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" <[email protected]> To: "WISPA General List" <[email protected]> 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 <[email protected]> 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 <[email protected]> >> <[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]> <[email protected]> >> To: "WISPA General List" <[email protected]> <[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! 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