Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter?
the client, and yes, it was my fault. Blaiming it on the Power Company didn't work for long. Just keeping it real. Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: Ryan Ghering rgher...@gmail.com To: WISPA General List wireless@wispa.org Sent: Friday, July 31, 2009 10:22 AM Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Yesterday, we had a long term upstream outage. Someone in Qwest killed our ATM upstream and somehow we were getting crosstalk to another ATM PVC. (Don't ask nobody can tell me how this was done). In the mean time customers are calling us screaming that they need their net. Our staff politely informs them all day long that this isn't a issue with us, its upstream. Some customers accept that and move on for the day. However the kicker!! One of our customers which is a dedicated 3 meg calls up and asks, Are you down I say yes at this time the internet is down due to a problem with qwest in Denver. The customer says ok, do you have an ETA? I tell him no not at this time the problem is with qwest not with us. Customer says ok thanks and hangs up. Not 20 minutes later I get a phone call from the customer, he's mad as hell and spitting nails. I only caught about 1/2 of what he had said. But it sounded like. Your a damn lier, I call qwest, they have NO issues anywhere. I want my ** Net or you can kiss my account goodbye a**hole.. Then he hangs up. ( mind you this is a business customer ) I call him back about an hour later and he says he's canceled. And will get service from somewhere else. How can this be? How was this my fault? Customers are irrational and stupid.. Agreed. lol Ryan On Fri, Jul 31, 2009 at 1:58 AM, Marlon K. Schafer o...@odessaoffice.comwrote: roflol Rick this is a GOOD thing Your customers call you for all problems because YOU WILL ANSWER THE PHONE!! Sometimes great service levels suck. lol marlon - Original Message - From: Rick Kunze rku...@colusanet.com To: WISPA General List wireless@wispa.org Sent: Wednesday, July 29, 2009 5:40 PM Subject: [WISPA] Are customers increasingly clueless? Or is it gettingbetter? Customer calls just now. They ask if the Internet is having trouble, I reply that there are no outages. She then says she called a couple of her friends in neighboring towns and they were all down too. She asks if any other people have called today with problems. I replied stating that a day doesn't go by without someone calling with such an issue etc. I ask her for some details, any message on the screen? She says that a message popped up that said, No Input. I thought to myself for a minute and replied, I'm unaware of any Windows message that says that. I asked, This is in Explorer? She said, No, she can't get Explorer to run, nothing will run, the monitor is dark and a small message on the blank screen says No Input. I would have thought that by now more of the general public would be starting to figure some of this out. It's discouraging to me that such an obvious hardware issue resulted in a call to see if the Internet is down. Rk slapping self in forehead! WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List
Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter?
Don't be afraid to get creative with your backup connection. Mine is a $60 a month 6 meg down and 768k up DSL line. Sure we average 12 meg on the bandwidth graph, but it's better than being off. When I have to use the backup I limit all connections to 56k up and 100k down. Brian Tom DeReggi wrote: Actually, I disagree with your example. You let your customer down, not Qwest. Did you route them out your secondary transit? If you didn;t have one, thats not the customer's faught. Did you let him know that you are trying to contact Quest yourself to get more information on an ETA, and influence a work around? Did he feel you were in control of the situation? Or did you leave him to fend for himself, even though you were the expert on the technology? Sending the message, "oh well, its down, not my problem, let all my own customers suffer, so what" is not taking care of your clients. If you had communicated with your client making him feel like you were working towards defending his interests, he never would have took action into his own hands and called Qwest directly to investigate further, and get false answers. So yes, Customers can be irrational, often unfair and unforgiving, but if you want to keep your clients its up to you to deal with it and take care of them. Who's faught it is, is irrelevent. Customer Service is about taking care of the customer. I just lost a customer 2 weeks ago. Power went out AGAIN! It keeps blowing breakers on electrical panels not under my controll or access. I can put UPSes there all day, but that does no good if breakers turn off upstream of my electrical Demarc. But DSL, CABLE, and Cellular EVDO didn't go out every time the property had power failures. It was my faught that I designed a business install to be behind an electric breaker that was outside my control to manage. If I did my job and took care of the client, I would have called the power company or property management and redesign an alternate solution, after the first couple of times the power went out. But I didn't. Yes, I lost the client, and yes, it was my fault. Blaiming it on the Power Company didn't work for long. Just keeping it real. Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: "Ryan Ghering" rgher...@gmail.com To: "WISPA General List" wireless@wispa.org Sent: Friday, July 31, 2009 10:22 AM Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Yesterday, we had a long term upstream outage. Someone in Qwest killed our ATM upstream and somehow we were getting crosstalk to another ATM PVC. (Don't ask nobody can tell me how this was done). In the mean time customers are calling us screaming that they need their net. Our staff politely informs them all day long that this isn't a issue with us, its upstream. Some customers accept that and move on for the day. However the kicker!! One of our customers which is a dedicated 3 meg calls up and asks, "Are you down" I say yes at this time the internet is down due to a problem with qwest in Denver. The customer says "ok, do you have an ETA?" I tell him no not at this time the problem is with qwest not with us. Customer says "ok thanks" and hangs up. Not 20 minutes later I get a phone call from the customer, he's mad as hell and spitting nails. I only caught about 1/2 of what he had said. But it sounded like. "Your a damn lier, I call qwest, they have NO issues anywhere. I want my ** Net or you can kiss my account goodbye a**hole.." Then he hangs up. ( mind you this is a business customer ) I call him back about an hour later and he says he's canceled. And will get service from somewhere else. How can this be? How was this my fault? Customers are irrational and stupid.. Agreed. lol Ryan On Fri, Jul 31, 2009 at 1:58 AM, Marlon K. Schafer o...@odessaoffice.comwrote: roflol Rick this is a GOOD thing Your customers call you for all problems because YOU WILL ANSWER THE PHONE!! Sometimes great service levels suck. lol marlon - Original Message - From: "Rick Kunze" rku...@colusanet.com To: "WISPA General List" wireless@wispa.org Sent: Wednesday, July 29, 2009 5:40 PM Subject: [WISPA] Are customers increasingly clueless? Or is it gettingbetter? Customer calls just now. They ask if the Internet is "having trouble", I reply that there are no outages. She then says she called a couple of her friends in neighboring towns and they were all down too. She asks if any other people have called today with problems. I replied stating that a day doesn't go by without someone calling with such an issue etc. I ask her for some details, "any message on the screen?" She says that a message popped up that said, "No Input". I thought
Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter?
