc.com> wrote:
>>
>>> I would pay 30% more from my current rates to reduce it to sub 30
>>> seconds.
>>>
>>> Josh Luthman
>>> Office: 937-552-2340 <(937)%20552-2340>
>>> Direct: 937-552-2343 <(937)%20552-2343>
>>> 1100 Wayne St
>>> Suite 1337
>>> Troy, OH 45373
>>>
>>> On Jul 11, 2017 6:36 PM, "Chuck McCown" <ch...@wbmfg.com> 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:* af@afmug.com
>>> *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
>>>

Re: [AFMUG] Serverplus/powercode users, OT

[Josh Luthman]

I'm not Direct TV and don't want to be compared to them.

Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

On Jul 11, 2017 10:43 PM, "Darin Steffl" <darin.ste...@mnwifi.com> 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 <j...@imaginenetworksllc.com
> > wrote:
>
>> I would pay 30% more from my current rates to reduce it to sub 30 seconds.
>>
>> Josh Luthman
>> Office: 937-552-2340 <(937)%20552-2340>
>> Direct: 937-552-2343 <(937)%20552-2343>
>> 1100 Wayne St
>> Suite 1337
>> Troy, OH 45373
>>
>> On Jul 11, 2017 6:36 PM, "Chuck McCown" <ch...@wbmfg.com> 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:* af@afmug.com
>> *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 <801.426.8283%2C%20ext%20102>
>>
>> [image: New logo xl] <http://www.serverplus.com/>
>>
>> [image: http://i.imgur.com/VOz763A.png]
>>
>> [image: http://i.imgur.com/xvQYYWa.png]
>> <https://www.facebook.com/ServerPlus365/>
>>
>> [image: http://i.imgur.com/ELG0AB1.png]
>> <https://twitter.com/RealServerPlus>
>>
>> [image: Utah 100]   [image: fast50-01][image: Inc 5000]
>>
>>
>>
>> *From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones
>> *Sent:* Monday, July 10, 2017 9:49 PM
>> *To:* af@afmug.com
>> *Subject:* Re: [AF

Re: [AFMUG] Serverplus/powercode users, OT

[Darin Steffl]

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 <j...@imaginenetworksllc.com>
wrote:

> I would pay 30% more from my current rates to reduce it to sub 30 seconds.
>
> Josh Luthman
> Office: 937-552-2340 <(937)%20552-2340>
> Direct: 937-552-2343 <(937)%20552-2343>
> 1100 Wayne St
> Suite 1337
> Troy, OH 45373
>
> On Jul 11, 2017 6:36 PM, "Chuck McCown" <ch...@wbmfg.com> 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:* af@afmug.com
> *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 <801.426.8283%2C%20ext%20102>
>
> [image: New logo xl] <http://www.serverplus.com/>
>
> [image: http://i.imgur.com/VOz763A.png]
>
> [image: http://i.imgur.com/xvQYYWa.png]
> <https://www.facebook.com/ServerPlus365/>
>
> [image: http://i.imgur.com/ELG0AB1.png]
> <https://twitter.com/RealServerPlus>
>
> [image: Utah 100]   [image: fast50-01][image: Inc 5000]
>
>
>
> *From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones
> *Sent:* Monday, July 10, 2017 9:49 PM
> *To:* af@afmug.com
> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>
>
>
> I also meant offlist, not OT
>
>
>
> On Jul 10, 2017 10:31 PM, "Steve Jones" <thatoneguyst...@gmail.com> 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 fixedsimon... simon, where are you?
>
>
>
> On Jul 10, 2017 10:27 PM, "Steve Jones" <thatoneguyst...@gmail.com> 

Re: [AFMUG] Serverplus/powercode users, OT

[Josh Luthman]

I would pay 30% more from my current rates to reduce it to sub 30 seconds.

Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373

On Jul 11, 2017 6:36 PM, "Chuck McCown" <ch...@wbmfg.com> 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:* af@afmug.com
*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 <801.426.8283%2C%20ext%20102>

[image: New logo xl] <http://www.serverplus.com/>

[image: http://i.imgur.com/VOz763A.png]

[image: http://i.imgur.com/xvQYYWa.png]
<https://www.facebook.com/ServerPlus365/>

[image: http://i.imgur.com/ELG0AB1.png] <https://twitter.com/RealServerPlus>

[image: Utah 100]   [image: fast50-01][image: Inc 5000]



*From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Steve Jones
*Sent:* Monday, July 10, 2017 9:49 PM
*To:* af@afmug.com
*Subject:* Re: [AFMUG] Serverplus/powercode users, OT



I also meant offlist, not OT



On Jul 10, 2017 10:31 PM, "Steve Jones" <thatoneguyst...@gmail.com> 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 fixedsimon... simon, where are you?



On Jul 10, 2017 10:27 PM, "Steve Jones" <thatoneguyst...@gmail.com> 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" <thatoneguyst...@gmail.com> 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.

Re: [AFMUG] Serverplus/powercode users, OT

[Chuck McCown]

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: af@afmug.com 
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









   

 

From: Af [mailto:af-boun...@afmug.com] On Behalf Of Steve Jones
Sent: Monday, July 10, 2017 9:49 PM
To: af@afmug.com
Subject: Re: [AFMUG] Serverplus/powercode users, OT

 

I also meant offlist, not OT

 

On Jul 10, 2017 10:31 PM, "Steve Jones" <thatoneguyst...@gmail.com> 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 fixedsimon... simon, where are you?

   

  On Jul 10, 2017 10:27 PM, "Steve Jones" <thatoneguyst...@gmail.com> 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" <thatoneguyst...@gmail.com> 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.

   

Re: [AFMUG] Serverplus/powercode users, OT

[Layne Sisk]

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:af-boun...@afmug.com] On Behalf Of Steve Jones
Sent: Monday, July 10, 2017 9:49 PM
To: af@afmug.com
Subject: Re: [AFMUG] Serverplus/powercode users, OT

I also meant offlist, not OT

On Jul 10, 2017 10:31 PM, "Steve Jones" 
<thatoneguyst...@gmail.com<mailto:thatoneguyst...@gmail.com>> 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 fixedsimon... simon, where are you?

On Jul 10, 2017 10:27 PM, "Steve Jones" 
<thatoneguyst...@gmail.com<mailto:thatoneguyst...@gmail.com>> 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" 
<thatoneguyst...@gmail.com<mailto:thatoneguyst...@gmail.com>> 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.

Re: [AFMUG] Serverplus/powercode users, OT

[Sterling Jacobson]

Years ago when we were with ServerPlus I think they had a mandatory wait time 
of at least a minute.

Maybe they have changed that policy, but it always irritated me.

From: Af [mailto:af-boun...@afmug.com] On Behalf Of Jeremy
Sent: Tuesday, July 11, 2017 10:49 AM
To: af@afmug.com
Subject: Re: [AFMUG] Serverplus/powercode users, OT

That's good to hear!  As these companies grow and continue adding clients it is 
important that they hire more employees to keep up with call demand.  I'm happy 
to hear that they are keeping up.  Our average wait before answer with GTC was 
38 seconds for June.

On Tue, Jul 11, 2017 at 10:42 AM, Chuck McCown 
<ch...@wbmfg.com<mailto:ch...@wbmfg.com>> wrote:
Over the past week, our average wait time with Server Plus was 3:15.

From: Jeremy
Sent: Tuesday, July 11, 2017 10:26 AM
To: af@afmug.com<mailto:af@afmug.com>
Subject: Re: [AFMUG] Serverplus/powercode users, OT

When I was looking at Server Plus I was hearing about 15-20 minute hold times.  
My hold times rarely ever exceed 5 minutes, and average much lower.  I asked 
Layne or Michael or whoever my sales guy was at the time about routing calls 
overseas and he said "we do have an overseas call center, primarily for 
customers who speak tagalong (or something like that), however, we will only 
route your calls there in the case of a large scale outage."  The possibility 
that they would ever be routed to a third party overseas was a deal-breaker for 
meoutage or no.

