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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 <[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? |
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