Don't be afraid to get creative with your backup connection. Mine is a $60 a month 6 meg down and 768k up DSL line. Sure we average 12 meg on the bandwidth graph, but it's better than being off. When I have to use the backup I limit all connections to 56k up and 100k down. I agree. In my area, we use Time Warner for fiber and have 2 separate access points for them, each on different sides of the county where Time Warner are told us are not directly connected so that if someone runs off the road and smacks a pole, the whole system isn't down. To back that all up, we use 2 basic DSL lines from SBC. As Brian said, throttle is down so that at least the ones who can bear the slow speed can get what they need if they can stick it out. On a funny note, however, once during an outage, and just as a joke... I told a customer who just HAD to get on her Pogo.com that I could burn her off some internet on a CD and she could pick it up here in the office. She put the phone down before I could tell her it was a joke and I could hear her yelling to her husband how he needed to run to town and pick up the internet I was going to burn for her. She came back and said that was fine, she was going to send him in.Who would have thunk it??? So now it's a joke around here, I'm gonna burn her some Google so she can get her mail for anyone who is down. Rural Ohio, gotta love it. From: wireless-boun...@wispa.org [mailto:wireless-boun...@wispa.org] On Behalf Of Brian Rohrbacher Sent: Saturday, August 01, 2009 9:38 AM To: WISPA General List Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Don't be afraid to get creative with your backup connection. Mine is a $60 a month 6 meg down and 768k up DSL line. Sure we average 12 meg on the bandwidth graph, but it's better than being off. When I have to use the backup I limit all connections to 56k up and 100k down. Brian Tom DeReggi wrote: Actually, I disagree with your example. You let your customer down, not Qwest. Did you route them out your secondary transit? If you didn;t have one, thats not the customer's faught. Did you let him know that you are trying to contact Quest yourself to get more information on an ETA, and influence a work around? Did he feel you were in control of the situation? Or did you leave him to fend for himself, even though you were the expert on the technology? Sending the message, oh well, its down, not my problem, let all my own customers suffer, so what is not taking care of your clients. If you had communicated with your client making him feel like you were working towards defending his interests, he never would have took action into his own hands and called Qwest directly to investigate further, and get false answers. So yes, Customers can be irrational, often unfair and unforgiving, but if you want to keep your clients its up to you to deal with it and take care of them. Who's faught it is, is irrelevent. Customer Service is about taking care of the customer. I just lost a customer 2 weeks ago. Power went out AGAIN! It keeps blowing breakers on electrical panels not under my controll or access. I can put UPSes there all day, but that does no good if breakers turn off upstream of my electrical Demarc. But DSL, CABLE, and Cellular EVDO didn't go out every time the property had power failures. It was my faught that I designed a business install to be behind an electric breaker that was outside my control to manage. If I did my job and took care of the client, I would have called the power company or property management and redesign an alternate solution, after the first couple of times the power went out. But I didn't. Yes, I lost the client, and yes, it was my fault. Blaiming it on the Power Company didn't work for long. Just keeping it real. Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: Ryan Ghering mailto:rgher...@gmail.com rgher...@gmail.com To: WISPA General List mailto:wireless@wispa.org wireless@wispa.org Sent: Friday, July 31, 2009 10:22 AM Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Yesterday, we had a long term upstream outage. Someone in Qwest killed our ATM upstream and somehow we were getting crosstalk to another ATM PVC. (Don't ask nobody can tell me how this was done). In the mean time customers are calling us screaming that they need their net. Our staff politely informs them all day long that this isn't a issue with us, its upstream. Some customers accept that and move on for the day. However the kicker!! One of our customers which is a dedicated 3 meg calls up and asks, Are you down I say yes at this time the internet is down due to a problem with qwest in Denver. The customer says ok, do you have an ETA? I tell him no not at this time the problem is with qwest not with us. Customer says ok
Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter?
So, you can burn a copy of the whole on DVD! On Sat, Aug 1, 2009 at 9:52 AM, Robert Westrobert.w...@just-micro.com wrote: Don't be afraid to get creative with your backup connection. Mine is a $60 a month 6 meg down and 768k up DSL line. Sure we average 12 meg on the bandwidth graph, but it's better than being off. When I have to use the backup I limit all connections to 56k up and 100k down. I agree. In my area, we use Time Warner for fiber and have 2 separate access points for them, each on different sides of the county where Time Warner are told us are not directly connected so that if someone runs off the road and smacks a pole, the whole system isn't down. To back that all up, we use 2 basic DSL lines from SBC. As Brian said, throttle is down so that at least the ones who can bear the slow speed can get what they need if they can stick it out. On a funny note, however, once during an outage, and just as a joke... I told a customer who just HAD to get on her Pogo.com that I could burn her off some internet on a CD and she could pick it up here in the office. She put the phone down before I could tell her it was a joke and I could hear her yelling to her husband how he needed to run to town and pick up the internet I was going to burn for her. She came back and said that was fine, she was going to send him in. Who would have thunk it??? So now it's a joke around here, I'm gonna burn her some Google so she can get her mail for anyone who is down. Rural Ohio, gotta love it. From: wireless-boun...@wispa.org [mailto:wireless-boun...@wispa.org] On Behalf Of Brian Rohrbacher Sent: Saturday, August 01, 2009 9:38 AM To: WISPA General List Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Don't be afraid to get creative with your backup connection. Mine is a $60 a month 6 meg down and 768k up DSL line. Sure we average 12 meg on the bandwidth graph, but it's better than being off. When I have to use the backup I limit all connections to 56k up and 100k down. Brian Tom DeReggi wrote: Actually, I disagree with your example. You let your customer down, not Qwest. Did you route them out your secondary transit? If you didn;t have one, thats not the customer's faught. Did you let him know that you are trying to contact Quest yourself to get more information on an ETA, and influence a work around? Did he feel you were in control of the situation? Or did you leave him to fend for himself, even though you were the expert on the technology? Sending the message, oh well, its down, not my problem, let all my own customers suffer, so what is not taking care of your clients. If you had communicated with your client making him feel like you were working towards defending his interests, he never would have took action into his own hands and called Qwest directly to investigate further, and get false answers. So yes, Customers can be irrational, often unfair and unforgiving, but if you want to keep your clients its up to you to deal with it and take care of them. Who's faught it is, is irrelevent. Customer Service is about taking care of the customer. I just lost a customer 2 weeks ago. Power went out AGAIN! It keeps blowing breakers on electrical panels not under my controll or access. I can put UPSes there all day, but that does no good if breakers turn off upstream of my electrical Demarc. But DSL, CABLE, and Cellular EVDO didn't go out every time the property had power failures. It was my faught that I designed a business install to be behind an electric breaker that was outside my control to manage. If I did my job and took care of the client, I would have called the power company or property management and redesign an alternate solution, after the first couple of times the power went out. But I didn't. Yes, I lost the client, and yes, it was my fault. Blaiming it on the Power Company didn't work for long. Just keeping it real. Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: Ryan Ghering mailto:rgher...@gmail.com rgher...@gmail.com To: WISPA General List mailto:wireless@wispa.org wireless@wispa.org Sent: Friday, July 31, 2009 10:22 AM Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Yesterday, we had a long term upstream outage. Someone in Qwest killed our ATM upstream and somehow we were getting crosstalk to another ATM PVC. (Don't ask nobody can tell me how this was done). In the mean time customers are calling us screaming that they need their net. Our staff politely informs them all day long that this isn't a issue with us, its upstream. Some customers accept that and move on for the day. However the kicker!! One of our customers which is a dedicated 3 meg calls up and asks, Are you down I say yes at this time the internet is down due
Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter?