On Tue, Jul 11, 2017 at 10:10 AM, Josh Reynolds 
<j...@kyneticwifi.com<mailto:j...@kyneticwifi.com>> wrote:
I really like GTC. They took some training, but have great folks.

On Jul 11, 2017 8:40 AM, "Jeremy" 
<jeremysmi...@gmail.com<mailto:jeremysmi...@gmail.com>> wrote:
We went with GTC instead, primarily due to hold times and the fact that S+ 
routes calls overseas during overflow.  We have an out in our contract if hold 
times ever exceed a set average, or if they ever route our calls outside the 
states or to any third party.  We also use Powercode and have been extremely 
pleased with them, but every call center will require training to get them to 
do things the way that you want.  I think how they adapt to your wants and 
needs over time is the real indicator of how they are as a customer service 
entity.  Ticketing is one of the big training items that will differ with every 
ISP.  (ie; when to open tickets, when to close tickets, when they should have 
resolved something on the phone instead of opening a ticket, etc.)  Scheduling 
is the other thing that we likely all do a bit differently.  I'd say give it 
time, and work with them to fine tune it to your way of doing things.  If they 
do not adapt well, I know another company that does

On Tue, Jul 11, 2017 at 7:01 AM, Adair Winter 
<ada...@amarillowireless.net<mailto:ada...@amarillowireless.net>> wrote:
I really don't follow much of your line of thinking here. Can you be more clear 
about what your trying to accomplish or what the problem is?

We use powercode and enjoy it. Are looking at server plus but haven't switched 
yet.


On Jul 10, 2017 10:48 PM, "Steve Jones" 
<thatoneguyst...@gmail.com<mailto:thatoneguyst...@gmail.com>> wrote:
I also meant offlist, not OT

On Jul 10, 2017 10:31 PM, "Steve Jones" 
<thatoneguyst...@gmail.com<mailto:thatoneguyst...@gmail.com>> 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 fixedsimon... simon, where are you?

On Jul 10, 2017 10:27 PM, "Steve Jones" 
<thatoneguyst...@gmail.com<mailto:thatoneguyst...@gmail.com>> 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" 
<thatoneguyst...@gmail.com<mailto:thatoneguyst...@gmail.com>> 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.

Re: [AFMUG] Serverplus/powercode users, OT

[Jeremy]

That's good to hear!  As these companies grow and continue adding clients
it is important that they hire more employees to keep up with call demand.
I'm happy to hear that they are keeping up.  Our average wait before answer
with GTC was 38 seconds for June.

On Tue, Jul 11, 2017 at 10:42 AM, Chuck McCown <ch...@wbmfg.com> wrote:

