This seems to me like a well thought out and reasonable approach to any complaint.
On Wed, Jan 25, 2017 at 1:15 PM, Ken Hohhof <[email protected]> wrote: > All good advice. Except I would not run over their dog. (without > specific provocation) > > > > > > *From:* Af [mailto:[email protected]] *On Behalf Of *That One Guy > /sarcasm > *Sent:* Wednesday, January 25, 2017 1:08 PM > *To:* [email protected] > *Subject:* Re: [AFMUG] customer suddenly can't browse but can stream > using apps > > > > hard coded dns servers in the apps probably > > they probably dicked in their router and touched the dhcp server because > their nephew is a computer genius (who recommended a tp fucking link) > > or when dns fails, the apps are reverting to the cellular data > > either way tell the customer to get fucked, then just get mad and drive to > their hose to just take your gear, be so fucking irritated by the time you > get there you burn down their hous run over their dog and grabbem all by > the pussy. Then get an AR-15 and start plucking off every adult you see. > (its been a shitty day today, im living vicariously) > > > > On Wed, Jan 25, 2017 at 12:53 PM, Simon Westlake <[email protected]> > wrote: > > The way it worked when I worked at TWC was that we'd send out a tech for > free. If we can show it works fine on our laptop, you get billed. If it's > something that's our problem and we have to fix, we'll do it for free. I > always thought that was pretty fair, and deters the 'I don't care, just > come and fix it' mentality. > > > > On 1/25/2017 12:49 PM, Ken Hohhof wrote: > > Customer says she watches Netflix app just fine on the same iPad that can't > browse websites. > > > > Oh, and as far as calling the router vendor, they typically say to bypass the > router and if you still have no Internet it's obviously an ISP problem. (we > use PPPoE so this won't work) > > > > > > -----Original Message----- > > From: Af [mailto:[email protected] <[email protected]>] On Behalf Of > Jay Weekley > > Sent: Wednesday, January 25, 2017 12:23 PM > > To: [email protected] > > Subject: Re: [AFMUG] customer suddenly can't browse but can stream using apps > > > > They insisted on using their own router and you can verify your radio is > sending traffic through it to their Netflix box. I would give them the > option of calling TPLink or sending someone out for an $80 charge if the tech > finds it's a problem they created. > > > > Ken Hohhof wrote: > > I do not relish the thought of having a newbie run ping tests from an > > iPhone while talking on it. > > > > Also there’s a conversation that never seems to take place out loud: > > > > “I have a list of computer techs you could call to work on the problem.” > > > > “But I’d have to pay them!” > > > > I’d even be willing to pick up the cost of the service call if it is > > our problem, but the basic issue is customers expect anything they can > > talk their ISP into fixing will be free. So do I call the guy I have > > to pay, or the free guy? > > > > *From:*Af [mailto:[email protected] <[email protected]>] *On Behalf Of > *Simon Westlake > > *Sent:* Wednesday, January 25, 2017 12:01 PM > > *To:* [email protected] > > *Subject:* Re: [AFMUG] customer suddenly can't browse but can stream > > using apps > > > > My experience from doing tech support for residential users is that > > 'no websites will load' means 'I tried going to one website and it > > didn't work.' Or 'I opened my web browser, and there's a message I > > didn't bother to read, I just don't like it.' > > > > If it's anything related to her gear, I'd guess it must be the router > > - I can't imagine multiple devices all suddenly refusing to load > > websites. If it's any consolation, I can get to every website from my > > PC, phone and iPad ;) > > > > On 1/25/2017 11:48 AM, Ken Hohhof wrote: > > > > Just checking because I fear getting sucked down a rabbit hole of > > supporting things that are not our responsibility. > > > > � > > > > Customer as of about 1 month ago reports suddenly yesterday has > > �no Internet�, yet I see regular traffic graphs and she can > > stream Netflix fine using apps.� This is reverse of usual, > > streaming should be more challenging than just going to a website. > > > > � > > > > To make things worse, customer chose to buy own router and has a > > TP-Link, so I have no visibility into it.� Plus she has no > > actual computers, just iPhones and iPads and a Blu-Ray player.� > > Customer is not at all tech savvy (doesn�t understand that > > Netflix uses Internet), and seems to expect we will troubleshoot > > and fix anything Internet related because she (actually her > > parents) are paying us for �Internet�.� She reports the same > > symptoms on all devices. > > > > � > > > > Is there anything that�s happened in the past day (other than > > Trump related stuff) that I might be missing?� Like a TP-Link > > firmware upgrade, or something Apple pushed out to > > iPads/iPhones?� It just seems so strange that no websites at all > > would load, but Netflix would stream just fine.� I�d love to > > blame it on Trump�s media blackout but it�s a bit of a stretch > > to connect those dots. > > > > > > > > -- > > Simon Westlake > > Email:[email protected] <mailto:[email protected]> > <[email protected]> > > Phone: (702) 447-1247 > > --------------------------- > > Sonar Software Inc > > The future of ISP billing and OSS > > https://sonar.software > > > > No virus found in this message. > > Checked by AVG - www.avg.com <http://www.avg.com/email-signature> > <http://www.avg.com/email-signature> > > Version: 2016.0.7998 / Virus Database: 4749/13834 - Release Date: > > 01/25/17 > > > > > > > > > > -- > > Simon Westlake > > Email: [email protected] > > Phone: (702) 447-1247 > > --------------------------- > > Sonar Software Inc > > The future of ISP billing and OSS > > https://sonar.software > > > > > > -- > > If you only see yourself as part of the team but you don't see your team > as part of yourself you have already failed as part of the team. >