Robert, you have two TW connections? Did they charge you double for that? -RickG On Sat, Aug 1, 2009 at 9:52 AM, Robert Westrobert.w...@just-micro.com wrote: Don't be afraid to get creative with your backup connection. Mine is a $60 a month 6 meg down and 768k up DSL line. Sure we average 12 meg on the bandwidth graph, but it's better than being off. When I have to use the backup I limit all connections to 56k up and 100k down. I agree. In my area, we use Time Warner for fiber and have 2 separate access points for them, each on different sides of the county where Time Warner are told us are not directly connected so that if someone runs off the road and smacks a pole, the whole system isn't down. To back that all up, we use 2 basic DSL lines from SBC. As Brian said, throttle is down so that at least the ones who can bear the slow speed can get what they need if they can stick it out. On a funny note, however, once during an outage, and just as a joke... I told a customer who just HAD to get on her Pogo.com that I could burn her off some internet on a CD and she could pick it up here in the office. She put the phone down before I could tell her it was a joke and I could hear her yelling to her husband how he needed to run to town and pick up the internet I was going to burn for her. She came back and said that was fine, she was going to send him in. Who would have thunk it??? So now it's a joke around here, I'm gonna burn her some Google so she can get her mail for anyone who is down. Rural Ohio, gotta love it. From: wireless-boun...@wispa.org [mailto:wireless-boun...@wispa.org] On Behalf Of Brian Rohrbacher Sent: Saturday, August 01, 2009 9:38 AM To: WISPA General List Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Don't be afraid to get creative with your backup connection. Mine is a $60 a month 6 meg down and 768k up DSL line. Sure we average 12 meg on the bandwidth graph, but it's better than being off. When I have to use the backup I limit all connections to 56k up and 100k down. Brian Tom DeReggi wrote: Actually, I disagree with your example. You let your customer down, not Qwest. Did you route them out your secondary transit? If you didn;t have one, thats not the customer's faught. Did you let him know that you are trying to contact Quest yourself to get more information on an ETA, and influence a work around? Did he feel you were in control of the situation? Or did you leave him to fend for himself, even though you were the expert on the technology? Sending the message, oh well, its down, not my problem, let all my own customers suffer, so what is not taking care of your clients. If you had communicated with your client making him feel like you were working towards defending his interests, he never would have took action into his own hands and called Qwest directly to investigate further, and get false answers. So yes, Customers can be irrational, often unfair and unforgiving, but if you want to keep your clients its up to you to deal with it and take care of them. Who's faught it is, is irrelevent. Customer Service is about taking care of the customer. I just lost a customer 2 weeks ago. Power went out AGAIN! It keeps blowing breakers on electrical panels not under my controll or access. I can put UPSes there all day, but that does no good if breakers turn off upstream of my electrical Demarc. But DSL, CABLE, and Cellular EVDO didn't go out every time the property had power failures. It was my faught that I designed a business install to be behind an electric breaker that was outside my control to manage. If I did my job and took care of the client, I would have called the power company or property management and redesign an alternate solution, after the first couple of times the power went out. But I didn't. Yes, I lost the client, and yes, it was my fault. Blaiming it on the Power Company didn't work for long. Just keeping it real. Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: Ryan Ghering mailto:rgher...@gmail.com rgher...@gmail.com To: WISPA General List mailto:wireless@wispa.org wireless@wispa.org Sent: Friday, July 31, 2009 10:22 AM Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Yesterday, we had a long term upstream outage. Someone in Qwest killed our ATM upstream and somehow we were getting crosstalk to another ATM PVC. (Don't ask nobody can tell me how this was done). In the mean time customers are calling us screaming that they need their net. Our staff politely informs them all day long that this isn't a issue with us, its upstream. Some customers accept that and move on for the day. However the kicker!! One of our customers which is a dedicated 3 meg calls up and asks, Are you down I say yes
Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter?