> Over the past week, our average wait time with Server Plus was 3:15.
>
> *From:* Jeremy
> *Sent:* Tuesday, July 11, 2017 10:26 AM
> *To:* af@afmug.com
> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>
> When I was looking at Server Plus I was hearing about 15-20 minute hold
> times.  My hold times rarely ever exceed 5 minutes, and average much
> lower.  I asked Layne or Michael or whoever my sales guy was at the time
> about routing calls overseas and he said "we do have an overseas call
> center, primarily for customers who speak tagalong (or something like
> that), however, we will only route your calls there in the case of a large
> scale outage."  The possibility that they would *ever *be routed to a
> third party overseas was a deal-breaker for meoutage or no.
>
> On Tue, Jul 11, 2017 at 10:10 AM, Josh Reynolds <j...@kyneticwifi.com>
> wrote:
>
>> I really like GTC. They took some training, but have great folks.
>>
>> On Jul 11, 2017 8:40 AM, "Jeremy" <jeremysmi...@gmail.com> wrote:
>>
>>> We went with GTC instead, primarily due to hold times and the fact that
>>> S+ routes calls overseas during overflow.  We have an out in our contract
>>> if hold times ever exceed a set average, or if they ever route our calls
>>> outside the states or to any third party.  We also use Powercode and have
>>> been extremely pleased with them, but every call center will require
>>> training to get them to do things the way that you want.  I think how they
>>> adapt to your wants and needs over time is the real indicator of how they
>>> are as a customer service entity.  Ticketing is one of the big training
>>> items that will differ with every ISP.  (ie; when to open tickets, when to
>>> close tickets, when they should have resolved something on the phone
>>> instead of opening a ticket, etc.)  Scheduling is the other thing that we
>>> likely all do a bit differently.  I'd say give it time, and work with them
>>> to fine tune it to your way of doing things.  If they do not adapt well, I
>>> know another company that does
>>>
>>> On Tue, Jul 11, 2017 at 7:01 AM, Adair Winter <
>>> ada...@amarillowireless.net> wrote:
>>>
>>>> I really don't follow much of your line of thinking here. Can you be
>>>> more clear about what your trying to accomplish or what the problem is?
>>>>
>>>> We use powercode and enjoy it. Are looking at server plus but haven't
>>>> switched yet.
>>>>
>>>>
>>>> On Jul 10, 2017 10:48 PM, "Steve Jones" <thatoneguyst...@gmail.com>
>>>> wrote:
>>>>
>>>>> I also meant offlist, not OT
>>>>>
>>>>> On Jul 10, 2017 10:31 PM, "Steve Jones" <thatoneguyst...@gmail.com>
>>>>> 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 fixedsimon... simon, where 
>>>>>> are
>>>>>> you?
>>>>>>
>>>>>> On Jul 10, 2017 10:27 PM, "Steve Jones" <thatoneguyst...@gmail.com>
>>>>>> 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" <thatoneguyst...@gmail.com>
>>>>>> 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.
>>>>>>>
>>>>>>
>>>>>>
>>>>>
>>>
>>
>

Re: [AFMUG] Serverplus/powercode users, OT

[Josh Reynolds]

Screw that. Go with GTC. Instantly talk to some one.

Better yet, don't. Stay away. Let them keep their queue clear :P

On Jul 11, 2017 11:42 AM, "Chuck McCown" <ch...@wbmfg.com> wrote:

> Over the past week, our average wait time with Server Plus was 3:15.
>
> *From:* Jeremy
> *Sent:* Tuesday, July 11, 2017 10:26 AM
> *To:* af@afmug.com
> *Subject:* Re: [AFMUG] Serverplus/powercode users, OT
>
> When I was looking at Server Plus I was hearing about 15-20 minute hold
> times.  My hold times rarely ever exceed 5 minutes, and average much
> lower.  I asked Layne or Michael or whoever my sales guy was at the time
> about routing calls overseas and he said "we do have an overseas call
> center, primarily for customers who speak tagalong (or something like
> that), however, we will only route your calls there in the case of a large
> scale outage."  The possibility that they would *ever *be routed to a
> third party overseas was a deal-breaker for meoutage or no.
>
> On Tue, Jul 11, 2017 at 10:10 AM, Josh Reynolds <j...@kyneticwifi.com>
> wrote:
>
>> I really like GTC. They took some training, but have great folks.
>>
>> On Jul 11, 2017 8:40 AM, "Jeremy" <jeremysmi...@gmail.com> wrote:
>>
>>> We went with GTC instead, primarily due to hold times and the fact that
>>> S+ routes calls overseas during overflow.  We have an out in our contract
>>> if hold times ever exceed a set average, or if they ever route our calls
>>> outside the states or to any third party.  We also use Powercode and have
>>> been extremely pleased with them, but every call center will require
>>> training to get them to do things the way that you want.  I think how they
>>> adapt to your wants and needs over time is the real indicator of how they
>>> are as a customer service entity.  Ticketing is one of the big training
>>> items that will differ with every ISP.  (ie; when to open tickets, when to
>>> close tickets, when they should have resolved something on the phone
>>> instead of opening a ticket, etc.)  Scheduling is the other thing that we
>>> likely all do a bit differently.  I'd say give it time, and work with them
>>> to fine tune it to your way of doing things.  If they do not adapt well, I
>>> know another company that does
>>>
>>> On Tue, Jul 11, 2017 at 7:01 AM, Adair Winter <
>>> ada...@amarillowireless.net> wrote:
>>>
>>>> I really don't follow much of your line of thinking here. Can you be
>>>> more clear about what your trying to accomplish or what the problem is?
>>>>
>>>> We use powercode and enjoy it. Are looking at server plus but haven't
>>>> switched yet.
>>>>
>>>>
>>>> On Jul 10, 2017 10:48 PM, "Steve Jones" <thatoneguyst...@gmail.com>
>>>> wrote:
>>>>
>>>>> I also meant offlist, not OT
>>>>>
>>>>> On Jul 10, 2017 10:31 PM, "Steve Jones" <thatoneguyst...@gmail.com>
>>>>> 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 fixedsimon... simon, where 
>>>>>> are
>>>>>> you?
>>>>>>
>>>>>> On Jul 10, 2017 10:27 PM, "Steve Jones" <thatoneguyst...@gmail.com>
>>>>>> 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" <thatoneguyst...@gmail.com>
>>>>>> 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.
>>>>>>>
>>>>>>
>>>>>>
>>>>>
>>>
>>
>

