There's a certain part of the population that are paranoid, quick to anger, illogical, and technically challenged. He'll torment another ISP for a while till they have a problem and he has a better answer than they. if he learns the grass is not greener, he might come back as a better customer. No guarantee on either possibility. If you really want to keep him, a small credit for the outage might appeal to some irrational business sense and make him happy as a clam. If it were late afternoon, he might have been drunk too, so perhaps offer this in the morning, but not too early.
On Fri, Jul 31, 2009 at 08:22:55AM -0600, 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 > <[email protected]>wrote: > > > 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" <[email protected]> > > To: "WISPA General List" <[email protected]> > > 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: [email protected] > > > > > > 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: [email protected] > > > > 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: [email protected] > > Subscribe/Unsubscribe: > http://lists.wispa.org/mailman/listinfo/wireless > > Archives: http://lists.wispa.org/pipermail/wireless/ -- /* Jason Philbrook | Midcoast Internet Solutions - Wireless and DSL KB1IOJ | Broadband Internet Access, Dialup, and Hosting http://f64.nu/ | for Midcoast Maine http://www.midcoast.com/ */ -------------------------------------------------------------------------------- WISPA Wants You! Join today! http://signup.wispa.org/ -------------------------------------------------------------------------------- WISPA Wireless List: [email protected] Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