Sort of. The main connection is at full bore price but the secondary is a slower connection, not the 20/20 we have for the main at almost 800 bucks per month. But our salesperson says, and I havent had to try it, we can call in and have it moved to full speed in a matter of minutes. We are paying $250 for the second connection which is their standard business price for 15/2 on copper. (They built the line out with fiber into the office and then terminated into copper to make it look good on paper and to keep it cheap. The salesman did some tricks on the install to get it put in for zero cash) I can also use the Time Warner at the house since we have a Home Based Business plan there which is 15/2 and they charge 89 bucks for it. Sales guy said that also falls within the terms of use. One way or another, we should be able to access to something in case of an outage. Yeah, I use Time Warner at home, the wife would crash the wireless with all her Netflix. :) -Original Message- From: wireless-boun...@wispa.org [mailto:wireless-boun...@wispa.org] On Behalf Of RickG Sent: Saturday, August 01, 2009 12:46 PM To: WISPA General List Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Robert, you have two TW connections? Did they charge you double for that? -RickG On Sat, Aug 1, 2009 at 9:52 AM, Robert Westrobert.w...@just-micro.com wrote: Don't be afraid to get creative with your backup connection. Mine is a $60 a month 6 meg down and 768k up DSL line. Sure we average 12 meg on the bandwidth graph, but it's better than being off. When I have to use the backup I limit all connections to 56k up and 100k down. I agree. In my area, we use Time Warner for fiber and have 2 separate access points for them, each on different sides of the county where Time Warner are told us are not directly connected so that if someone runs off the road and smacks a pole, the whole system isn't down. To back that all up, we use 2 basic DSL lines from SBC. As Brian said, throttle is down so that at least the ones who can bear the slow speed can get what they need if they can stick it out. On a funny note, however, once during an outage, and just as a joke... I told a customer who just HAD to get on her Pogo.com that I could burn her off some internet on a CD and she could pick it up here in the office. She put the phone down before I could tell her it was a joke and I could hear her yelling to her husband how he needed to run to town and pick up the internet I was going to burn for her. She came back and said that was fine, she was going to send him in. Who would have thunk it??? So now it's a joke around here, I'm gonna burn her some Google so she can get her mail for anyone who is down. Rural Ohio, gotta love it. From: wireless-boun...@wispa.org [mailto:wireless-boun...@wispa.org] On Behalf Of Brian Rohrbacher Sent: Saturday, August 01, 2009 9:38 AM To: WISPA General List Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Don't be afraid to get creative with your backup connection. Mine is a $60 a month 6 meg down and 768k up DSL line. Sure we average 12 meg on the bandwidth graph, but it's better than being off. When I have to use the backup I limit all connections to 56k up and 100k down. Brian Tom DeReggi wrote: Actually, I disagree with your example. You let your customer down, not Qwest. Did you route them out your secondary transit? If you didn;t have one, thats not the customer's faught. Did you let him know that you are trying to contact Quest yourself to get more information on an ETA, and influence a work around? Did he feel you were in control of the situation? Or did you leave him to fend for himself, even though you were the expert on the technology? Sending the message, oh well, its down, not my problem, let all my own customers suffer, so what is not taking care of your clients. If you had communicated with your client making him feel like you were working towards defending his interests, he never would have took action into his own hands and called Qwest directly to investigate further, and get false answers. So yes, Customers can be irrational, often unfair and unforgiving, but if you want to keep your clients its up to you to deal with it and take care of them. Who's faught it is, is irrelevent. Customer Service is about taking care of the customer. I just lost a customer 2 weeks ago. Power went out AGAIN! It keeps blowing breakers on electrical panels not under my controll or access. I can put UPSes there all day, but that does no good if breakers turn off upstream of my electrical Demarc. But DSL, CABLE, and Cellular EVDO didn't go out every time the property had power failures. It was my faught that I designed a business install to be behind an electric breaker that was outside my control to manage. If I did
Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter?
He obviously has some sort of issue, but this is where DIVERSITY comes into play. BGP to two different providers with no common equipment or paths to them. - Mike Hammett Intelligent Computing Solutions http://www.ics-il.com -- From: Ryan Ghering rgher...@gmail.com Sent: Friday, July 31, 2009 9:22 AM To: WISPA General List wireless@wispa.org Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Yesterday, we had a long term upstream outage. Someone in Qwest killed our ATM upstream and somehow we were getting crosstalk to another ATM PVC. (Don't ask nobody can tell me how this was done). In the mean time customers are calling us screaming that they need their net. Our staff politely informs them all day long that this isn't a issue with us, its upstream. Some customers accept that and move on for the day. However the kicker!! One of our customers which is a dedicated 3 meg calls up and asks, Are you down I say yes at this time the internet is down due to a problem with qwest in Denver. The customer says ok, do you have an ETA? I tell him no not at this time the problem is with qwest not with us. Customer says ok thanks and hangs up. Not 20 minutes later I get a phone call from the customer, he's mad as hell and spitting nails. I only caught about 1/2 of what he had said. But it sounded like. Your a damn lier, I call qwest, they have NO issues anywhere. I want my ** Net or you can kiss my account goodbye a**hole.. Then he hangs up. ( mind you this is a business customer ) I call him back about an hour later and he says he's canceled. And will get service from somewhere else. How can this be? How was this my fault? Customers are irrational and stupid.. Agreed. lol Ryan On Fri, Jul 31, 2009 at 1:58 AM, Marlon K. Schafer o...@odessaoffice.comwrote: roflol Rick this is a GOOD thing Your customers call you for all problems because YOU WILL ANSWER THE PHONE!! Sometimes great service levels suck. lol marlon - Original Message - From: Rick Kunze rku...@colusanet.com To: WISPA General List wireless@wispa.org Sent: Wednesday, July 29, 2009 5:40 PM Subject: [WISPA] Are customers increasingly clueless? Or is it gettingbetter? Customer calls just now. They ask if the Internet is having trouble, I reply that there are no outages. She then says she called a couple of her friends in neighboring towns and they were all down too. She asks if any other people have called today with problems. I replied stating that a day doesn't go by without someone calling with such an issue etc. I ask her for some details, any message on the screen? She says that a message popped up that said, No Input. I thought to myself for a minute and replied, I'm unaware of any Windows message that says that. I asked, This is in Explorer? She said, No, she can't get Explorer to run, nothing will run, the monitor is dark and a small message on the blank screen says No Input. I would have thought that by now more of the general public would be starting to figure some of this out. It's discouraging to me that such an obvious hardware issue resulted in a call to see if the Internet is down. Rk slapping self in forehead! WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ WISPA Wants You! Join today! http://signup.wispa.org/ WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter?