Re: [AFMUG] Serverplus/powercode users, OT

[Chuck McCown]

Over the past week, our average wait time with Server Plus was 3:15.

From: Jeremy 
Sent: Tuesday, July 11, 2017 10:26 AM
To: af@afmug.com 
Subject: Re: [AFMUG] Serverplus/powercode users, OT

When I was looking at Server Plus I was hearing about 15-20 minute hold times.  
My hold times rarely ever exceed 5 minutes, and average much lower.  I asked 
Layne or Michael or whoever my sales guy was at the time about routing calls 
overseas and he said "we do have an overseas call center, primarily for 
customers who speak tagalong (or something like that), however, we will only 
route your calls there in the case of a large scale outage."  The possibility 
that they would ever be routed to a third party overseas was a deal-breaker for 
meoutage or no.

On Tue, Jul 11, 2017 at 10:10 AM, Josh Reynolds <j...@kyneticwifi.com> wrote:

  I really like GTC. They took some training, but have great folks.

  On Jul 11, 2017 8:40 AM, "Jeremy" <jeremysmi...@gmail.com> wrote:

We went with GTC instead, primarily due to hold times and the fact that S+ 
routes calls overseas during overflow.  We have an out in our contract if hold 
times ever exceed a set average, or if they ever route our calls outside the 
states or to any third party.  We also use Powercode and have been extremely 
pleased with them, but every call center will require training to get them to 
do things the way that you want.  I think how they adapt to your wants and 
needs over time is the real indicator of how they are as a customer service 
entity.  Ticketing is one of the big training items that will differ with every 
ISP.  (ie; when to open tickets, when to close tickets, when they should have 
resolved something on the phone instead of opening a ticket, etc.)  Scheduling 
is the other thing that we likely all do a bit differently.  I'd say give it 
time, and work with them to fine tune it to your way of doing things.  If they 
do not adapt well, I know another company that does

On Tue, Jul 11, 2017 at 7:01 AM, Adair Winter <ada...@amarillowireless.net> 
wrote:

  I really don't follow much of your line of thinking here. Can you be more 
clear about what your trying to accomplish or what the problem is?  

  We use powercode and enjoy it. Are looking at server plus but haven't 
switched yet. 


  On Jul 10, 2017 10:48 PM, "Steve Jones" <thatoneguyst...@gmail.com> wrote:

I also meant offlist, not OT

On Jul 10, 2017 10:31 PM, "Steve Jones" <thatoneguyst...@gmail.com> 
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 fixedsimon... simon, where are you?

  On Jul 10, 2017 10:27 PM, "Steve Jones" <thatoneguyst...@gmail.com> 
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" <thatoneguyst...@gmail.com> 
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.

Re: [AFMUG] Serverplus/powercode users, OT

[Jeremy]

When I was looking at Server Plus I was hearing about 15-20 minute hold
times.  My hold times rarely ever exceed 5 minutes, and average much
lower.  I asked Layne or Michael or whoever my sales guy was at the time
about routing calls overseas and he said "we do have an overseas call
center, primarily for customers who speak tagalong (or something like
that), however, we will only route your calls there in the case of a large
scale outage."  The possibility that they would *ever *be routed to a third
party overseas was a deal-breaker for meoutage or no.

On Tue, Jul 11, 2017 at 10:10 AM, Josh Reynolds 
wrote:

> I really like GTC. They took some training, but have great folks.
>
> On Jul 11, 2017 8:40 AM, "Jeremy"  wrote:
>
>> We went with GTC instead, primarily due to hold times and the fact that
>> S+ routes calls overseas during overflow.  We have an out in our contract
>> if hold times ever exceed a set average, or if they ever route our calls
>> outside the states or to any third party.  We also use Powercode and have
>> been extremely pleased with them, but every call center will require
>> training to get them to do things the way that you want.  I think how they
>> adapt to your wants and needs over time is the real indicator of how they
>> are as a customer service entity.  Ticketing is one of the big training
>> items that will differ with every ISP.  (ie; when to open tickets, when to
>> close tickets, when they should have resolved something on the phone
>> instead of opening a ticket, etc.)  Scheduling is the other thing that we
>> likely all do a bit differently.  I'd say give it time, and work with them
>> to fine tune it to your way of doing things.  If they do not adapt well, I
>> know another company that does
>>
>> On Tue, Jul 11, 2017 at 7:01 AM, Adair Winter <
>> ada...@amarillowireless.net> wrote:
>>
>>> I really don't follow much of your line of thinking here. Can you be
>>> more clear about what your trying to accomplish or what the problem is?
>>>
>>> We use powercode and enjoy it. Are looking at server plus but haven't
>>> switched yet.
>>>
>>>
>>> On Jul 10, 2017 10:48 PM, "Steve Jones" 
>>> wrote:
>>>
 I also meant offlist, not OT

 On Jul 10, 2017 10:31 PM, "Steve Jones" 
 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 fixedsimon... simon, where 
> are
> you?
>
> On Jul 10, 2017 10:27 PM, "Steve Jones" 
> 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" 
> 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.
>>
>
>
>>

Re: [AFMUG] Serverplus/powercode users, OT

[Josh Reynolds]

I really like GTC. They took some training, but have great folks.

On Jul 11, 2017 8:40 AM, "Jeremy"  wrote:

> We went with GTC instead, primarily due to hold times and the fact that S+
> routes calls overseas during overflow.  We have an out in our contract if
> hold times ever exceed a set average, or if they ever route our calls
> outside the states or to any third party.  We also use Powercode and have
> been extremely pleased with them, but every call center will require
> training to get them to do things the way that you want.  I think how they
> adapt to your wants and needs over time is the real indicator of how they
> are as a customer service entity.  Ticketing is one of the big training
> items that will differ with every ISP.  (ie; when to open tickets, when to
> close tickets, when they should have resolved something on the phone
> instead of opening a ticket, etc.)  Scheduling is the other thing that we
> likely all do a bit differently.  I'd say give it time, and work with them
> to fine tune it to your way of doing things.  If they do not adapt well, I
> know another company that does
>
> On Tue, Jul 11, 2017 at 7:01 AM, Adair Winter  > wrote:
>
>> I really don't follow much of your line of thinking here. Can you be more
>> clear about what your trying to accomplish or what the problem is?
>>
>> We use powercode and enjoy it. Are looking at server plus but haven't
>> switched yet.
>>
>>
>> On Jul 10, 2017 10:48 PM, "Steve Jones" 
>> wrote:
>>
>>> I also meant offlist, not OT
>>>
>>> On Jul 10, 2017 10:31 PM, "Steve Jones" 
>>> 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 fixedsimon... simon, where are
 you?