I can see the glow of Chicago, yet it's still $155/meg for a DS3. Wireless is the way to go. - Mike Hammett Intelligent Computing Solutions http://www.ics-il.com -- From: Ryan Ghering rgher...@gmail.com Sent: Friday, July 31, 2009 10:51 AM To: WISPA General List wireless@wispa.org Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Ohh agreed, redundant upstream is a must. However when a DS3 costs over 10 grand a month to get out of this area to a NON-Qwest system ( not including bandwidth ), for true redundancy it makes it not feasible. We are trying to engineer a wireless backhaul out, but its taking some time to do so. Its funny folks in the extreme rural areas, seem to think that we WISP's and ISP's should have the same access to bandwidth and pricing as Metro guys do. Yet, my cost per meg plus transport is about 280.00 per meg total, however even in a city like Greeley, Colorado, you can get bandwidth plus transport for around 50.00 a meg or less. Its the burden of being a rural isp. Ohh and the customer still wants 20 meg down 5 meg up for 20 bucks a month, and it damn well better work 24/7 or its the end of the world lol Ryan On Fri, Jul 31, 2009 at 9:30 AM, Travis Johnson t...@ida.net wrote: Technically, yes, this was your fault. The customer is paying YOU for service... not qwest. If you can't provide the service (regardless of the reason), then it's your fault. In our regional area, the ABC affiliate stopped selling to DISH Network last year over the contract price. So if you had DISH (which I did), you could no longer get ABC at all. This went on for over 6 months. Do you think everyone was mad at ABC or DISH? DISH is the one that had to start giving credits and take all the phone calls. You HAVE to have at least two separate upstreams or you are just asking for these kind of problems. Travis Microserv Ryan Ghering wrote: Yesterday, we had a long term upstream outage. Someone in Qwest killed our ATM upstream and somehow we were getting crosstalk to another ATM PVC. (Don't ask nobody can tell me how this was done). In the mean time customers are calling us screaming that they need their net. Our staff politely informs them all day long that this isn't a issue with us, its upstream. Some customers accept that and move on for the day. However the kicker!! One of our customers which is a dedicated 3 meg calls up and asks, Are you down I say yes at this time the internet is down due to a problem with qwest in Denver. The customer says ok, do you have an ETA? I tell him no not at this time the problem is with qwest not with us. Customer says ok thanks and hangs up. Not 20 minutes later I get a phone call from the customer, he's mad as hell and spitting nails. I only caught about 1/2 of what he had said. But it sounded like. Your a damn lier, I call qwest, they have NO issues anywhere. I want my ** Net or you can kiss my account goodbye a**hole.. Then he hangs up. ( mind you this is a business customer ) I call him back about an hour later and he says he's canceled. And will get service from somewhere else. How can this be? How was this my fault? Customers are irrational and stupid.. Agreed. lol Ryan On Fri, Jul 31, 2009 at 1:58 AM, Marlon K. Schafer o...@odessaoffice.com o...@odessaoffice.comwrote: roflol Rick this is a GOOD thing Your customers call you for all problems because YOU WILL ANSWER THE PHONE!! Sometimes great service levels suck. lol marlon - Original Message - From: Rick Kunze rku...@colusanet.com rku...@colusanet.com To: WISPA General List wireless@wispa.org wireless@wispa.org Sent: Wednesday, July 29, 2009 5:40 PM Subject: [WISPA] Are customers increasingly clueless? Or is it gettingbetter? Customer calls just now. They ask if the Internet is having trouble, I reply that there are no outages. She then says she called a couple of her friends in neighboring towns and they were all down too. She asks if any other people have called today with problems. I replied stating that a day doesn't go by without someone calling with such an issue etc. I ask her for some details, any message on the screen? She says that a message popped up that said, No Input. I thought to myself for a minute and replied, I'm unaware of any Windows message that says that. I asked, This is in Explorer? She said, No, she can't get Explorer to run, nothing will run, the monitor is dark and a small message on the blank screen says No Input. I would have thought that by now more of the general public would be starting to figure some of this out. It's discouraging to me that such an obvious hardware issue resulted in a call to see if the Internet is down. Rk slapping self in forehead
Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter?
Actually, I disagree with your example. You let your customer down, not Qwest. Did you route them out your secondary transit? If you didn;t have one, thats not the customer's faught. Did you let him know that you are trying to contact Quest yourself to get more information on an ETA, and influence a work around? Did he feel you were in control of the situation? Or did you leave him to fend for himself, even though you were the expert on the technology? Sending the message, oh well, its down, not my problem, let all my own customers suffer, so what is not taking care of your clients. If you had communicated with your client making him feel like you were working towards defending his interests, he never would have took action into his own hands and called Qwest directly to investigate further, and get false answers. So yes, Customers can be irrational, often unfair and unforgiving, but if you want to keep your clients its up to you to deal with it and take care of them. Who's faught it is, is irrelevent. Customer Service is about taking care of the customer. I just lost a customer 2 weeks ago. Power went out AGAIN! It keeps blowing breakers on electrical panels not under my controll or access. I can put UPSes there all day, but that does no good if breakers turn off upstream of my electrical Demarc. But DSL, CABLE, and Cellular EVDO didn't go out every time the property had power failures. It was my faught that I designed a business install to be behind an electric breaker that was outside my control to manage. If I did my job and took care of the client, I would have called the power company or property management and redesign an alternate solution, after the first couple of times the power went out. But I didn't. Yes, I lost the client, and yes, it was my fault. Blaiming it on the Power Company didn't work for long. Just keeping it real. Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: Ryan Ghering rgher...@gmail.com To: WISPA General List wireless@wispa.org Sent: Friday, July 31, 2009 10:22 AM Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Yesterday, we had a long term upstream outage. Someone in Qwest killed our ATM upstream and somehow we were getting crosstalk to another ATM PVC. (Don't ask nobody can tell me how this was done). In the mean time customers are calling us screaming that they need their net. Our staff politely informs them all day long that this isn't a issue with us, its upstream. Some customers accept that and move on for the day. However the kicker!! One of our customers which is a dedicated 3 meg calls up and asks, Are you down I say yes at this time the internet is down due to a problem with qwest in Denver. The customer says ok, do you have an ETA? I tell him no not at this time the problem is with qwest not with us. Customer says ok thanks and hangs up. Not 20 minutes later I get a phone call from the customer, he's mad as hell and spitting nails. I only caught about 1/2 of what he had said. But it sounded like. Your a damn lier, I call qwest, they have NO issues anywhere. I want my ** Net or you can kiss my account goodbye a**hole.. Then he hangs up. ( mind you this is a business customer ) I call him back about an hour later and he says he's canceled. And will get service from somewhere else. How can this be? How was this my fault? Customers are irrational and stupid.. Agreed. lol Ryan On Fri, Jul 31, 2009 at 1:58 AM, Marlon K. Schafer o...@odessaoffice.comwrote: roflol Rick this is a GOOD thing Your customers call you for all problems because YOU WILL ANSWER THE PHONE!! Sometimes great service levels suck. lol marlon - Original Message - From: Rick Kunze rku...@colusanet.com To: WISPA General List wireless@wispa.org Sent: Wednesday, July 29, 2009 5:40 PM Subject: [WISPA] Are customers increasingly clueless? Or is it gettingbetter? Customer calls just now. They ask if the Internet is having trouble, I reply that there are no outages. She then says she called a couple of her friends in neighboring towns and they were all down too. She asks if any other people have called today with problems. I replied stating that a day doesn't go by without someone calling with such an issue etc. I ask her for some details, any message on the screen? She says that a message popped up that said, No Input. I thought to myself for a minute and replied, I'm unaware of any Windows message that says that. I asked, This is in Explorer? She said, No, she can't get Explorer to run, nothing will run, the monitor is dark and a small message on the blank screen says No Input. I would have thought that by now more of the general public would be starting to figure some of this out. It's discouraging to me that such an obvious hardware issue
Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter?