 On Jul 10, 2017 10:27 PM, "Steve Jones" 
 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" 
 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.
>


>

Re: [AFMUG] Serverplus/powercode users, OT

[Darin Steffl]

Hold times are generally very reasonable on Serverplus. Once in a while
there might be hold times a bit longer but it's rare.

They do NOT route our calls overseas and never have. If I recall, there was
a setting on your account set that accidentally routed some calls overseas.
They have some ISP customers that accept that at a cheaper price. It is not
standard on their normal pricing. It was either you or another ISP that
complained of that and they responded publicly that it was setup to route
the calls to the wrong place.

Overall, generally happy with Serverplus but everyone can use improvement
in some fashions. We'd honestly like to see an email of each call
regardless of whether they escalate it or not, just so we don't miss
anything.

On Tue, Jul 11, 2017 at 8:45 AM, Adair Winter 
wrote:

> What hold times were you seeing with serverplus? They claim they are low
> and have some pretty detailed stats that seem to agree.
>
> On Jul 11, 2017 8:40 AM, "Jeremy"  wrote:
>
>> We went with GTC instead, primarily due to hold times and the fact that
>> S+ routes calls overseas during overflow.  We have an out in our contract
>> if hold times ever exceed a set average, or if they ever route our calls
>> outside the states or to any third party.  We also use Powercode and have
>> been extremely pleased with them, but every call center will require
>> training to get them to do things the way that you want.  I think how they
>> adapt to your wants and needs over time is the real indicator of how they
>> are as a customer service entity.  Ticketing is one of the big training
>> items that will differ with every ISP.  (ie; when to open tickets, when to
>> close tickets, when they should have resolved something on the phone
>> instead of opening a ticket, etc.)  Scheduling is the other thing that we
>> likely all do a bit differently.  I'd say give it time, and work with them
>> to fine tune it to your way of doing things.  If they do not adapt well, I
>> know another company that does
>>
>> On Tue, Jul 11, 2017 at 7:01 AM, Adair Winter <
>> ada...@amarillowireless.net> wrote:
>>
>>> I really don't follow much of your line of thinking here. Can you be
>>> more clear about what your trying to accomplish or what the problem is?
>>>
>>> We use powercode and enjoy it. Are looking at server plus but haven't
>>> switched yet.
>>>
>>>
>>> On Jul 10, 2017 10:48 PM, "Steve Jones" 
>>> wrote:
>>>
 I also meant offlist, not OT

 On Jul 10, 2017 10:31 PM, "Steve Jones" 
 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 fixedsimon... simon, where 
> are
> you?
>
> On Jul 10, 2017 10:27 PM, "Steve Jones" 
> 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" 
> 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
507-634-WiFi
 Like us on Facebook

Re: [AFMUG] Serverplus/powercode users, OT

[Simon Westlake]

Don't take my name in vain, Steve Jones!

On 7/10/2017 10:31 PM, Steve Jones 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 
fixedsimon... simon, where are you?


On Jul 10, 2017 10:27 PM, "Steve Jones" > 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" > 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.




--
Simon Westlake
Email: simon@sonar.software
Phone: (702) 447-1247 US / (780) 900-1180 CA
---
Sonar Software Inc
The future of ISP billing and OSS
https://sonar.software

Re: [AFMUG] Serverplus/powercode users, OT

[Adair Winter]

What hold times were you seeing with serverplus? They claim they are low
and have some pretty detailed stats that seem to agree.