Ryan, I agree completely, and sympathise for the situation. But does your customer know that? Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: Ryan Ghering rgher...@gmail.com To: WISPA General List wireless@wispa.org Sent: Friday, July 31, 2009 11:51 AM Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Ohh agreed, redundant upstream is a must. However when a DS3 costs over 10 grand a month to get out of this area to a NON-Qwest system ( not including bandwidth ), for true redundancy it makes it not feasible. We are trying to engineer a wireless backhaul out, but its taking some time to do so. Its funny folks in the extreme rural areas, seem to think that we WISP's and ISP's should have the same access to bandwidth and pricing as Metro guys do. Yet, my cost per meg plus transport is about 280.00 per meg total, however even in a city like Greeley, Colorado, you can get bandwidth plus transport for around 50.00 a meg or less. Its the burden of being a rural isp. Ohh and the customer still wants 20 meg down 5 meg up for 20 bucks a month, and it damn well better work 24/7 or its the end of the world lol Ryan On Fri, Jul 31, 2009 at 9:30 AM, Travis Johnson t...@ida.net wrote: Technically, yes, this was your fault. The customer is paying YOU for service... not qwest. If you can't provide the service (regardless of the reason), then it's your fault. In our regional area, the ABC affiliate stopped selling to DISH Network last year over the contract price. So if you had DISH (which I did), you could no longer get ABC at all. This went on for over 6 months. Do you think everyone was mad at ABC or DISH? DISH is the one that had to start giving credits and take all the phone calls. You HAVE to have at least two separate upstreams or you are just asking for these kind of problems. Travis Microserv Ryan Ghering wrote: Yesterday, we had a long term upstream outage. Someone in Qwest killed our ATM upstream and somehow we were getting crosstalk to another ATM PVC. (Don't ask nobody can tell me how this was done). In the mean time customers are calling us screaming that they need their net. Our staff politely informs them all day long that this isn't a issue with us, its upstream. Some customers accept that and move on for the day. However the kicker!! One of our customers which is a dedicated 3 meg calls up and asks, Are you down I say yes at this time the internet is down due to a problem with qwest in Denver. The customer says ok, do you have an ETA? I tell him no not at this time the problem is with qwest not with us. Customer says ok thanks and hangs up. Not 20 minutes later I get a phone call from the customer, he's mad as hell and spitting nails. I only caught about 1/2 of what he had said. But it sounded like. Your a damn lier, I call qwest, they have NO issues anywhere. I want my ** Net or you can kiss my account goodbye a**hole.. Then he hangs up. ( mind you this is a business customer ) I call him back about an hour later and he says he's canceled. And will get service from somewhere else. How can this be? How was this my fault? Customers are irrational and stupid.. Agreed. lol Ryan On Fri, Jul 31, 2009 at 1:58 AM, Marlon K. Schafer o...@odessaoffice.com o...@odessaoffice.comwrote: roflol Rick this is a GOOD thing Your customers call you for all problems because YOU WILL ANSWER THE PHONE!! Sometimes great service levels suck. lol marlon - Original Message - From: Rick Kunze rku...@colusanet.com rku...@colusanet.com To: WISPA General List wireless@wispa.org wireless@wispa.org Sent: Wednesday, July 29, 2009 5:40 PM Subject: [WISPA] Are customers increasingly clueless? Or is it gettingbetter? Customer calls just now. They ask if the Internet is having trouble, I reply that there are no outages. She then says she called a couple of her friends in neighboring towns and they were all down too. She asks if any other people have called today with problems. I replied stating that a day doesn't go by without someone calling with such an issue etc. I ask her for some details, any message on the screen? She says that a message popped up that said, No Input. I thought to myself for a minute and replied, I'm unaware of any Windows message that says that. I asked, This is in Explorer? She said, No, she can't get Explorer to run, nothing will run, the monitor is dark and a small message on the blank screen says No Input. I would have thought that by now more of the general public would be starting to figure some of this out. It's discouraging to me that such an obvious hardware issue resulted in a call to see if the Internet is down. Rk slapping self in forehead
Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter?
Someone sells those on this list... http://www.wlanparts.com/product/TP-UPS-DC-12-9/UPS_Pro__Outdoor_UPS_with_Die_Cast_Enclosure_12V_9AH.html Josh Luthman Office: 937-552-2340 Direct: 937-552-2343 1100 Wayne St Suite 1337 Troy, OH 45373 When you have eliminated the impossible, that which remains, however improbable, must be the truth. --- Sir Arthur Conan Doyle On Fri, Jul 31, 2009 at 7:40 PM, Tom DeReggi wirelessn...@rapiddsl.netwrote: Ryan, I agree completely, and sympathise for the situation. But does your customer know that? Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: Ryan Ghering rgher...@gmail.com To: WISPA General List wireless@wispa.org Sent: Friday, July 31, 2009 11:51 AM Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Ohh agreed, redundant upstream is a must. However when a DS3 costs over 10 grand a month to get out of this area to a NON-Qwest system ( not including bandwidth ), for true redundancy it makes it not feasible. We are trying to engineer a wireless backhaul out, but its taking some time to do so. Its funny folks in the extreme rural areas, seem to think that we WISP's and ISP's should have the same access to bandwidth and pricing as Metro guys do. Yet, my cost per meg plus transport is about 280.00 per meg total, however even in a city like Greeley, Colorado, you can get bandwidth plus transport for around 50.00 a meg or less. Its the burden of being a rural isp. Ohh and the customer still wants 20 meg down 5 meg up for 20 bucks a month, and it damn well better work 24/7 or its the end of the world lol Ryan On Fri, Jul 31, 2009 at 9:30 AM, Travis Johnson t...@ida.net wrote: Technically, yes, this was your fault. The customer is paying YOU for service... not qwest. If you can't provide the service (regardless of the reason), then it's your fault. In our regional area, the ABC affiliate stopped selling to DISH Network last year over the contract price. So if you had DISH (which I did), you could no longer get ABC at all. This went on for over 6 months. Do you think everyone was mad at ABC or DISH? DISH is the one that had to start giving credits and take all the phone calls. You HAVE to have at least two separate upstreams or you are just asking for these kind of problems. Travis Microserv Ryan Ghering wrote: Yesterday, we had a long term upstream outage. Someone in Qwest killed our ATM upstream and somehow we were getting crosstalk to another ATM PVC. (Don't ask nobody can tell me how this was done). In the mean time customers are calling us screaming that they need their net. Our staff politely informs them all day long that this isn't a issue with us, its upstream. Some customers accept that and move on for the day. However the kicker!! One of our customers which is a dedicated 3 meg calls up and asks, Are you down I say yes at this time the internet is down due to a problem with qwest in Denver. The customer says ok, do you have an ETA? I tell him no not at this time the problem is with qwest not with us. Customer says ok thanks and hangs up. Not 20 minutes later I get a phone call from the customer, he's mad as hell and spitting nails. I only caught about 1/2 of what he had said. But it sounded like. Your a damn lier, I call qwest, they have NO issues anywhere. I want my ** Net or you can kiss my account goodbye a**hole.. Then he hangs up. ( mind you this is a business customer ) I call him back about an hour later and he says he's canceled. And will get service from somewhere else. How can this be? How was this my fault? Customers are irrational and stupid.. Agreed. lol Ryan On Fri, Jul 31, 2009 at 1:58 AM, Marlon K. Schafer o...@odessaoffice.com o...@odessaoffice.comwrote: roflol Rick this is a GOOD thing Your customers call you for all problems because YOU WILL ANSWER THE PHONE!! Sometimes great service levels suck. lol marlon - Original Message - From: Rick Kunze rku...@colusanet.com rku...@colusanet.com To: WISPA General List wireless@wispa.org wireless@wispa.org Sent: Wednesday, July 29, 2009 5:40 PM Subject: [WISPA] Are customers increasingly clueless? Or is it gettingbetter? Customer calls just now. They ask if the Internet is having trouble, I reply that there are no outages. She then says she called a couple of her friends in neighboring towns and they were all down too. She asks if any other people have called today with problems. I replied stating that a day doesn't go by without someone calling with such an issue etc. I ask her for some details, any message on the screen? She says that a message popped up that said, No Input. I thought to myself for a minute and replied, I'm
Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter?
Actually we maintain pretty good transparency with our clients, we did let them know it was a qwest issue, and even went as far as giving the customer the qwest trouble ticket number if the wanted it. We also updated the customers each time if we got any ETA information. We NEVER leave the customer in the dark. Also how is it MY fault that I can't find affordable redundant upstream? Where is that cost gona come from? You think my customers are gona pay double so that I can get a 2nd upstream in here? Hell no.. Customers only want a few things. As much bandwidth as they can get, 100 % uptime and it all has to be for 25 bucks a month or less. Now thats keeping it real.. Nobody can tell me that they honestly will by a 10,000 to 15,000 dollar secondary pipe if their business won't support it without passing that cost to the customer. Its not only stupid but bad business. Customers today, don't care WHO's fault it is, fact is the ISP is blamed for ANY problem. Hell we have a older couple that blames us everytime that epson updates drivers for their printer and it stops working, because the update was done over my internet. Its lets get real time.. If you are a WISP or ISP in BFE. Costs are higher profit margins are way lower and redundant connections are REALLY costly and hard to come by. So who loose's here due to LEC stupidity? (which we found out is what it was btw) the ISP.. We always loose as its always our fault. No matter what the problem we are at fault. Last week we had a major hail storm, Thankfully only a few canopy units were damaged. However 2 of those customers had the same opinion.. How come you can't protect these things better. Why do I have to be without service for a day because your gear is made faulty. Is this my fault? NO its Motorola's for putting the quality hardware that never fails that we love so much, in a crappy plastic casing. Thats reality.. Ryan On Fri, Jul 31, 2009 at 5:33 PM, Tom DeReggi wirelessn...@rapiddsl.netwrote: Actually, I disagree with your example. You let your customer down, not Qwest. Did you route them out your secondary transit? If you didn;t have one, thats not the customer's faught. Did you let him know that you are trying to contact Quest yourself to get more information on an ETA, and influence a work around? Did he feel you were in control of the situation? Or did you leave him to fend for himself, even though you were the expert on the technology? Sending the message, oh well, its down, not my problem, let all my own customers suffer, so what is not taking care of your clients. If you had communicated with your client making him feel like you were working towards defending his interests, he never would have took action into his own hands and called Qwest directly to investigate further, and get false answers. So yes, Customers can be irrational, often unfair and unforgiving, but if you want to keep your clients its up to you to deal with it and take care of them. Who's faught it is, is irrelevent. Customer Service is about taking care of the customer. I just lost a customer 2 weeks ago. Power went out AGAIN! It keeps blowing breakers on electrical panels not under my controll or access. I can put UPSes there all day, but that does no good if breakers turn off upstream of my electrical Demarc. But DSL, CABLE, and Cellular EVDO didn't go out every time the property had power failures. It was my faught that I designed a business install to be behind an electric breaker that was outside my control to manage. If I did my job and took care of the client, I would have called the power company or property management and redesign an alternate solution, after the first couple of times the power went out. But I didn't. Yes, I lost the client, and yes, it was my fault. Blaiming it on the Power Company didn't work for long. Just keeping it real. Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: Ryan Ghering rgher...@gmail.com To: WISPA General List wireless@wispa.org Sent: Friday, July 31, 2009 10:22 AM Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Yesterday, we had a long term upstream outage. Someone in Qwest killed our ATM upstream and somehow we were getting crosstalk to another ATM PVC. (Don't ask nobody can tell me how this was done). In the mean time customers are calling us screaming that they need their net. Our staff politely informs them all day long that this isn't a issue with us, its upstream. Some customers accept that and move on for the day. However the kicker!! One of our customers which is a dedicated 3 meg calls up and asks, Are you down I say yes at this time the internet is down due to a problem with qwest in Denver. The customer says ok, do you have an ETA? I tell him no not at this time the problem is with qwest not with us. Customer says ok thanks
Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter?