On Jul 11, 2017 8:40 AM, "Jeremy"  wrote:

> We went with GTC instead, primarily due to hold times and the fact that S+
> routes calls overseas during overflow.  We have an out in our contract if
> hold times ever exceed a set average, or if they ever route our calls
> outside the states or to any third party.  We also use Powercode and have
> been extremely pleased with them, but every call center will require
> training to get them to do things the way that you want.  I think how they
> adapt to your wants and needs over time is the real indicator of how they
> are as a customer service entity.  Ticketing is one of the big training
> items that will differ with every ISP.  (ie; when to open tickets, when to
> close tickets, when they should have resolved something on the phone
> instead of opening a ticket, etc.)  Scheduling is the other thing that we
> likely all do a bit differently.  I'd say give it time, and work with them
> to fine tune it to your way of doing things.  If they do not adapt well, I
> know another company that does
>
> On Tue, Jul 11, 2017 at 7:01 AM, Adair Winter  > wrote:
>
>> I really don't follow much of your line of thinking here. Can you be more
>> clear about what your trying to accomplish or what the problem is?
>>
>> We use powercode and enjoy it. Are looking at server plus but haven't
>> switched yet.
>>
>>
>> On Jul 10, 2017 10:48 PM, "Steve Jones" 
>> wrote:
>>
>>> I also meant offlist, not OT
>>>
>>> On Jul 10, 2017 10:31 PM, "Steve Jones" 
>>> 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 fixedsimon... simon, where are
 you?

 On Jul 10, 2017 10:27 PM, "Steve Jones" 
 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" 
 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.
>


>

Re: [AFMUG] Serverplus/powercode users, OT

[Jeremy]

We went with GTC instead, primarily due to hold times and the fact that S+
routes calls overseas during overflow.  We have an out in our contract if
hold times ever exceed a set average, or if they ever route our calls
outside the states or to any third party.  We also use Powercode and have
been extremely pleased with them, but every call center will require
training to get them to do things the way that you want.  I think how they
adapt to your wants and needs over time is the real indicator of how they
are as a customer service entity.  Ticketing is one of the big training
items that will differ with every ISP.  (ie; when to open tickets, when to
close tickets, when they should have resolved something on the phone
instead of opening a ticket, etc.)  Scheduling is the other thing that we
likely all do a bit differently.  I'd say give it time, and work with them
to fine tune it to your way of doing things.  If they do not adapt well, I
know another company that does

On Tue, Jul 11, 2017 at 7:01 AM, Adair Winter 
wrote:

> I really don't follow much of your line of thinking here. Can you be more
> clear about what your trying to accomplish or what the problem is?
>
> We use powercode and enjoy it. Are looking at server plus but haven't
> switched yet.
>
>
> On Jul 10, 2017 10:48 PM, "Steve Jones"  wrote:
>
>> I also meant offlist, not OT
>>
>> On Jul 10, 2017 10:31 PM, "Steve Jones" 
>> 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 fixedsimon... simon, where are
>>> you?
>>>
>>> On Jul 10, 2017 10:27 PM, "Steve Jones" 
>>> 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" 
>>> 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.

>>>
>>>

Re: [AFMUG] Serverplus/powercode users, OT

[Adair Winter]

I really don't follow much of your line of thinking here. Can you be more
clear about what your trying to accomplish or what the problem is?

We use powercode and enjoy it. Are looking at server plus but haven't
switched yet.


On Jul 10, 2017 10:48 PM, "Steve Jones"  wrote:

> I also meant offlist, not OT
>
> On Jul 10, 2017 10:31 PM, "Steve Jones"  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 fixedsimon... simon, where are you?
>>
>> On Jul 10, 2017 10:27 PM, "Steve Jones" 
>> 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" 
>> 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.
>>>
>>
>>

Re: [AFMUG] Serverplus/powercode users, OT

[Steve Jones]

I also meant offlist, not OT

On Jul 10, 2017 10:31 PM, "Steve Jones"  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 fixedsimon... simon, where are you?
>
> On Jul 10, 2017 10:27 PM, "Steve Jones"  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"  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.
>>
>
>

Re: [AFMUG] Serverplus/powercode users, OT

[Steve Jones]

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 fixedsimon... simon, where are you?

On Jul 10, 2017 10:27 PM, "Steve Jones"  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"  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.
>

Re: [AFMUG] Serverplus/powercode users, OT

[Steve Jones]

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"  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.
>

[AFMUG] Serverplus/powercode users, OT

[Steve Jones]

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.