Ohh and Tom, I'm just expanding on your post not trashing you lol..I got caught up in the moment with my book here lol.. Ryan On Fri, Jul 31, 2009 at 6:58 PM, Ryan Ghering rgher...@gmail.com wrote: Actually we maintain pretty good transparency with our clients, we did let them know it was a qwest issue, and even went as far as giving the customer the qwest trouble ticket number if the wanted it. We also updated the customers each time if we got any ETA information. We NEVER leave the customer in the dark. Also how is it MY fault that I can't find affordable redundant upstream? Where is that cost gona come from? You think my customers are gona pay double so that I can get a 2nd upstream in here? Hell no.. Customers only want a few things. As much bandwidth as they can get, 100 % uptime and it all has to be for 25 bucks a month or less. Now thats keeping it real.. Nobody can tell me that they honestly will by a 10,000 to 15,000 dollar secondary pipe if their business won't support it without passing that cost to the customer. Its not only stupid but bad business. Customers today, don't care WHO's fault it is, fact is the ISP is blamed for ANY problem. Hell we have a older couple that blames us everytime that epson updates drivers for their printer and it stops working, because the update was done over my internet. Its lets get real time.. If you are a WISP or ISP in BFE. Costs are higher profit margins are way lower and redundant connections are REALLY costly and hard to come by. So who loose's here due to LEC stupidity? (which we found out is what it was btw) the ISP.. We always loose as its always our fault. No matter what the problem we are at fault. Last week we had a major hail storm, Thankfully only a few canopy units were damaged. However 2 of those customers had the same opinion.. How come you can't protect these things better. Why do I have to be without service for a day because your gear is made faulty. Is this my fault? NO its Motorola's for putting the quality hardware that never fails that we love so much, in a crappy plastic casing. Thats reality.. Ryan On Fri, Jul 31, 2009 at 5:33 PM, Tom DeReggi wirelessn...@rapiddsl.netwrote: Actually, I disagree with your example. You let your customer down, not Qwest. Did you route them out your secondary transit? If you didn;t have one, thats not the customer's faught. Did you let him know that you are trying to contact Quest yourself to get more information on an ETA, and influence a work around? Did he feel you were in control of the situation? Or did you leave him to fend for himself, even though you were the expert on the technology? Sending the message, oh well, its down, not my problem, let all my own customers suffer, so what is not taking care of your clients. If you had communicated with your client making him feel like you were working towards defending his interests, he never would have took action into his own hands and called Qwest directly to investigate further, and get false answers. So yes, Customers can be irrational, often unfair and unforgiving, but if you want to keep your clients its up to you to deal with it and take care of them. Who's faught it is, is irrelevent. Customer Service is about taking care of the customer. I just lost a customer 2 weeks ago. Power went out AGAIN! It keeps blowing breakers on electrical panels not under my controll or access. I can put UPSes there all day, but that does no good if breakers turn off upstream of my electrical Demarc. But DSL, CABLE, and Cellular EVDO didn't go out every time the property had power failures. It was my faught that I designed a business install to be behind an electric breaker that was outside my control to manage. If I did my job and took care of the client, I would have called the power company or property management and redesign an alternate solution, after the first couple of times the power went out. But I didn't. Yes, I lost the client, and yes, it was my fault. Blaiming it on the Power Company didn't work for long. Just keeping it real. Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: Ryan Ghering rgher...@gmail.com To: WISPA General List wireless@wispa.org Sent: Friday, July 31, 2009 10:22 AM Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Yesterday, we had a long term upstream outage. Someone in Qwest killed our ATM upstream and somehow we were getting crosstalk to another ATM PVC. (Don't ask nobody can tell me how this was done). In the mean time customers are calling us screaming that they need their net. Our staff politely informs them all day long that this isn't a issue with us, its upstream. Some customers accept that and move on for the day. However the kicker!! One of our customers which is a dedicated 3 meg calls up and asks, Are you
Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter?
All it needs is a solar panel! -RickG On Fri, Jul 31, 2009 at 7:46 PM, Josh Luthmanj...@imaginenetworksllc.com wrote: Someone sells those on this list... http://www.wlanparts.com/product/TP-UPS-DC-12-9/UPS_Pro__Outdoor_UPS_with_Die_Cast_Enclosure_12V_9AH.html Josh Luthman Office: 937-552-2340 Direct: 937-552-2343 1100 Wayne St Suite 1337 Troy, OH 45373 When you have eliminated the impossible, that which remains, however improbable, must be the truth. --- Sir Arthur Conan Doyle On Fri, Jul 31, 2009 at 7:40 PM, Tom DeReggi wirelessn...@rapiddsl.netwrote: Ryan, I agree completely, and sympathise for the situation. But does your customer know that? Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: Ryan Ghering rgher...@gmail.com To: WISPA General List wireless@wispa.org Sent: Friday, July 31, 2009 11:51 AM Subject: Re: [WISPA] Are customers increasingly clueless? Or is itgettingbetter? Ohh agreed, redundant upstream is a must. However when a DS3 costs over 10 grand a month to get out of this area to a NON-Qwest system ( not including bandwidth ), for true redundancy it makes it not feasible. We are trying to engineer a wireless backhaul out, but its taking some time to do so. Its funny folks in the extreme rural areas, seem to think that we WISP's and ISP's should have the same access to bandwidth and pricing as Metro guys do. Yet, my cost per meg plus transport is about 280.00 per meg total, however even in a city like Greeley, Colorado, you can get bandwidth plus transport for around 50.00 a meg or less. Its the burden of being a rural isp. Ohh and the customer still wants 20 meg down 5 meg up for 20 bucks a month, and it damn well better work 24/7 or its the end of the world lol Ryan On Fri, Jul 31, 2009 at 9:30 AM, Travis Johnson t...@ida.net wrote: Technically, yes, this was your fault. The customer is paying YOU for service... not qwest. If you can't provide the service (regardless of the reason), then it's your fault. In our regional area, the ABC affiliate stopped selling to DISH Network last year over the contract price. So if you had DISH (which I did), you could no longer get ABC at all. This went on for over 6 months. Do you think everyone was mad at ABC or DISH? DISH is the one that had to start giving credits and take all the phone calls. You HAVE to have at least two separate upstreams or you are just asking for these kind of problems. Travis Microserv Ryan Ghering wrote: Yesterday, we had a long term upstream outage. Someone in Qwest killed our ATM upstream and somehow we were getting crosstalk to another ATM PVC. (Don't ask nobody can tell me how this was done). In the mean time customers are calling us screaming that they need their net. Our staff politely informs them all day long that this isn't a issue with us, its upstream. Some customers accept that and move on for the day. However the kicker!! One of our customers which is a dedicated 3 meg calls up and asks, Are you down I say yes at this time the internet is down due to a problem with qwest in Denver. The customer says ok, do you have an ETA? I tell him no not at this time the problem is with qwest not with us. Customer says ok thanks and hangs up. Not 20 minutes later I get a phone call from the customer, he's mad as hell and spitting nails. I only caught about 1/2 of what he had said. But it sounded like. Your a damn lier, I call qwest, they have NO issues anywhere. I want my ** Net or you can kiss my account goodbye a**hole.. Then he hangs up. ( mind you this is a business customer ) I call him back about an hour later and he says he's canceled. And will get service from somewhere else. How can this be? How was this my fault? Customers are irrational and stupid.. Agreed. lol Ryan On Fri, Jul 31, 2009 at 1:58 AM, Marlon K. Schafer o...@odessaoffice.com o...@odessaoffice.comwrote: roflol Rick this is a GOOD thing Your customers call you for all problems because YOU WILL ANSWER THE PHONE!! Sometimes great service levels suck. lol marlon - Original Message - From: Rick Kunze rku...@colusanet.com rku...@colusanet.com To: WISPA General List wireless@wispa.org wireless@wispa.org Sent: Wednesday, July 29, 2009 5:40 PM Subject: [WISPA] Are customers increasingly clueless? Or is it gettingbetter? Customer calls just now. They ask if the Internet is having trouble, I reply that there are no outages. She then says she called a couple of her friends in neighboring towns and they were all down too. She asks if any other people have called today with problems. I replied stating that a day doesn't go by without someone calling with such an issue etc. I ask her for some details, any
